IT Support Assistant

Chapel Hill-Carrboro City Schools; Lincoln Center (KS); On-site; USD 40,000 - 48,000; Full time

Job summary

Chapel Hill-Carrboro City Schools is seeking an IT Support Assistant to deliver responsive technical support and ensure reliable technology operations across district and school sites.

The role supports the Information Technology Department, handles ticket SLAs, and assists with hardware/software upgrades and AV setup. A High School diploma or GED and a valid NC driver's license are required, with prior customer service or tech support experience preferred.

Qualifications

• High School diploma or GED required.
• Valid NC Driver's License.
• Experience in customer service or computer support preferred.
• Knowledge of Apple, Windows and Google operating systems.
• Ability to communicate with users to determine problems.
• Ability to lift up to 50 pounds.
• ADA/FMLA compliance awareness.

Responsibilities

• Deliver responsive, high-quality technical support across district and school sites.
• Maintain IT service continuity under IT Department direction.
• Process IT support requests and close tickets within SLAs.
• Maintain inventory of assets and parts; handle surplus equipment.
• Deliver and pickup equipment for repair at vendor sites.
• Assist with hardware/software upgrades and installation.
• Participate in help desk ticket support and coordination.
• Set up computer and AV equipment for meetings as needed.
• Perform other duties as assigned by the Coordinator of Client Services and Asset Management.

Skills

Customer service

OS knowledge

Communication

Education

High school diploma or GED

Tools

Job description

Reports To: Coordinator of Client Services and Asset Management

Salary Grade: 102

Work Location: Lincoln Center

FLSA Status: Nonexempt

Work Schedule: 12 Month - Full Time

Position Summary

The IT Support Assistant is responsible for delivering responsive, high-quality technical support and ensuring seamless, reliable technology operations across all district and school sites. This position plays a key role in maintaining IT service continuity under the direction of the Information Technology Department.

Follows established procedures for processing IT support requests, documents in-progress and completed work, and closes support tickets within established Service Level Agreements (SLAs).

Assists in maintaining inventory of physical assets and maintains a parts inventory.

Processes surplus equipment at assigned locations.

Delivers and picks up equipment to be repaired at approved vendor sites.

Works with other IT technicians to troubleshoot and repair computer equipment, peripherals, software applications, network connections and classroom presentation equipment at assigned locations.

Assists with the installation of new hardware and software products, including peripherals – printers, scanners, etc. – and network connections for Internet and web application access.

Participates in small and large scale hardware and software upgrades, including computer components, operating system upgrades, software drivers, etc.

Participates in help desk ticket support and coordination.

Perform related duties as assigned by supervisor

Maintain compliance with all company policies and procedures

Sets up computer and AV equipment for special programs and meetings (as needed).

Other tasks as assigned by the Coordinator of Client Services and Asset Management

Education/Experience Requirements

High School diploma or GED required

Valid NC Drivers License

Previous experience working within a customer service or computer support environment preferred.

General knowledge of various device and operating system types (Apple, Windows and Google) .

Ability to communicate with users to determine the nature of problems.

Self initiative in being part of a team and assisting technical staff.

Such alternative qualifications as the Board may find appropriate and acceptable.

Physical Requirements

Must be able to physically perform the basic operational functions of stooping, kneeling, crouching, reaching, standing, walking, hearing and repetitive motion.

Ability to lift a minimum of 50 pounds.

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

Disclosure

This document provides descriptive information about the above Chapel Hill-Carrboro City School position. Work actually performed by incumbents in this position may vary. Although this document may be used for recruiting, staffing, or career planning, the information contained herein should only be used as a guideline or recommendation for the content of and qualifications for this position. An individual’s ability to meet the qualifications and capabilities described in this document is not a guarantee of employment or promotion. Chapel Hill-Carrboro City School reserves the right to make changes to this document as deemed necessary without providing advance written notice.