Solutions Support Specialist

CLASS TITLE: SOLUTIONS SUPPORT SPECIALIST

BASIC FUNCTION: Under the direction of the Information Systems Supervisor, the Solutions Support Specialist performs a variety of higher level technical duties involved in the installation, configuration, operation, maintenance and repair of computer, network, and systems hardware, software and peripherals for the entire district and its sites. Provide higher level support to teachers, students, and other site and district personnel, performing technical information technology functions independently. The Solutions Support Specialist performs specialized activities and is responsible for administering, maintaining and ensuring smooth and efficient functioning of district network and systems, as well as district-owned devices and equipment. The Solutions Support Specialist assists in assigning appropriate work to site User Experience (UX) Support Specialists and provides necessary support and training to site UX Support Specialists.

ESSENTIAL DUTIES:

• Manage ticketing system (also known as helpdesk) for all technology staff and administrators. Set standards and create documentation for set up of district devices, audio/video systems, and other technology hardware and procedures.
• Install, set up, configure, modify and maintain computer hardware, software and peripherals, including audio and video equipment, to assure the smooth running of devices and systems; respond to user requests for service; install, upgrade and update computer software and applications as needed.
• Inspect, troubleshoot, diagnose and resolve hardware, software and peripheral malfunctions; install, configure, maintain and repair various peripherals such as makerspace equipment, printers, audio/visual equipment, routers, switches and cabling; replace components as needed.
• Supports site-related communications, including website, email, audio/video, and other methods.
• Provide UX Support Specialists with assistance in resolving technical, hardware, and software malfunctions; receive and respond to district emails and phone calls concerning technology problems and malfunctions; provide general troubleshooting, determine type of request and provide solutions.
• Install, maintain, replace and repair hardware, printer cartridges and other computer components; add memory to computers as requested; install, configure and resolve problems with operating systems as required.
• Configure hardware and software to assure proper operations and network connectivity; connect computers to servers to assure access to server-based applications; install and update operating systems and printer drivers as needed; configure and update e-mail