Under general supervision, as a Lead Technology Support Specialist, assigns and monitors
the work of the user support staff. This includes, Technology Services Coordinators,
Computer Operators, Telecommunications Technicians and other staff as may be assigned
under the Technology Support area.
III.
Examples of Duties
Performs all the duties defined for the Technology Services Coordinators. Assists in
planning and documenting Technology Support procedures. Assigns and prioritizes
support requests. Monitors work assigned to insure time lines are met as needed by
departments and schools. Helps define and document support standards and procedures.
Reviews work completed to insure adherence to defined procedures and standards. Assists
and trains new help desk staff members.
IV.
Distinguishing Characteristics
Persons in this position are capable of performing high level customer support tasks. They
have the ability to coordinate efforts of the staff to meet timelines. They are able to work
cooperatively with other department staff to provide assistance.
They have a strong knowledge of the operation and planning needed to assist users in being
successful in using the district’s centralized application systems. They have the ability to
deal with difficult support situations and follow through to make certain the issues are
resolved. They are effective in dealing with outside support resources that are needed to
assist in user support issues. They have a strong customer service focus and a sense of
urgency to meet their needs.
V.
Employment Standards
A.
Knowledge of: General principles and operation of computer systems, related equipment and
current technology.
Business and Student information systems as used in the district.
Effective customer service strategies.
Computer operations functions and duties.
Telecommunications Technicians functions and duties.
B.
Ability to: Troubleshoot complex user difficulties.
Analyze uses of technology and provide assistance and guidance to help users take
advantage of technology solutions.
Train users and support staff on effective uses of technology.
Apply effective supervision and training techniques and work cooperatively with
others;
Assign, schedule and lead support staff in meeting the needs of department and
school users.
C.
Education/Training/Experience: Completion of 12th grade or equivalent and successful completion of additional
courses in technology or any combination of education, experience and training
which meets or exceeds the standards of knowledge, skills and abilities listed above;
five years work experience in a technology related environment.
