Tech 3 - Product Support

Job Title: Tech 3 Product Support

Position Function: The Product Support Technician 3 is directly responsible to the Assistant Supervisor of Product Support and accountable to the Supervisor of Computer Systems Support for programming tasks required for district's computers.

Essential Performance Responsibilities:

• Works on several phases of programming with only general directions
• Gathers data for analysis of problem areas
• Prepares test data for testing and debugging programs and analyzes test results
• Prepares required documentation or modified documentation for each project assigned in accordance with established sectional standards
• Reviews all projects with the Assistant Supervisor of Product Support before placing into production
• Provides a contact point within Data Processing Department to log problems and assist in restoration of service when time allows and/or directed by workload
• Possesses knowledge of all phases of work required and is available to work different hours, be on call, and/or carry a pager when directed by workload
• Assists with training of the Product Support PC Software Trainee
• Assists in the definition of pertinent specifications, information requirements, and operational needs of the project
• Works on major new system application areas

Additional Duties: Performs additional duties as assigned by the Assistant Supervisor of Product Support and the Supervisor of Computer Systems Support.

Equipment: This position requires the ability to use SMART boards and iPads in addition to basic office equipment such as computers, copiers, scanners, and fax machine. Must always comply with WPS guidelines for equipment use.

Travel: Limited travel between schools and central offices may be required.

Physical and Mental Demands:

• Occasional evening/weekend work may be necessary
• Must be able to lift 30- 50lbs
• Ability to work in tight quarters
• Work in temperatures variations
• Can be physically demanding

Knowledge, Skills, and Abilities:

• Willingness to learn about technology and an aptitude to support technology which may include: Installing and configuring software, basic network administration, basic understanding of Desktop and Network Operating Systems, basic hardware and software troubleshooting and diagnostics (narrow down the problem and process of elimination)
• Ability to research, evaluate and make recommendations regarding instructional technology
• Strong people and communication skills
• Well organized with good time management skills
• Ability and willingness to share technical knowledge and train all levels of users to provide on-going staff/student training opportunities
• Displays a significant degree of professionalism and confidentiality
• Ability to conform to proper standards of professional dress and appearance
• Knowledge of company's mission, purpose, goals and the role of every employee in achieving each of them

Interrelations:

• Contact with personnel within the district and with customers and vendors
• Will be working under the direct supervision of the department supervisor in order to complete day to day tasks
• Will be working with a diverse population requiring the ability to handle all situations with tact and diplomacy
• Must understand and respond appropriately to customer needs and maintain a positive attitude with all customers and colleagues
• Expected to interact with all internal and external customers in a friendly, professional manner and provide quick, responsive customer service

Employee Punctuality and Appearance:

• In order for schools to operate effectively, employees are expected to perform all assigned duties and work all scheduled hours during each designated workday, unless the employee has received approved leave
• Any deviation from assigned hours must have prior approval from the employee's supervisor or building administrator
• All employees are required to report to work dressed in a manner that reflects a positive image of USD 259 and is appropriate for their position

Qualification Profile:

• A High School Education or GED equivalent is required
• Bachelor's degree in Management Information Systems or computer Information Systems and network certification or substantial training with a solid knowledge and experience of local area and wide area networks is preferred
• A minimum of one year WPS experience or a related field required
• Strong leadership, troubleshooting, and teamwork skills as well as an extensive knowledge of computer hardware, software, networking and other technology applications (including maintenance and repair of various kinds of computer hardware and an understanding of a variety of software packages) are vital

FLSA Status: Non-Exempt