Desktop Support Technician bei Lane Education Service District

Lane Education Service District (Lane ESD) exists as one of the 19 ESDs in Oregon, with the goal of providing support to the 16 public school districts in the Lane County region. Services are focused on four primary areas: services for students with special needs, school improvement, technology support, and administrative services. 

Lane ESD Core Purpose: 
Shaping the Future: Supporting Excellence in Education

Core Values:

• Equity: We support a respectful work environment and access to educational service to all students
• Commitment: To district, student, and employee success
• Leadership: that is informed, responsive, visionary, proactive, and planful
• Collaboration: Actively engaged with our partners to achieve success
• Integrity: Approach our work with ethical actions, making and keeping commitments, courage, and humility

Technology Services, as one of the core services outlined in the Local Service Plan, approaches our work with the philosophy of “Overcoming barriers to education through technology.” Our focus on actively supporting teaching, and improving the education of students, is at the forefront of the work that we do. The Lane ESD Strategic Plan guides the agency’s vision of equity into the planning of technology initiatives. 

Desktop Support Technician

• Please ensure that your cover letter and resume outlines your qualifications for this position (based on the job description below) as well as the reason(s) for your interest in applying at Lane Education Service District. 
• When applying, it is important that your resume and application fully detail your experience with the items listed in the job description as primary duties, and knowledge/skill/training, including how many years of experience for each.
• Attached below is full job description.
• This position is full time in-person at Lane Education Service District's main campus, located at 1200 Hwy 99 N., Eugene, OR.

1.       POSITION PURPOSE:

The position provides entry level desktop support for ESD equipment students or families as assigned in ESD or district programs as assigned.  This position is responsible for set up of computers and related equipment, inventory, and end user support.

2.       PRIMARY DUTIES AND ACCOUNTABILITIES: 

The primary duties and accountabilities for the position include:

1. Complete set up and installation of computers, printers, and related equipment, including software installation, configuration, and upgrades.
2. Create user technology accounts, assign permissions, and assist new users with initial log-in to accounts.
3. Serve as first contact for staff technology related issues.

1. 1. Monitor technology work orders.
   2. Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
   3. Following up with end-users to ensure full resolution of issues.

4. Assist in maintaining computer systems and act as back up support if system goes down.
5. Serve as primary contact for parent technology related issues.

1. 1. Make contact with resident district if needed to assist with resolution of issues using district assigned technology.
   2. Provide direction or demonstration of strategies to resolve issues.

6. Maintain inventory of all equipment, software, and license users as assigned.
7. Support co-workers in maintaining department-wide knowledge and skills in troubleshooting and diagnosing technology problems. 
8. Assist in writing, editing, and revising training manuals for new and updated software and hardware as assigned.
9. Gather information and make recommendations on products or services to address end user needs.

 3.       KNOWLEDGE/SKILL/TRAINING:

A high school diploma and more than two years of advanced training/experience applicable to the position is required.  Competence in the configuration, operation, and maintenance of Windows and Apple hardware and operating systems and mobile devices.  Technical certifications (A+, Network+, Security +) or an Associates degree in computer science is preferred.  Demonstrated skill in providing excellent customer service. Demonstrated ability to manage multiple projects and priorities. Ability to fluently speak, read, and write both English and Spanish is preferred. Experience with families from diverse backgrounds including socio-economic status, race, ethnicity and language is preferred.  A valid Oregon driver’s license or ability to obtain one by date of hire is required.  Complete job learning time may range beyond six months.  

 4.       AUTHORITY: 

The position has independent responsibilities yet must function as a member of a team.  The incumbent often encounters complex, non-standard problems that require analysis of a variety of data in order to arrive at a solution.  The incumbent must also then coordinate the solution with all parties.  General supervision is available on request, however, the incumbent is expected to solve their own problems as a rule.

 5.       FISCAL RESPONSIBILITY:

The incumbent is responsible for set up and maintenance of end user computer technology and related equipment.  Errors could result in time loss or damage that could result in moderate financial impact on programs or services.

