IT Technical Support Representative I - 1.0 FTE - Office of Technology & Information Services

Portland, OR, United States

Posting Timeline

PPS strongly encourages and recommends everyone who is able, to be vaccinated and remain current on the COVID-19 vaccine.

POSTING TIMEFRAME: June 18, 2024 - July 2, 2024

Position Details

Portland Public Schools (PPS) is seeking talented people from diverse backgrounds and experiences to lead change and inspire PPS students. At PPS, every employee, despite having different roles, is an educator. We hope to attract talented educators who model the core PPS Educator Essentials. With the District's focus on eliminating systemic racism and its adverse impact on student learning, we seek to hire individuals who bring to our district a deep commitment to racial equity and social justice. To learn more about Portland Public Schools, please visit the District website: here .

BASIC FUNCTION:

Under general supervision, provide exemplary customer service and technical support to end users at District sites and offices; identify and resolve hardware and software operating problems; configure, install, test, maintain, troubleshoot and repair computer equipment, telecommunications systems, software and peripheral equipment; provide training to District personnel in the proper operation and care of technologies; update and maintain a variety of records related to work orders, technology parts inventory, software licenses and third party vendor repairs.

REPRESENTATIVE DUTIES: Troubleshoot, diagnose and repair a variety of technologies, computer hardware, software, networks and peripheral equipment; assure user needs are met and technical support issues are resolved in a timely manner.

Deliver service and support to end-users via telephone, remote connection, in-person or over the internet.

Gather customer information and determine issues by evaluating and analyzing the symptoms; attempt to diagnose and resolve technical hardware and software issues through initial Service Desk contact, determine if additional information is required, prepare service request tickets for Tech Support field service; process and record call transactions using designated tracking software.

Identify and redirect problems to appropriate resources; escalate priority issues per District protocols; follow up and make scheduled call backs to end-users and communicate with vendors as necessary.

Develop and maintain knowledge of District technologies, hardware, software, telecommunications, innovations and trends, through formal training, printed and on-line professional journals and publications, contact with other technology support professionals, and self-initiated study; stay current with system information, changes and updates.

Update and load approved software such as operating systems, instructional and office automation applications to user computers and related technologies; assist and provide technical support for users during technology deployments, system upgrades, enhancements or other technical projects.

Collaborate with and support colleagues in learning and sharing information and experiences regarding issues, problems and concerns, updating and repairing of District technologies, hardware, software and peripheral equipment; participate in and/or develop trainings, user guides and other technical documentation; train colleagues and designated District staff to enhance the knowledge base of those involved in the use, repair and replacement of District technologies.

Demonstrate a commitment to the Portland Public Schools Equity Initiative by developing a thorough knowledge and application of the district Racial Educational Equity Policy and other board policies; participate in staff development, in-services and trainings related to diversity, equity and inclusion in the workplace and in K - 12 education; model appropriate behaviors; develop, recommend and implement improvements to educational business practices with awareness and understanding of their impact in a racially and culturally diverse community.

Participate in evaluating a wide variety of technologies, computers, software and peripheral equipment for use in the District; provide recommendations concerning the purchase of new computer systems, software and equipment.

Track district hardware, assets and inventory updates including recording additions, moves and changes in the district IT Asset Inventory System; receive and sign for incoming shipments and upon receipt, store goods, mark parts with identifying labels or arrange for the storing and/or labeling of orders by designated warehouse staff.

Attend and participate in a variety of conferences, in-service trainings and meetings.

May initiate orders for a variety of technology parts, equipment and software.

May serve in a lead role, providing work direction and guidance to assigned staff.

Perform related duties as assigned.

DISTINGUISHING CHARACTERISTICS OF THE CLASS:

The Technical Support Representative I is the entry-level classification in the Technical Support series. Employees in this classification provide Tier I basic, routine support service through the centralized Service Desk call center and via email contact. Employees in this classification will job shadow and train with the Technical Support Representative II staff to develop hardware and software field service expertise and to learn to troubleshoot and repair the more complex, non-routine Service Desk service requests. Upon successful completion of not less than one (1) year of active participation in Service Desk and Field Service training and development in troubleshooting and problem-solving issues at the Service Desk, employees in this classification who have gained sufficient knowledge of the broader scope of more complex elements of the professional level, may advance, with the confirmation of duties and recommendation of department leadership, to the Technical Support Representative II classification.

EDUCATION, TRAINING AND EXPERIENCE:

The education training and experience for the Technical Support Representative I classification is typically obtained through the completion of/or the equivalent to high school graduation, supplemented by college-level coursework in Information Technology, Computer Science, or closely related field or one (1) year of experience as an Instructional Technology Assistant or High School Site Technology Specialist with Portland Public Schools.

Experience working in a public K-12 school district or public agency serving and supporting a richly diverse community is highly desirable.

Additional directly related, verifiable work experience may substitute for the Associate's degree on a year-for-year basis.

Any other combination of education and experience that would likely provide the required knowledge and abilities may be considered.

CLASSIFICATION AND SALARY:

This position is classified as IT Technical Support Representative I , Pay Grade 15 , on the Non-Represented, Confidential, Professional and Management Employees salary schedule FLSA Non-Exempt .

The Non-Represented Confidential Professional Management and Employees Salary Schedule for 260 day employees can be found here . For more details, the complete Classification Specification can be viewed here .

Salary Range: $62,452 - $74,570

FTE: 1.0 FTE

Benefits Information

Portland Public Schools (PPS) offers several competitive and comprehensive benefit packages to employees.Fringe benefits include medical, dental, vision, prescription, life and disability insurance, employee assistance program, 403(b) retirement savings plan and various leave and professional development programs. Depending on the insurance option selected by the employee, there may be an employee contribution toward insurance.

Portland Public Schools is a public employer and participates in the Public Employees Retirement System (PERS/OPSRP). Eligible employees are required by statute to contribute 6% of salary on a pre-tax basis to OPSRP/IAP, after serving six months under a PERS employer.

For moreinformation about additional benefits or compensation options by employee group, please visit our website at: https://www.pps.net/Page/1635

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