Technical Support Engineer
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- Central Office
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- 1 day ago Post Date
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- 11 Total Views
Title: Technical Support Engineer
Department: Information Technology
Reports To: Administrative Superior
The School District of Philadelphia is committed to becoming the fastest improving District in the country and transforming the educational opportunities it offers to our city’s more than 200,000 students. The District seeks leaders who have a passion for working with schools and communities who are committed to ensuring all students achieve. Serving a population as diverse as ours requires creativity, commitment and vision. Will you join us?
Job Summary
Performs technical information technology work focused on on-site customer support and satisfaction. Serves as an expert in the identification, prioritization, and resolution of local area network (LAN) environment and computer workstation issues and may provide guidance in the use of products and services. Handles mid-sized or complex projects related to the service, repair, and installation of highly technical local-area network, network server, distributed application, and exercising judgment in developing methods, techniques, and evaluation criteria for obtaining results and preparing reports on work performed. Acts as a senior liaison to lead problem resolution activities and change management processes as well as working cohesively with call center, technical operations, telecommunications, and networking support and engineering.
Essential Functions
- Performs installation and upgrades of computer workstations, LAN servers, and networking hardware/appliances.
- Configures LAN and network device software.
- Develops and documents installation and upgrade project plans.
- Documents LAN and network device configurations.
- Coordinates the disposal of equipment, computers, and obsolete hardware.
- Manages, administrates, and secures local-area networks, servers, and networking devices.
- Coordinates, communicates, and documents changes using change management processes and tools.
- Prepares and presents reports regarding LAN performance, LAN utilization, version maintenance, and security issues.
- Develops contingency plans and disaster recovery plans for LAN server and computing desktop environments.
- Establishes and maintains user accounts and access profiles.
- Evaluates and develops preventative maintenance and upgrade implementation plans.
- Performs maintenance activities, systems and LAN backups, and data restoration.
- Professionally and securely handles enterprise information, including confidential and sensitive data.
- Performs investigatory procedures involving computer workstations, end-user devices, servers, LAN hardware, E-mail, and documents, including situations directly related to employee acceptable use and criminal violations.
- Provides customer service and support at all levels of the organization.
- Coordinates technical support activities with other technology areas inclusive of operations, systems, applications, telecommunications, and networking disciplines.
- Solicits end-user feedback and shares with supervisor to improve the quality of service or address customer needs.
- Obtains and confirms trouble ticket information regarding customer needs.
- Assists and facilitates investigatory matters involving computer workstations, end-user devices, servers, and LAN hardware.
- Works with customers to solve problems and support end-user needs.
- Troubleshoots desktop, server, and LAN problems.
- Maintains 24-hour per day, 7-day per week availability via mobile telephone or paging device(s) for response to emergency or related operational issues.
Minimum Requirements
- Bachelor’s degree program from an accredited college or university.
- One year of full-time, paid, professional, broad-based technology experience dealing with desktop support, application and operating systems support, LAN environments, and problem troubleshooting, tracking, and resolution.
OR - High school diploma or equivalent.
- Completion of the Computing Technology Industry Association (CompTIA) A+ certification.
- Three years of full-time, paid, professional, broad-based technology experience dealing with desktop support, application and operating systems support, LAN environments, and problem troubleshooting, tracking, and resolution.
OR - Any equivalent combination of training and experience determined to be acceptable by the Office of Talent.
Knowledge, Skills and Abilities
• Demonstrated knowledge of:
- computer workstation, mobile computing, and end-user technology devices inclusive of systems architectures and operational concepts
- Microsoft Windows, Apple Macintosh, and Unix/Linux workstation and server environments.
- industry-standard desktop applications, productivity software, database access, utilities, web browsers, and security applications.
- access control methodologies, system administration, user administration, LAN access infrastructure, remote access, and security containment procedures.
- networking topologies, network hardware and software, connectivity infrastructure, switching/routing, communications protocols, network addressing, and wireless access methodology.
- common networking protocols and IP-based services.
- the current trends of information resource technologies.
- Microsoft Windows-based desktop and LAN server environments, inclusive of Windows OS variants, Microsoft Office application suite, Plug-n-Play interfaces, networking, security, peripheral connectivity, registry manipulation, and system administration.
Demonstrated skill in:
- the use of problem tracking/resolution utilities and project management application software
Demonstrated ability to:
- respond to emergency situations and to effect problem resolution processes.
- analyze and resolve complex problems.
- present ideas effectively, both orally and in writing.
- establish and maintain effective working relationships.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Nondiscrimination
The School District of Philadelphia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, disability, pregnancy, marital status, gender identity, or genetic information. Please refer to Board Policy 348 for further information regarding the District's commitment to Nondiscrimination in Employment Practices.
This is a PFT position with title code 1257 and salary grade 1024 Step 7 and salary $72,535.00.
