Technology Support Technician

General Responsibilities Under the general direction of the Associate Director of IT Support, the Technology Support Technician provides Level 2 troubleshooting assistance and technical support to ESD112 and its programs as a member of the ESD Help Desk team. The Technology Support Technician also contributes to the design and configuration of endpoint devices, systems, and reporting solutions. In addition, this position serves as a backup to the Technology Support Assistant. Salary: The full salary range for this position is $51,105.60 - $62,192.00. Offers are made at the entry level of the range. Assignment: This position will be Full-Time, Year Round. Regular attendance required: employees are required to maintain regular attendance to carry out the duties and responsibilities of the position. Essential Functions/Other Functions Essential Functions:

1. Provide level 1 and 2 troubleshooting and technology support for operating systems, application software, audio-visual, basic hardware, and network. This includes answering and analyzing telephone calls, email, and tickets. Escalates more complex technical problems through the ticketing system to appropriate Information Technology staff.
2. Perform the deployment of updated devices for ESD staff fand contributes and maintains clear and concise documentation for staff regarding new device setup, configuration, and functionality. Contributes to design for inventory system for reporting needs and maintains accurate inventory records.
3. Adapt to changing systems and devices, applying problem-solving skills to quickly learn new functionality and troubleshoot technical challenges.
4. Collaborate with other Information Technology staff to troubleshoot and resolve offline systems, utilizing critical thinking and a systematic approach to identify and implement solutions.
5. Use remote support software to provide technical support and to perform software installations/updates/patches on remote computers; remotely monitors ESD computers for malware and viruses.
6. Serve as backup for the Technology Support Assistant with freight and other logistics.
7. Provide excellent customer service, helping to bring problems to resolution for users.
8. Travel to school districts and ESD 112 site locations to support computer systems and network infrastructure as needed.
9. Maintain regular attendance to carry out the duties and responsibilities of the position.

Other Functions:

1. Other duties as assigned to support the success of the agency.

Minimum/Preferred Qualifications & Skills Minimum Qualifications:

1. High school diploma or GED and two years of post-high school training or equivalent experience in a related field.
2. Experience with the Windows platform and knowledge of common Windows software including MS Office, antivirus, backup, and diagnostic applications.
3. Experience supporting common productivity suites like Microsoft Office, Office 365, and Google Workspaces.
4. Experience learning and supporting unfamiliar technology quickly.

Preferred Qualifications and Skills:

1. Experience in other system platforms and mobile device management solutions such as Apple and Chromebook devices.
2. Experience training staff on the use of technology.

Working Conditions/Employment Requirements Working Conditions/Physical Requirements:

1. Office environment.
2. Daytime travel within Southwest Washington required. Infrequent overnight travel for training.
3. Ability to move 50 lbs. and climb ladders and stairs.

Employment requirements - ESD job offer is contingent upon satisfying the following:

1. Successful completion of a criminal history and fingerprint check through the WA State Patrol and FBI.