 6.       PLANNING: 

Both short and long range planning are required of the incumbent.  Prioritizing daily activities to meet the service demands of the ESD requires short range planning.  Long range planning is related to the planning for deployment of new equipment or upgrades, maintaining manuals, and managing cyclical timelines, and assisting in departmental project planning. Short range planning is related to responding to technology help requests and managing day-to-day tasks.

 7.       JOB-RELATED DECISION-MAKING: 

Decision-making is primarily related to prioritization of work to meet the concurrent demands of multiple end users, identification and selection of solutions, and follow of with end users to ensure the problem is resolved.  The incumbent must be able to discern when to forward unresolved issues to the next level of support personnel. The incumbent is expected to support department improvements by contributing feedback on processes and sharing knowledge of new technology.

 8.       INTERPERSONAL CONTACTS AND RELATIONSHIPS:

The incumbent has routine contact with ESD staff and vendors; with periodic contact with parents.  The incumbent serves as the first point of contact for staff and parents. The troubleshooting aspect of contact typically involves receiving information regarding a problem and then communicating a solution in a manner that is understandable to the end user.  The incumbent must maintain a global viewpoint, an awareness of the non-technical aspects of a variety of ESD services, and excellent communications skills.

9.       PHYSICAL DEMANDS: 

Generally the incumbent is seated, standing, or walking at will requiring minimal physical exertion.  Occasionally the incumbent must lift up to 50 pounds, climb, crawl, stoop, or otherwise work in an awkward position when installing or inspecting equipment, cable, wire, etc.

The incumbent generally works in an indoor work environment performing clean, non-hazardous work.  The operation of computer hardware in the work environment presents some exposure to noise above what is typically experienced in an office.  The incumbent may occasionally experience emotional confrontations from clients who are frustrated with a technical problem. The incumbent may travel periodically when providing support to classroom staff or families.  The incumbent must be available to work a flexible schedule to meet the needs of families. 

 11.   EXPECTATIONS:

1. Effectively engage with individuals in a culturally appropriate and responsive manner.
2. Demonstrate professionalism and appropriate judgment in behavior, speech, and dress in a neat, clean, and appropriate professional manner for the assignment and work setting.
3. Utilize appropriate equipment and software as established for agency use as well as other equipment and software appropriate to the assignment.
4. Maintain regular and punctual attendance.
5. Confer regularly with immediate supervisor.
6. Follow all District work procedures and reasonable requests by proper authority.
7. Perform program responsibilities in accordance with statutes, administrative rules, policies, and collective bargaining agreements

12.   EVALUATION:

Performance will be evaluated in accordance with the provisions of Board policy and the evaluation program adopted for the position.


About Lane ESD’s Technology Services
Lane ESD Technology Services provides support internally as well as to sixteen school districts in Lane County.  The department’s purpose statement is “Removing Obstacles from Instruction.”  In addition to having strong technical skills, the person filling this position will need excellent organizational skills and the ability to consistently provide support in a systemic context.

About Lane ESD

• In providing services to Lane County school districts, Lane ESD seeks to fulfill our core purpose of Shaping the Future: Supporting Excellence in Education. Lane ESD employees strive to embody core values of equity, commitment, leadership, collaboration, and integrity.
• The mission of education service districts is to assist school districts and the Department of Education in achieving Oregon’s educational goals by providing equitable, high quality, cost-effective and locally responsive educational services at a regional level. The ESD partners with school districts, local universities and community college, and other community agencies in providing quality services to the component school districts in Lane County.
• Lane Education Service District provides a wide array of services to the 16 School Districts in Lane County serving about 45,000 students. Services in special education, school improvement, technology, and administrative services are designed to support districts in meeting the challenge of serving a diverse student population. We focus on systemic school improvement, multicultural curriculum, and assisting districts in development of students who are well prepared to be global citizens. Additional information about Lane ESD is available at www.lesd.k12.or.us