RECRUITMENT BULLETIN #15-72                                                                                                                      September 28, 2015

   
 
 
POSITION:                  Computer Support Technician - Provisional
 
SALARY:                     $39,876 - $47,303
 
LOCATION:                Information Technology Department – 809 City Hall Buffalo, NY 14202
 
APPLICATION:  CANDIDATES FOR THIS POSITION SHOULD COMPLETE AN APPLICATION AVAILABLE ONLINE AT www.buffaloschools.org
Applications successfully received will generate a confirmation email to the account listed on the application. If you do not receive a confirmation email, we cannot guarantee that your application was received. You must submit an application until you receive a confirmation email.

DISTINGUISHING FEATURES OF THE CLASS

A Computer Support Technician provides support and implementation of local area networks by customizing vendor supplied operating software and assisting in the installation of the operating hardware; assists in the training and instruction of local area network users and local area network coordinators; implements the upgrading of work station software on local area networks; evaluates systems software and hardware and provides reports; provides support of PC hardware and assists clients in utilizing application software; may install and maintain network cabling systems.
 
TYPICAL WORK ACTIVITIES
General and Technical:
 

• Provides knowledge in a technical specialization area, contributing to the advancement of the instructional goals of the district.
• Learns proficiency in current BPS systems, configuration and management tools per specific area duties.
• Operate, maintain, and provide support of district-wide systems and related operating systems. Provide support remotely from Network Operations Center (NOC) as much as possible to gain support efficiencies.
• Performs the installation, customization and maintenance of approved vendor supplied hardware, software and firmware as needed.
• Monitors systems to maintain optimal performance.
• Performs the diagnostics, resolution, and/or replacement of faulty hardware and software, including Ethernet cabling and patch cables.
• Assist with patches and version upgrades with applicable staff and areas.
• Assist team with system documentation, charts, tables, and diagrams to support: Diagnostics of problems, analysis of service gaps, contracted vendor installation and/or replacement of systems.
• Follows the documentation and implementation of best practices for services.
• Generates NOC/help desk tickets as required.  Follows-up and closes all assigned tickets. Refers tickets the technician is unable to resolve to specialist.
• Follow BPS Network and Security access protocols.

Team Interactions and Staffing:
 

• Maintains a positive working relationship with all areas of BPS with a focus on customer service.
• Collaborates with other team members across specialization areas.
• Interacts with BPS instructional and facilities staff for district systems maintenance and operation.
• Assists in the training and instruction of users.

Budget:
 

• Maintains and advises the ordering and inventory of materials, supplies and equipment as needed for the specialization area, including developing and maintaining inventory database and service contracts.

Other:
 

• Undertakes physical activities such as keyboarding, lifting, driving a motor vehicle, and tasks related to the installation, troubleshooting and support of specialty area systems, weighing in excess of 60 pounds.
• Works in schools where students (children), teachers and administrators are present.
• Travels to building sites, holds and maintains a valid New York State driver's license, and has a reliable vehicle to travel to assigned work locations.
• Maintains communications with supervisors and team members (e-mail, voice mail, etc.).
• Other duties as assigned.

Technologies included, but not limited to:
 

• Network, Server and Desktop scope: Approximately 70 buildings, 380 data closets, 1,200 network switches, 3,000 wireless AP (one per classroom), 50,000 category 5e network drops, 2 data centers, hundreds of servers, and 15,000 devices.
• Networking technologies: Network switches, wireless access points and controllers, Internet access, Wide Area Network connections, load balancers, firewalls, content filter, network and system monitoring tools, network wiring, telecommunications, VoIP, unified messaging, unified communications and collaboration and video conference equipment, desktop, tablet and server OS's, including Microsoft core network and server products, and Apple OS's, MS Active Directory, Open Directory, LDAP, DNS, DHCP, SCCM, Identity and access management tools, Mobile Device Management (MDM), Antivirus, cloud platforms, e-mail, instant messaging, spam filtering and email archive, MS Office productivity tools Excel, Word, Visio, Project and Access.

 
FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
 

• Knowledge of computer, smart phone, server and network hardware, software, and peripheral equipment;
• Knowledge of IT System capabilities and limitations and application of same;
• Knowledge of quality monitoring tools and applications;
• Ability to analyze reporting tools and applications;
• Ability to operate a personal computer and smart phone, and utilize common office software programs;
• Ability to analyze and problem-solve basic computer user hardware and software problems;
• Good customer service skills;
• Ability to comprehend technical manuals;
• Ability to learn new systems and technology;
• Ability to understand and interpret written material and verbal communications;
• Ability to effectively communicate both orally and in writing;
• Ability to establish and maintain a good working relationship with others; with tact, courtesy, and integrity;
• Ability to work moderately independent with appropriate supervision;
• Physical condition commensurate with the duties of the position.

 
 
MINIMUM QUALIFICATIONS
 
PROMOTIONAL
 
Continuous and permanent status with the Board of Education for one year as Help Desk Support Specialist
 
OPEN COMPETITIVE
 
 

1. Graduation from a regionally accredited or New York State registered two or four year college or university with an Associate's degree or completion of sixty-four (64) semester credit hours in Data Processing, Computer Science or closely related program and one year of experience in local area network installation, maintenance, training or programming;

 
OR:
 
 

2. Graduation from high school or possession of a high school equivalency diploma and three years of experience in local area network installation, maintenance, training or programming;

OR:
 
 

3. An equivalent combination of training and experience as defined by the limits of (A) and (B).

 
NOTE:  Verifiable part-time experience will be pro-rated to meet full-time experience  
             Requirements.
             Proof of education must be presented a time.



 
 
FINAL FILING DATE:   October 12, 2015
APPROVED:
 
Darren J. Brown
Associate Superintendent for Human Resources