IT Support Associate

Memphis-Shelby County Schools; Memphis (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Memphis-Shelby County Schools seeks an IT Support Technician to provide first-level software and hardware assistance to end users across schools and central offices.

The role involves diagnosing problems with documented procedures, offering phone support, remote access, and on-site visits as required. Travel to school sites is expected, with opportunities to assist in network and device provisioning.

Qualifications

• Bachelor’s Degree in Computer Technology, Information Systems Management or related field.
• Associate’s Degree in Computer Science, Information Systems Management or related field.
• Two (2) years of computer science or equivalent, for a total education/experience of four (4) years.

Responsibilities

• Delivers first level software and hardware support to end users in schools and central offices.
• Diagnoses and resolves problems using documented procedures and checklists.
• Provides support for Microsoft Operating Systems - Server and OS 7, OS 8 or OS 10.
• Performs desktop and laptop repairs in-shop and on-site.
• Re-installs systems manually and remotely.
• Installs drivers for all Operating Systems on-site and remotely.
• Connects computer to appropriate printer(s) locally and through the server.
• Images new and refurbished computers with the Operating System and appropriate software like MS Office, APECS etc.
• Performs virus removal by appropriate methods and live CDs.
• Runs cable wiring from panel to wall and builds patch for CAT 5.
• Installs wired and wireless networking, firewalls and security.
• Assists in the resolution of application, hardware and software problems
• Escalates problems to a higher level technical support personnel when necessary.
• Enters calls and work into appropriate tracking system.
• Performs other duties as assigned

Education

Bachelor’s Degree in Computer Technology, Information Systems Management or related field

Associate’s Degree in Computer Science, Information Systems Management or related field

Job description

Summary Description

Delivers first level software and hardware support to end users. Diagnoses and resolves problems using documented procedures. Responds to routine calls for service and assistance. Provides phone support, accesses systems remotely or visits sites as required.

Summary Description

Delivers first level software and hardware support to end users. Diagnoses and resolves problems using documented procedures. Responds to routine calls for service and assistance. Provides phone support, accesses systems remotely or visits sites as required.

This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the primary job elements.

• Delivers first level software and hardware support to end users in schools and central offices.
• Diagnoses and resolves problems using documented procedures and checklists.
• Provides support for Microsoft Operating Systems - Server and OS 7, OS 8 or OS 10.
• Performs desktop and laptop repairs in-shop and on-site.
• Re-installs systems manually and remotely.
• Installs drivers for all Operating Systems on-site and remotely.
• Connects computer to appropriate printer(s) locally and through the server.
• Images new and refurbished computers with the Operating System and appropriate software like MS Office, APECS etc.
• Performs virus removal by appropriate methods and live CDs.
• Runs cable wiring from panel to wall and builds patch for CAT 5.
• Installs wired and wireless networking, firewalls and security.
• Assists in the resolution of application, hardware and software problems
• Escalates problems to a higher level technical support personnel when necessary.
• Enters calls and work into appropriate tracking system.
• Performs other duties as assigned

MINIMUM QUALIFICATIONS

Bachelor’s Degree in Computer Technology, Information Systems Management or related field or Associate’s Degree in Computer Science, Information Systems Management or related field and two (2) years of computer science or equivalent, for a total education/experience of four (4) years. Must be able to travel to school sites and other locations using self provided reliable transportation. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED).

Degree Equivalency Formula

Bachelor’s Degree= 4 years plus required years of experience.

Master’s Degree= 2 years plus required years of experience. Where Master’s degrees are required, years for Bachelor’s Degrees must be included.