INFORMATION TECHNOLOGY SUPPORT TECHNICIAN (2364)

Job Type: Location Type: On-site

 

About the Employer

In Glendale Unified schools, we focus on maximizing student achievement, fostering students’ social and emotional growth, and creating a vibrant, inclusive environment where all children can learn and thrive. Glendale Unified is the third largest school district in Los Angeles County. We proudly serve 25,000 students in preschool through 12th grade and beyond.

We proudly offer dual immersion programs in seven languages; Armenian, French, German, Italian, Japanese, Korean, and Spanish. Glendale Unified also offers six magnet schools focused on technology, world languages, and visual and performing arts, and a wide variety of Career and Technical Education pathways beginning in middle school. Through a collaborative partnership with Glendale Community College, Glendale Unified offers students multiple opportunities to earn college credit before they graduate from high school, including our Hoover Early College Academy and Glendale High Cloud Computing and Computer Science Academy. We are excelling together to provide our students with endless pathways for success! Several of our schools are recipients of prestigious awards such as: National Blue Ribbon Schools, California Distinguished Schools, California Gold Ribbon Schools, and Title I Academic Achieving Schools.

Glendale Unified is a diverse school district that welcomes students and families from all over the world. Our students come from a wide range of ethnic, cultural, and socio-economic backgrounds and speak 35 different languages.

Job Summary

Under the direction of the Director of Educational Technology and Information Services, the Information Technology Support Technician ensures the availability and proper operations of computer services and systems; provides required information for future reference and/or requirements to outside agencies; provides assistance on the operation of systems and services; ensures the completion of projects in a timely manner and according to application requirements; and provides training to users of the system and provides assistance and advice on applying their computer resources efficiently to their work assignments.

Job Description / Essential Elements:

INFORMATION TECHNOLOGY SUPPORT TECHNICIAN

DESCRIPTION

Under the direction of the Director of Educational Technology and Information Services, the Information Technology Support Technician ensures the availability and proper operations of computer services and systems; provides required information for future reference and/or requirements to outside agencies; provides assistance on the operation of systems and services; ensures the completion of projects in a timely manner and according to application requirements; and provides training to users of the system and provides assistance and advice on applying their computer resources efficiently to their work assignments.

DISTINGUISHING CHARACTERISTICS BETWEEN CLASSES

An Information Technology Support Technician is distinguished from similar jobs by the following characteristics: The Information Technology Support Technician is responsible for the installation, maintenance, and repair of computer hardware, software and for both Intel-based and Apple-based installed technology. This includes knowledge of operating tools and advanced electronic hardware and software analysis equipment for diagnosing, repairing and resolving hardware and software problems on individual workstations and peripheral equipment as well.

An Information Technology Support Technician/Programmer provides direct assistance to users in resolving information systems problems and difficulties.

A Network and Security Specialist participates in the planning and installation and ongoing maintenance of the District’s wide area network and local area networks. This includes providing technical support for software and hardware associated with the networks, ensuring the reliable interface among the District’s local area networks, access to mainframe systems and the worldwide web/Internet; and participating in the planning, implementation and maintenance of network security.

EXAMPLES OF DUTIES

-Provides technical support for the purpose of assisting users with computer hardware and software problems and proper operations of services and systems.

-Determines the most efficient and cost-effective method to diagnose/repair/ maintain computers for the purpose of ensuring the availability and proper

operation of hardware, software and network services and systems.

-Ensures that projects are completed in a timely manner and align with documented project requirements such as in a scope of work (SOW).

-Prepares/configures/maintains computers, for the purpose of ensuring continued systems functioning and maintaining data integrity and retrieval.

-Troubleshoots audio/video equipment (e.g. voice amplification systems, projectors, TVs) and peripheral equipment (e.g. printers, document cameras, copiers) related to connectivity and usage.

-As needed, climbs an appropriate ladder to install, inspect, repair and troubleshoot equipment (e.g., wireless access points, audio/video hardware, etc.).

-Orients/guides school personnel with a wide range of related knowledge and expertise for the purpose of providing information on the proper operation of systems and services.

-Researches computer and equipment for the purpose of ensuring the availability and proper operation of services and systems as well as recommending improvements.

-Maintains repair and service records for the purpose of documenting hardware, software and installations and changes.

-Composes technical and non-technical materials (e.g. reports, memos, procedures, scope of works (SOW), etc.) for the purpose of documenting activities, providing written reference and/or conveying information.

-Interfaces with vendors/contractors to resolve technical issues related to software and hardware installation, operation and troubleshooting.

-Guides teachers, staff, and administrators for the purpose of ensuring proper and efficient usage of district hardware and/or software resources to their work assignments.

-Attends educational seminars and meetings for the purpose of maintaining current knowledge of advances and changes in hardware and software to improve District systems and operations.

-Drives personal vehicle between work sites to conduct work.

-Performs related duties as assigned.

CLASS QUALIFICATIONS

Knowledge of:

-Basic math, including calculations using fractions, percents, and/or ratios.

-Current versions of desktop operating systems.

-Current versions of cloud collaboration suites (e.g. Microsoft 365, Google Workspace).

-Current versions of mobile device management software.

-Current versions of enterprise authentication directory services (e.g. Microsoft Active Directory, Google Identity Services).

-Windows and Apple computer applications, operations and peripheral equipment.

