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OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SERVICES TECHNICAL ASSISTANT I

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IT Services Technical Assistant I

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Services Technical Asst CODE: 5125 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Services Technical Assistant I GRADE: 14 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction, provides technical assistance, instruction, troubleshooting and service to users of electronic devices (like Blackberry, cell phones, etc.); responds to requests for assistance regarding malfunctions or unfamiliarity with equipment; instructs school based and central office staff in use of equipments; works to provide technical maintenance to users; maintains equipment inventory, ordering replacement units as needed; maintains database of equipment and equipment users; researches comparable products and service plans; provides current information on new products and pricing to the director; and provides administrative support to unit.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of microcomputers and other hand-held computer equipment. Able to develop ability to diagnose problems with equipment and equipment users. Ability to train and support users who represent a wide range of technical expertise. Ability to communicate effectively with users in non-technical language to explain problems and corrective measures being implemented. Familiarity with MCPS policies and procedures. Excellent written, verbal, and human relations skills required. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: High School or GED diploma required. College course work in business or technical training in telecommunications; some experience in the installation and repair of telephones, wiring, and other electronic equipment; electronics and electrical theory and repair, and experience in the evaluation, operation, maintenance, and repair of instructional equipment; Experience in the following areas: determining accuracy of costs and usages on telecommunication bills; reporting problems and procedures to telecommunication vendors and MCPS Maintenance Division; and hands-on telephone system usage, testing, and station repair. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered. Minimum of two years field experience in installation and maintenance of telephone systems.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) None
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Establishes accounts for approved users and maintains a log of those users.

2. Performs more routine and technical or administrative tasks associated with technology initiatives.

3. Provides equipment use instruction to staff.

4. Researches new equipment and service plans.

5. May perform routine comparisons of service plans and analyses of information.

6. Participates in the evaluation of vendor equipment and service plans.

7. Resolves basic user issues.

8. May handle correspondence and other staff and customer communications.

9. Provides administrative support to unit.

10. Performs related work as required.
Class Established: 7/1997
Date(s) Revised: 11/2006, 7/09
Last Reviewed: 11/2006

This description may be changed at any time.