**Position Title:** IST - Senior Technician, Technical Support Center **FLSA Status:** Exempt **Salary Grade, if non-union:** SG17 **Pay Grade, if union:** **Non-Union or Specific Collective Bargaining Agreement:** Non-Union **Our Mission:** The mission of Polk County Public Schools is to provide a high quality education for all students. To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties are intended to describe the nature and level of work being performed by the employee assigned to the position. This job description is not meant to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. Other duties may be assigned which are not listed. Additionally, when duties and responsibilities of this job change, this job description will be reviewed and updated, subject to changes and business necessity. **Custom Job Purpose:** This position exists to perform first level support via telephone and ticketing system. Provide training for users of information technology applications and create supplemental training materials and documentation. **Essential Functions of this Job** Analyze and troubleshoot system access issues. Interface with other technical staff as liaisons for the end users. Act as a technical resource for software application questions and issues. Track, monitor and elevate issues via a ticketing system. Assist in developing user training and documentation content to meet various learning styles. Provide necessary technology training and on-going technical assistance to all levels of school site and district office personnel. Assist in troubleshooting, providing solutions and resolving issues brought to the Technical Support Center. Refer the problems to the appropriate source when unable to provide resolutions. Maintain inventory of documentation and training materials. Assist in planning the level of training support needed for existing, upgraded, and new applications. **Non-Essential Functions of this Job** Performs other duties as assigned. **Knowledge, Skills and Abilities:** Extensive knowledge of Microsoft Office products and various Polk County Schools software applications. Ability to understand, interpret technical information, and transpose relevant technical information into easily understood user documentation. Strong oral and written communication skills. Ability to communicate with all levels of employees. Bilingual/biliterate preferred. **Education, Experience and/or Certification/License Requirements** Associate degree or 60 college credit hours preferred. Two years verifiable employment experience with certification accepted. Experience to include computer troubleshooting skills. Facilitating training classes and creating various types of training materials (written or multi-media) is a plus. **Work Context:** Requires sitting and some standing, walking and moving about to coordinate work. Requires face-to-face discussions and contact with students, individuals and/or teams. Requires the use of alternative communication systems, such as electronic mail, telephones and computers. Requires coordination of work tasks to establish priorities, set goals and meet deadlines. Requires work with both internal and external contacts, and with the public. **Physical Environment:** Requires working indoors in environmentally controlled conditions. Requires sitting for the majority of the day, and the ability to lift, carry, move and/or position objects infrequently weighing up to 20 pounds. **Local Code:** 10074 **EEO5:** 44 The School Board of Polk County, Florida, prohibits any and all forms of discrimination and harassment based on race, color, sex, religion, national origin, marital status, age, homelessness, or disability or other basis prohibited by law in any of its programs, services, activities or employment.