-Local Area Network principles, operations, and basic troubleshooting.

-Basic electronic and electrical theory and power requirements of computer equipment.

-Methods, tools and procedures used in the installation, repair and maintenance of computers, local area networks, peripheral equipment and related applications and systems software and knowledge of changes in computer equipment and software.

Ability to:

-Review and interpret highly technical information, write technical materials, and/or speak persuasively to implement desired actions.

-Analyze situations to define issues and draw conclusions.

-Schedule activities and/or meetings.

-Routinely gather, collate, and/or classify data.

-Independently work with others in a wide variety of circumstances.

-Work with data utilizing specific, defined processes.

-Utilize equipment under a variety of conditions for multiple purposes.

-Climb a ladder safely to work on high-mounted equipment.

-Work with a significant diversity of individuals and/or groups.

-Maintain confidentiality of sensitive and privileged information.

-Work with similar type of data in various types of documents.

-Utilize a wide variety of types of job-related equipment.

-Independently solve problems, while working with others, to analyze issues and create action plans.

-Solve problems with data which requires analysis based on organizational objectives, and problem solving with equipment is significant.

-Satisfactorily perform the functions of the job including: providing orientation and guidance to users of computers and networks, performing diagnostics on computers, networks, peripheral equipment and related applications and systems software.

-Install, Repair and service computers, networks, peripheral equipment and related applications and systems software.

-Work cooperatively with users and other personnel, establishing effective working relationships with others.

-Communicate effectively both orally and in writing.

-Be insured at standard vehicle liability and property damage insurance rates, and maintain insurability.

-Establish and maintain records, estimating time and material costs.

EMPLOYMENT STANDARDS

Minimum Requirements:

One year of recent experience in the installation, maintenance, and support of computer and peripheral equipment and related application systems.

License or Certificate:

Positions in this classification require the possession of a valid State of California Class C driver’s license and the use of personal transportation. Also, the ability to be insured at standard vehicle liability and property damage insurance rates and to maintain insurability.

Desirable Qualifications:

Specific training in Windows and Macintosh preferred.

Certificates and/or completed courses in job-related field are desirable.

Written and oral proficiency in a second language.

WORKING CONDITIONS

Physical Demands:

-Employees in this classification must be physically and mentally able to perform the essential duties of the position without hazard to themselves or others. These include but are not limited to:

-Sitting, standing, walking for extended periods of time; kneeling, crouching, bending at the waist, climbing stairs, reaching overhead, above the shoulders to retrieve and store supplies and equipment.

-Dexterity of hands and fingers to operate a computer keyboard and other office equipment; use of wrists or hands repetitively, in a twisting motion or while applying pressure; use of both hands simultaneously.

-Lifting and carrying, pushing and pulling boxes, equipment and other supplies

weighing up to forty (40) pounds.

-Body movement or mobility to visit job sites or to observe work at any location in the district.

-Climbing a ladder safely to reach and work on high-mounted equipment.

-Driving vehicle between work sites to conduct work.

-Seeing well enough to read a variety of documents including fine print, e.g., manuals and instructions.

-Hearing and speaking well enough to exchange information using a telephone and in person including communicating with large groups of people.

-Occasional overtime work may be required to accomplish organizational goals.

Work Environment:

-Employees in this classification work primarily indoors, in an office environment, in direct contact with the public and other district staff with some hazardous conditions, continuous interruptions, and changing priorities.

-Occasional visits to other locations and district sites are required.

Requirements / Qualifications

Comments and Other Information

After an offer of employment, a candidate must submit evidence of freedom from tuberculosis, fingerprint clearance with the Department of Justice, and a pre-employment physical exam (district-paid). In addition, pursuant to Senate Bill 848 (SB 848), the District is required to conduct reference checks that include inquiry into whether the applicant has ever been the subject of a credible complaint, investigation, or disciplinary action related to child abuse, sexual misconduct, or sexual harassment.

Statement of Non-discrimination (Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972 Section 504 of the Rehabilitation Act of 1973): The Board of Education is committed to equal opportunity for all individuals in education. District programs, activities and services shall be free from unlawful discrimination, harassment (including sexual harassment), intimidation, and/or bullying based on actual or perceived sex, race or ethnicity, color, national origin, nationality, religion, age, sexual orientation, sexual preference, ancestry, ethnic group identification, gender, gender expression, gender identity, physical or mental disability, marital or parental status, or on the basis of a person’s association with a person or group with one or more of these actual or perceived characteristics, or sexual harassment in any district service, program and/or activity that receives or benefits from state financial assistance. The Board shall promote programs which ensure that unlawful discriminatory practices are eliminated in all district activities. The District will take steps to assure that the lack of English will not be a barrier to admission and participation in district programs. A copy of the District’s Uniform Complaint Policy is available by calling (818) 241-3111, Ext. 1457. Complaints alleging noncompliance with this policy of nondiscrimination should be directed to the following personnel:
Title IX Coordinator: Dr. Kelly King, 223 N. Jackson St., (818) 241-3111, Ext. 1209, titleix@gusd.net
Section 504 Coordinator: Dr. Narineh Khemichian, 223 North Jackson, (818) 241-3111, Ext. 1500, nkhemichian@gusd.net
Title II/ADA: Dr. Kelly King, 223 N. Jackson St., (818) 241-3111, Ext. 1209, kking@gusd.net