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Technical Systems Support Specialist

Lincoln Intermediate Unit #12
Job Description
TITLE:   Technical Systems Support Specialist H.R.  Approval: 4/27/2018 DEPARTMENT:  Educational Technology Services   Division Approval:  4/28/2018 LOCATION:  LIU Offices and customer locations Board Approval:    8/1/2006 REPORTS TO:  Assistant Director, Educational Technology Services  Salary Schedule: Tech-C DATE:  April 2018 REVISION DATE: 4/27/2018, 4/24/2019 
 
 
SUMMARY OF PURPOSE 
 
This position is responsible for providing technology infrastructure support within the Lincoln Intermediate Unit (LIU) and as a service to the customers of the LIU. An ability to troubleshoot issues, provide cost effective solutions and provide outstanding customer service skills are paramount. 
 
ESSENTIAL FUNCTIONS 
 
1. Assists with all aspects of the technology infrastructure, including Internet connectivity, routing, DNS, phones, virtualized servers, firewall and security appliances.  
 
2. Ensures that best practices are followed as they relate to deployment, security, disaster recovery and usability of solutions.  
 
3. Provides guidance and support to technology support personnel when needed. Assists with escalated end user issues. 
 
4. Coordinates audiovisual and remote conference setup for meetings, workshops and conferences. 
 
5. Assists with the contracted support services and builds relationships with LIU customers. This may include travel to customer locations for on-site support and training. 
 
6. Develops and maintains technical documentation for existing and new technology services. 
 
7. Maintains IT Asset Inventory and assists the Assistant Director in developing and maintaining a fiscally responsible device replacement cycle. 
 
8. Assists with the monitoring, troubleshooting and maintenance of core network infrastructure including routers, switches and wireless. This may include travel to remote office locations.  
 
9. Monitors, implements and maintains data backup and recovery technologies for all LIU hosted data.  
 
10. Assists with G Suite for Education administration, including, but not limited to, user maintenance, Chrome device management, Google Docs and Gmail. 
 
11. Assists with the deployment and administration of virtualized Windows Servers, email services and other key technologies. 
 
12. Provides support for LIU data warehousing, financial and student information systems. 

 
DIVISION/ORGANIZATION 
 Keeps current with trends and developments that impact the use of technology within the LIU and its customer organizations. 
 
 Makes decisions consistent with LIU mission and core values, establishes and maintains effective communication and positive relationships within the LIU, and fosters professional development of LIU staff. 
 
 Performs other functions as assigned by the Director or Assistant Director. 
 
 Contributes to the effective team management of all issues and opportunities within LIU. 
 
MARGINAL FUNCTIONS 
 Identifies and reports any issues related to security and data vulnerability to the Director or Assistant Director. 
 
 Identifies and develops solutions to globally address a pattern of support issues or a workflow that is in need of improvement for efficiency, productivity or effectiveness. 
 
 Identifies and participates/leads in revenue generating opportunities for the division. 
 
SCOPE AND IMPACT 
 
This position works independently with internal and external customers to include school districts, outside agencies and organizations and various vendor organizations.  
 
MINIMUM QUALIFICATIONS 
 
 Two-year degree, plus a minimum of two years of experience within the technology support field or a minimum of 6 years equivalent experience, required.  Valid driver’s license and have access to personal transportation, required.  Experience with administration in a Microsoft Windows operating system, Exchange and Cisco environment, preferred.  Familiarity and understanding of the functionality and support of all deployed operating systems within the LIU (e.g. Windows, Chrome OS, Mac OS, iOS, etc.).  Proficiency with the Microsoft and Google office productivity suites.   Strong technology skills in working with local area networks and Cisco products. 
 
 
SPECIAL SKILLS 
 
 Must be highly organized and detail oriented with excellent communication skills, both written and verbal.   Must be highly confidential at all times with full access to all data in the organization.   Must be flexible to work on multiple tasks.  Ability to prioritize and use time management techniques as necessary.  Ability to learn new skills and deal with constant change.   Ability to work in small and large groups.   Ability to communicate technical information to a non-technical audience. 
 
 
PHYSICAL/MENTAL/ENVIRONMENTAL 
 
Physical - Sit: 50%   Walk/stand: 50%   Lifting: Light lifting with occasional heavy lifting   Occasional use of step ladder. 
 
Mental -  Ability to use clear and good judgment 
 
Environment -  Normal office environment 
 
 
Contact Information