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:: IT Support Assistant Candidate Pool (formerly Instructional Technology Assistant) ::

Department:
Educational Service Center

Position Code:
20000684 - IT Support Assistant Candidate Pool (formerly Instructional Technology Assistant)

Work Hours:
Varies/ 41 weeks

Application Deadline:
04/05/2013

Position Description:

FUNCTION: Under general supervision, provides first-level technical support functions and training for MPS Information Technology (IT) system users; identifies and resolves problems; and maintains computer hardware and software systems, instructional technology equipment, and peripherals.

QUALIFICATIONS:

  • Associate’s Degree in computer technology; AND one year of technical helpdesk experience, preferably in a school environment; OR an equivalent combination of education, training and experience as determined by Human Resources. 
  • Knowledge of troubleshooting techniques for computer hardware, software and peripheral equipment.
  • Knowledge of Technical support principles, processes, and standards.
  • Knowledge of Networked computer system environments and peripheral device capabilities.
  • Knowledge of Instructional technology equipment setup procedures and maintenance standards.
  • Knowledge of Software applications and operating systems used at MPS, including Microsoft OS and MAC OS.
  • Knowledge of Principles and protocols for the management of MPS electronic information.
  • Knowledge of IT access policies, and data security protocols.
  • Skill in Diagnosing and resolving technical problems in a network environment.
  • Skill in Responding professionally, effectively and efficiently to customer service requests.
  • Skill in Assessing customer support needs, and implementing effective solutions.
  • Skill in Using basic tools and procedures for repairing computers, equipment and peripheral devices.
  • Skill in Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
  • Skill in Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.
  • Skill in Establishing and maintaining effective working relationships with co-workers and clients.
  • Skill in Communicating effectively verbally and in writing.
  • A valid Minnesota State Driver’s License may be required.
  • Work is performed in a computer laboratory and standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently.
  • A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage. Requires vision capacity to perform fine calibrations and differentiate between colored wires.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Responds to client/user help desk inquiries and requests for Information Technology (IT) services.
  • Works independently, and makes appropriate decisions based on experience; performs work within scope of authority and training; duties may vary according to job assignment.
  • Interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error.
  • Defines problems, identifies and isolates errors, and implements technical solutions to solve problems.
  • Provides technical support, training and assistance to employees; explains IT issues, and implements solutions according to IT Department standards, guidelines and procedures; follows up with users to assure the optimal functionality of the users’ systems.
  • Refers complex problems which are beyond the skills of the IT Support Assistant to senior technical staff, and tracks the problem until it has been resolved.
  • Installs, moves, updates and integrates computers, workstations, network systems, communications equipment, and peripherals; installs and configures software upgrades, enhancements and revised functions; verifies functionality, compatibility and performance of IT systems.
  • Adds new users to network system, and sets file share and access controls.
  • Uses basic tools, equipment and procedures to repair computers, equipment and peripheral devices.
  • Documents work completed and maintains IT records; notifies manager and other technicians of unusual problems or problem trends in order to facilitate continued improvement of client services.
  • Identifies technical problems which need to be addressed by improved policies and procedures.
  • Maintains and enforces all aspects of security and confidentiality of records and information.
  • Assists in evaluating new technology, and administering equipment inventory.
  • Demonstrates courteous and cooperative behavior when interacting with students, clients, visitors, and MPS staff; acts in a manner that promotes a harmonious and effective workplace environment
  • Enthusiastically promotes the Superintendent’s goals and priorities in compliance with all policies and procedures.
  • Maintains absolute confidentiality of work-related issues, records and MPS information.
  • Other duties or tasks may be assigned on an as-needed basis
  • At times may be required to work outside normal business hours and work extended hours to accomplish requirements of the position.

SALARY:  ESP Local 59  $17.71/hr

METHOD OF APPLICATIONAll applicants, including MPS employees, must complete an on-line application at www.mpls.k12.mn.us (click on employment).  In addition, upload an electronic copy of both your cover letter and resume to your application at the time that you apply.  Make sure that you apply for the specific position in which you are interested.  Only complete applications, which include all of the following items, will be considered:

Cover Letter

 Resume

On-Line Application  

Final candidates may be invited to interview with a committee.  Final appointment to this position will be contingent upon passing a criminal background check.

 

AFFIRMATIVE ACTION POLICY:Minneapolis Public Schools will not deny anyone the opportunity for training or employment because of sex, race, religion, color, creed, national origin, marital status, age, sexual preference, disability or status with regard to public assistance.

 

The Minneapolis Public Schools is an Equal Opportunity/Affirmative Action School District