Technical Support Manager en Ontario-Montclair School District (K-8)

 

Technical Support Manager 

GENERAL PURPOSE

Under the supervision of the Director of Information Technology Services, participates in the planning, designing, installing, repairing, and maintaining of the district’s network information systems and related equipment; supervises and schedules the work of technical support staff;  monitor the help desk tickets to ensure that work orders are assigned to techs and completed in a timely fashion; follows up with pending work orders that have not been closed in a timely fashion; provides a high level of customer services to District staff; participates in the operating functions of the department, including hardware, software, servers, networks and telecommunications; and performs related duties as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises and participates in projects to install, maintain, troubleshoot, and repair microcomputers, telecommunications equipment, and network equipment and peripherals.
• Develop and enhance Desktop Management tools such as SMS/SCCM, LANrev for patch management, software distribution, imaging, and reporting.
• Participate in the design, implementation and administration of Desktop computers and related infrastructure.
• Mentor and train staff, advising management on tactical and strategic operational improvements for better operational capabilities, lower costs of delivery, and participate in 24x7 support of the infrastructure.
• Troubleshoots, diagnoses, resolves and documents difficult hardware, software and network connectivity problems, referring only the most complex problems to other IT technical staff or vendors for resolution.
• Installs, configures and maintains specialized business, curriculum and operations support software to meet customer needs and computing requirements.
• Coordinates the resolution of major hardware and software incidents with appropriate customers, vendors and other technical staff.
• Analyzes trends in reported problem calls and implements improvements.
• Develops installation and operational procedures, office automation solutions and quality assurance standards.
• Develops and conducts formal and informal end user technical orientation and training involving new hardware capabilities, and provides technical training to other IT support staff, as needed.
• Defines and recommends appropriate hardware and software configurations and standards to meet customer needs, and prepares specifications for purchase of software and other peripheral devices.
• Coordinates equipment delivery, software licensing compliance and inventory/asset control.
• Order and administers licenses for assigned software packages, in consultation with appropriate management and other information technology staff, as needed.
• Maintains service level agreement repair and response times to help desk requests for service on technology equipment.
• Uses automated tools to track and respond to client request for services.
• Maintains service records for compliance with all state and federal laws and regulations.
• Maintains technology shop repair budget and supply list to meet desired customer level service for the repair of district technology equipment.
• Maintains technology vehicles and associated budgets. Recommends repair or replacement of vehicles through the annual budgeting process.
• Recommends the transfer, replacement or dismissal of subordinates based on job performance, or district needs according to existing district policies
• Participates in short and long-range planning for the Information Technology Services department or District as required.
• Attends technology conferences, training or workshops as appropriate to improve technical and leadership skills.
• Excellent verbal and written communications skills are essential for this position as are analytical and problem solving skills.

 

QUALIFICATIONS

Knowledge of:

• Computer Operating Systems Windows, LINUX/UNIX, and MAC OS .
• Server Operating Systems, including Exchange, Windows, LINUX/UNIX and MAC OS
• Computer Hardware including Windows Workstations, or compatible, Macintosh workstations, printers, handheld computing devices, and other peripherals.
• Desktop Management tool such as LanDesk, SCCM/SMS, Altiris etc.
• Asset inventory management software.
• Help Desk software.
• Microcomputers and their related software and hardware.
• Routed/switched TCP/IP environment.
• Provide support in a multi OS work environment.
• Work with other staff members to resolve complex technical problems.
• Communicate with District staff and school personnel.
• Manage a mobile staff of technical workers across a wide-area to service the diverse needs of the district.
• Prioritize repairs in accordance with district needs.
• Maintain repair records to meet any state and federal compliance reporting needs.
• Maintain a good working relationship with outside vendors.
• Comply with district policies and procedures.
• Bachelor's degree in Computer Science or Information Systems or related field.
• Must have 3-5 years experience managing teams in a technical support/customer service environment.
• Experience of the latest network technology, desktop operating systems, remote management, and help desk software.
• Vendor certifications such as Cisco, Dell, Apple, and Microsoft are highly preferred.

