RECRUITMENT BULLETIN #15-71                                                                                                          September 28, 2015
   
 
 
POSITION:                 Microcomputer Technical Support Specialist - Provisional
 
SALARY:                    $52,870 – $64,014
 
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 Microcomputer Technical Support Specialist performs work in the design, development and implementation of computer applications and local area network operating systems in an urban school district; designs, develops, and implements local area networks and their operating systems; installs, customizes and maintains vendor supplied software for LANs operations; generates and maintains LAN operating systems, WANs and telecommunications network operations; prepares charts, tables and diagrams to assist in analyzing LAN and WAN problems; provides training and instruction in LAN and WAN systems; studies and evaluates new methods, procedures, hardware and software to determine adaptability to LAN/WAN technology and provide recommendations; 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.
• Maintains proficiency in current BPS systems, configuration and management tools per specific area duties.
• Operate, maintain, and provide 2nd level 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.
• Assist with definition, design, and engineering of district-wide networked systems and related operating systems.
• Performs the installation, customization and maintenance of approved vendor supplied hardware, software and firmware as needed.
• Monitors and adjusts systems to maintain optimal performance.
• Performs the diagnostics, resolution, and/or replacement of faulty hardware and software, including Ethernet cabling and patch cables.
• Performs patches, hot fixes, and version upgrades with applicable staff and areas, along with testing following upgrade/change events.
• Assists with performing system traces and packet captures for analysis to determine resolution of system errors.
• Maintain system documentation, charts, tables, and diagrams to support: Diagnostics of problems, analysis of service gaps, contracted vendor installation and/or replacement of systems.
• Assists with editing the documentation and implementation of best practices for services.
• Offers input to management for decisions and/or service adjustments in regard to the strategic direction of services and technology.
• Assists the research and evaluation of new systems, methods, procedures and industry trends and implementation of approved prototype and beta test projects.
• Generates NOC/help desk tickets as required.  Follows-up and closes all assigned tickets. Refers tickets the specialist is unable to resolve to Sr. specialist and/or support vendor.
• Identifies deficiencies and assist remediation of documentation, training, and appropriate access to tools to obtain 100% first call resolution of all tickets.
• Assists the project owner/manager for projects within specialization area, identifying issues with project compliance, task priorities, and schedules.
• Follow BPS Network and Security access protocols.
• Maintains the ongoing operations of network security, automated log analysis and audit compliance systems.
• Follow disaster recovery/business continuity processes and procedures.

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.
• Provides training and instruction of users. Advises other departments for the efficient use of systems, management tools, and technology.

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
 

• Good knowledge of computer, smart phone, server and network hardware, software, and peripheral equipment;
• Good knowledge of IT System capabilities and limitations and application of same;
• Good 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 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 independently with minimal supervision and direction from management;
• 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 a Computer Support Technician.
 
OPEN COMPETITIVE
 
 

1. Graduation from a regionally accredited or New York State registered four year college or university with a Bachelor’s Degree and one year of experience in data processing which included at least one year of experience in programming and/or maintenance of vendor supplied operating software and one year of experience in the installation and maintenance of LAN operating systems;

 
OR
 
 

2. Graduation from a regionally accredited or New York State registered two or four year college or university with an Associate’s Degree in Data Processing, Computer Science, Business Administration or related field and three years of experience in local area network installation, maintenance, training or programming;

 
OR:
 
 

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

 
OR:
 
 

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

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



 
 
FINAL FILING DATE:   October 12, 2015

APPROVED:



 
Darren J. Brown
Associate Superintendent for Human Resources