Complete Description:
The Resource for this role will be a dedicated Support Technician for the District of Columbia Public Schools (DCPS), responsible for providing Desktop and Remote Support primarily in a Mac OS X environment. Must have experience with imaging on Mac OS X, installing application updates, mobile deployment, and iOS deployment (iPad support). Will be supporting end users in DCPS classrooms in all Wards of the District - anywhere from Wilson High School in NW to Anacostia High School in SE. Travel to multiple schools during the day will be required. Will be on-site in the schools daily acting as technical coordinators. Must have the ability to manage workload to balance needs of schools, report back to ITServUs daily on progress. Will be interacting with school children of various ages 9-18, faculty, administrators.
Also includes PC environment, VIP Support, Desktop Imaging, Network Printer Support, and Hardware Moves. Support includes hardware and software problem resolution, equipment Installation/Move/Add/Change, and data migration. Responsible for timely resolution of assigned incident and change tickets using Ticketing System within established Program Service Level Agreements (SLA).
Experienced in Mac OS X, Win7 OS, Microsoft Office Suites, Active Directory, Apple Devices (iPhone, iPad configuration), Remote Tools (Landesk/Bomgar).
Ability to lift and move PC equipment (Up to 40lbs.)
Required traveling with flexibility scheduling 24x7x365 (Nights and Weekends included).
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Experience with and technical knowledge of Mac OS X & Office 2008 for Mac
Required
1
Years
3 - Expert
Apple Certified Macintosh Technician (ACMT) certification or Apple Certified Support Professional (ACSP) certification
Desired
Provide direct desktop support
Required
8
Years
2 - Proficient
Configure and troubleshoot wireless connectivity
Required
2
Years
2 - Proficient
Experience with LAN/WAN connectivity issues (toning/tracing ports)
Desired
2
Years
2 - Proficient
Experience and use of remote control tool sets (LANDesk and DameWare)
Required
2
Years
2 - Proficient
Experience and working knowledge of Active Directory & Active Server Role
Highly desired
2
Years
2 - Proficient
Experience and knowledge of ghosting software & support of specialized apps
Highly desired
3
Years
2 - Proficient
Experience with Call Tracking Systems (preferably Remedy ITSM)
Required
2
Years
2 - Proficient
Troubleshoot, diagnose, resolve and document technical service requests
Required
5
Years
3 - Expert
MCSA or MCSE
Nice to have
Configure and troubleshoot wireless connectivity
Required
Technical proficiency with Windows support - experience in an academic setting may be considered
Required
8
Years
3 - Expert