Ability to:

EDUCATION AND EXPERIENCE:

Licenses:

A valid Class C California driver’s license, good driving record and the ability to maintain insurability under the District’s vehicle insurance policy

 

Physical Demands

While performing the duties of this class, an employee is regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate computers and other standard office equipment; and reach with hands or arms. An employee is frequently required to walk and stand and occasionally to lift up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. 

 

Mental Demands

While performing the duties of this class, an employee is regularly required to use oral and written communication skills; read and interpret complex data, information and documents; analyze and solve problems; observe and interpret situations; use math and mathematical reasoning; learn and apply new skills or information; perform highly detailed work on multiple, concurrent tasks; work under changing deadlines with frequent interruptions; work effectively as a team leader or member; and interact with managers, internal customers, employees, vendors, consultants and others encountered in the course of work.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works under typical office conditions, and the noise level is moderately quiet. Lifts and moves objects weighing up to 50 pounds. Climbs ladders while carrying equipment weighing up to 25 pounds. Position requires standing, bending, and walking for extended periods of time, along with twisting and bending at the torso. May include kneeling, crouching, or crawling on floor, under equipment, etc. Drives to various district sites in all kinds of weather.

EDUCATION AND EXPERIENCE: • Bachelor's degree in Computer Science or Information Systems or related field. • Must have 3-5 years experience managing teams in a technical support/customer service environment. • Experience of the latest network technology, desktop operating systems, remote management, and help desk software. • Vendor certifications such as Cisco, Dell, Apple, and Microsoft are highly preferred. Licenses: A valid Class C California driver’s license, good driving record and the ability to maintain insurability under the District’s vehicle insurance policy

$124,543-$145,754 plus fringe benefits allocation

NOTICE OF NONDISCRIMINATION IN EMPLOYMENT The Governing Board adopted a policy that prohibits discrimination, harassment, intimidation, and bullying based on actual or perceived ancestry, age, color, disability, gender, gender identity, gender expression, nationality, race or ethnicity, religion, sex (or sexual harassment), sexual orientation or association with a person or a group with one or more of these actual or perceived characteristics at any district site and/or activity. The Board also prohibits retaliation against any district employee or job applicant who complains, testifies or in any way participants in the district's complaint procedure instituted pursuant to this policy. Board Policy 4030 and Administrative Regulation 4030 and Administrative Regulation 4031 are available upon request or on the district's website at www.omsd.net/domain/56. The coordinator/compliance office (s) may be contacted at: Human Resources, Assistant Superintendent 950 W. D Street, Ontario CA 91762 909-459-2500 email:OMSD.net If you need assistance please contact Edjoin at the applicant helpdesk at 1-888-900-8945 after you have read the frequently asked questions. Edjoins hours of operation – Monday through Friday, 8:00 A.M. to 5:00 P.M. PST The District is not responsible for incomplete applications. All documents must be legible. Documents must show applicants name and Educational institution name to be accepted. (copy of official transcripts must show name of applicant and institution conferred degree awarded with date and/or transferrable unit totals) Due to the volume of applications we receive it is not possible to give information over the phone regarding the status of applications. Notification will be sent through the e-mail system as the posting progresses. Please submit the required attachments. Incomplete applications will not be accepted. We do not accept documents by mail, fax, email or walk-ins. All items must be scanned and attached to your Ed Join application. Failure to attach the required correct documents will result in your disqualification as an applicant. Testing is conducted on an on-going basis, and testers are encouraged to test in advance of postings to have the requisite documents on file when postings occur. Upon acceptance of the District’s offer of employment, new hires may be required to complete a baseline physical examination prior to the first day of employment. Testing info “Applications are initially screened for qualifying information and qualified applicants will be notified of test date, time and place by email provided on the application. Testing may include written, oral, performance, or other evaluation methods appropriate to measure knowledge, skills and abilities required. Please review your email often and also check your spam blocker. APPLICANTS MUST PASS ALL TESTS IN ORDER TO BE CONSIDERED FURTHER. In the event a large number of applicants pass all tests, further screening may occur to insure that the most qualified applicants are invited to an oral interview. “