The Technical Support Specialist II role at Simi Valley Unified School District provides hands-on technical support for the district’s technology infrastructure onsite in Simi Valley, CA, focusing on computers, AV equipment, peripherals, and software in administrative and instructional settings, with an emphasis on customer service in a fast-paced environment. The position offers compensation in the range of $31 to $38 per hour.
Responsibilities
- Assist teachers, staff, and students with computers, software, and peripheral equipment use.
- Troubleshoot and resolve hardware, software, email, database access, and network connectivity issues.
- Document service requests and forward them to the appropriate IT staff to close help desk tickets.
- Collaborate with IT staff, vendors, and contractors to resolve network-related problems such as connectivity and internet access.
- Maintain composure under high-volume support requests to deliver quick and efficient resolutions.
- Travel to district sites as necessary to fulfill duties and responsibilities.
- Install, configure, and upgrade computers, printers, AV equipment, peripheral devices, and software applications.
- Ensure that new software is compatible with existing operating environments and hardware.
- Test, install, and configure software, peripherals, and equipment to meet user requirements.
- Regularly upgrade and maintain systems and software to ensure optimal performance.
- Use cost-effective methods to troubleshoot and repair computer and peripheral issues.
- Diagnose failures in computer hardware, peripherals, and audio/visual equipment.
- Repair or replace faulty components and test systems to verify proper operation.
- Perform routine checks and updates to keep systems running optimally.
- Test operating systems and computers for potential viruses and security problems, addressing vulnerabilities.
- Provide excellent customer service in administrative and instructional settings.
- Maintain professionalism and patience when managing high volumes of service requests.
- Address technical issues promptly, offering clear, helpful solutions to users.
- Maintain an up-to-date inventory of replacement parts, tools, and supplies for servicing.
- Develop and maintain clear documentation for technical procedures, system configurations, troubleshooting steps, and repair histories.
- Track inventory levels to ensure necessary components are available for repairs and upgrades.
- Work collaboratively with other IT staff to sustain the district's technology infrastructure.
- Assist team members with troubleshooting and maintaining systems supporting administrative and instructional functions.
- Contribute to team efforts aimed at improving technology services and ensuring efficient operation district-wide.
- Perform other duties as assigned to support the overall objectives of the position.
Requirements
- Troubleshoot and resolve technical issues quickly and efficiently.
- Diagnose and repair hardware, software, and peripheral failures using cost-effective methods.
- Test systems for potential issues and implement solutions to prevent or resolve them.
- Manage a high volume of service requests while maintaining composure under pressure.
- Prioritize tasks effectively and address technical issues promptly to minimize user downtime.
- Communicate technical information clearly to users with varying levels of technical expertise.
- Maintain professionalism and patience when managing service requests.
- Work independently as required and collaborate with IT staff to ensure system stability.
- Contribute to team efforts aimed at improving technology services and infrastructure.
- Learn and apply new technologies quickly and efficiently.
- Adapt to changing technologies and update systems and software as needed to stay current.
- Read, interpret, and apply complex technical information.
- Continually learn and apply new information, skills, and technology.
- Document technical procedures.
- Understand and follow oral and written directions.
- Communicate clearly and concisely, both orally and in writing.
Technologies
- Windows
- Google Chrome
- Apple MacOS
- TCP/IP
- Network switches
- Wi-Fi equipment
- Audio/visual equipment
Supplemental Information
- Skills to install, configure, and maintain technology systems and software
- Skills to troubleshoot and resolve technical issues
- Skills to provide exceptional customer service
- Knowledge of computer systems, software applications, operating systems (Windows, Google Chrome, MacOS), audio/visual equipment, and peripheral devices
- Knowledge of software installation, configuration, and troubleshooting processes
- Knowledge of computer networking including TCP/IP, network patch cables, switches, and Wi-Fi
- Knowledge of how hardware and software interact and ensure compatibility
- Knowledge of network systems and connectivity
- Knowledge of network hardware and software components, including resolving internet and database access problems
- Knowledge of issues related to email and network systems
- Knowledge of security and virus detection
- Knowledge of customer service principles for supporting administrative and instructional environments
- Knowledge of technical documentation and inventory management
- Ability to troubleshoot and resolve technical issues quickly and efficiently
- Ability to diagnose and repair hardware, software, and peripheral failures cost-effectively
- Ability to test systems for potential issues and implement preventive solutions
- Ability to manage a high volume of service requests while staying composed
- Ability to prioritize tasks and minimize user downtime
- Ability to communicate technical information to diverse users
- Ability to maintain professionalism and patience in service environments
- Ability to work independently and with IT staff to ensure stability
- Ability to contribute to team efforts and improve technology services
- Ability to learn and apply new technologies quickly
- Ability to adapt to changing technologies and keep systems current
- Ability to read, interpret, and apply complex technical information
- Ability to continually learn and apply new information, skills, and technology
- Ability to document technical procedures
- Ability to understand and follow oral and written directions
- Ability to communicate clearly and concisely, both orally and in writing
Purpose Statement
Under the supervision of the Director of Information Technology, the Technical Support Specialist II delivers technical support and maintains the district's technology infrastructure. This includes installing, configuring, troubleshooting, and repairing computers, audio/visual and peripheral equipment, and software in administrative and instructional environments. The role handles a high volume of user support requests while ensuring reliable system operations and delivering professional service.
Distinguishing Characteristics
As the journey-level classification in the technical support series, the Technical Support Specialist II performs advanced installation, configuration, and troubleshooting of networked systems, software, and peripherals in both instructional and administrative environments. The role requires independent work, management of many service requests, and contribution to district-wide infrastructure stability.
Physical Abilities
- Ambulatory ability to move to various office and classroom locations, including walking, bending, stooping, reaching, climbing stairs, and ladder use for installs.
- Ability to lift, push, and pull objects of up to 50 lbs on an occasional basis.
- Hand-eye coordination and dexterity for making small component connections.
- Visual acuity to read technical documents and align small components.
- Ability to work in confined areas with variable noise, dust, and limited ventilation.
Working Conditions
Work is performed indoors with safety considerations related to physical labor, working in cramped areas, and handling of medium-weight materials.
