Desktop Technician

The Office of Information Technology (OIT) team manages the network and computers within the Wilmington Public Schools. In addition to this open position, the department is comprised of a Director of Technology, a Network Administrator, a Systems Administrator, two Desktop Technicians, and an IT Data Assistant. In consultation with the Director of Technology, the Desktop Technician provides technical support services in wired and wireless environments with computers and laptops running Windows operating systems and Chromebooks. This position assists in the support of our students, staff and administration in their use of all information technology resources. The incumbent works independently as well as collaboratively to maintain and troubleshoot hardware, software and audio-visual equipment.

DUTIES AND RESPONSIBILITIES:

This position assists school staff with technical support of laptop and desktop computers, applications, and related technology. Support includes configuration, installation, and testing of computer systems and peripherals within established standards and guidelines. The position requires interaction with applications/software, Voice over IP telephones and computers to diagnose and resolve issues. The position serves as technology consultant and trainer to end users. The incumbent may also assist in the maintenance and testing of network servers and associated equipment. The position's responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative, discretion, and judgment.

The Desktop Technician will:

• Support technology use in an educational setting.
• Respond to end user needs in a professional and respectful manner, both verbally and in writing.
• Support end users of software such as but not limited to: MS Office, Google Apps for Education, and other applications.
• Install software applications, PCs, printers, telephones, and other peripherals.
• Install and support wireless technologies.
• Perform hardware and software upgrades as necessary.
• Image hard drives for rapid deployment locally and/or over the network.
• Analyze, troubleshoot and resolve software and hardware problems.
• Work and prioritize tasks via a Help Desk ticket system.
• Communicate with Building Principals and/or end users about the progress of repairs.
• Document and record all repairs and end user requests in said ticket system.
• Provide support for building staff in general troubleshooting, technology maintenance, updating inventories, creating Help Desk tickets, etc.
• Work with vendor support contacts to resolve technical problems with desktop, laptop and tablet equipment and software.
• Assist in troubleshooting and rectifying network issues and maintain connectivity among computers and servers.
• Troubleshoot and maintain VoIP telephone equipment and cabling.
• Assist in maintaining a district-wide software and hardware inventory.
• Compile documents on the use of hardware and software.
• Train end users in the use of applications and peripheral equipment.
• Travel to any of the locations within Wilmington Public Schools for repair and/or transport of equipment to those locations.
• Perform department project-based work as needed.
• Assist to ensure a successful computer-based MCAS test throughout school district.
• Remain current on industry trends in information technology.
• Complete other duties assigned by the Director of Technology.