School Technology Support Specialist Ii

**Mission**:
**Competition Info**:
Calendar: 12 Month

**Salary**: Staff Association Grade G, $34.64 to $43.90 per hour

FTE: 1.0, 35 Hours/Week

**Position Description**:
**purpose**

The purpose of this position is to provide technical onsite support to schools for all their technology needs as well as second level phone support services to CBE school staff for computer hardware, software and utilities used on standalone workstations, school/classroom local area networks, and network servers. The position is the second point of contact for problems regarding the wide area network, the local area networks, servers, and specialized school technology implementations.

**accountability**

This position is accountable for:

- Providing support as workstation team lead;
- Providing accurate assistance to clients in the implementation of solutions by guiding and pacing client through necessary actions to resolve problems.

**major responsibilities**
- Determines the nature of complex reported problems and decides on appropriate actions required for problem resolution. Utilizes workstation/network and server troubleshooting, monitoring, tuning and analyzer tools for both hardware and software problems. Uses School Technology Support (STS) and third party knowledge bases for technical information. Refers cases and maintains client follow-up to the appropriate internal and external stakeholders for resolution when appropriate.
- Oversees the activities of teams of temporary or junior staff on specific projects that impact schools, providing support as a workstation team lead.
- Provides second level phone support to CBE users directly over the phone or in assisting the STS Specialist I and Helpdesk staff in their role. Provides guidance to these staff in more advanced technical issues.
- Operates as backup to the On-site Technical Service Coordinator in the role of scheduling onsite visits of the section, and ensuring staff members with appropriate skill set are scheduled in a timely manner.
- Provides the school Principal, staff, or other appropriate contacts with information/status report, advice, and recommendations regarding appropriate use of technologies to enhance business procedures and practices, and on workstations (Standalone, Workgroup or Network environment) for both Mac and PC platform.
- Referring to approved standards, meets with the Principal or other appropriate contact, and, provides consultation and recommendations regarding equipment and software configurations and environment upgrades.
- and wide-area networks. Installs network cards, sets up network connections to servers, establishes proper network addresses and installs network-related software. Assists School Technology Support Analysts with daily routine server maintenance. Prepares the school for a wireless environment (wireless cards and encryption keys).
- Liase with teachers in preparing computerized instructional materials for students. Assists students to perform activities that coordinate the use of technology in their program of study.
- Provides input to the Principal on user training. Tests training modules offered by STS. Creates documentation and deliver a wide range of training modules developed by STS at school sites.
- Understands and adheres to proper equipment disposal procedures and regulations, remaining alert to compliance with FOIP legislation.
- Selects and runs network diagnostics to monitor network performance and implement changes required to improve efficiency. Identifies problems and initiates effective solutions as needed.
- Identifies and maintains inventory of computer equipment and software licenses.
- Assesses performance of technologies and makes adjustments for fine-tuning to acquire maximum workstation efficiency with a follow-up status report to the Principal and STS management.
- Researches / evaluates new hardware and software products and assesses product suitability to meet clients' needs as well as compatibility of integrating with suite of products in use at the Calgary Board of Education. Identifies, documents and reports potential implications and impacts. Provides input to the development of standards for hardware, software, and configuration standards. Participates on project teams and provides expertise to system standards relative to own area of expertise.
- Represents STS / Help Desk department on different system projects such as IMS, Quickbooks, OSX, as required. On approved projects coordinates installation, maintenance and upgrading of hardware, software and/or operating systems in the school.
- Adheres to service level agreements between ITS and Schools. Monitors to ensure they are being executed properly and advises management if adjustments need to be made that would better meet the needs of the schools.
- Submits daily and/or weekly administrative paperwork such as call-tracking (Heat), status reports, logs, school workstation binder, mileage forms, absence declaration form, vacatio