SUMMARY DESCRIPTION:
Under the direction of the Supervisor of the Technical Help Desk and Technology Service and Support, installs, tests, evaluates, modifies, and maintains management systems, application packages, and related systems software to support MCPS customer service management and IT service management. Provides account management and access, end-user support and training. Supports both Help Desk and TSS teams with day-to-day duties, including direct end-user support. Based on the assigned level, this work may include analyzing and resolving problems related to workstations, networks, servers, and printers; performing systems and data analysis; designing and implementing configuration changes; and performing related duties as required or assigned. May provide guidance and assistance to full, part-time and/or hourly employees, as required.

CERTIFICATE LICENSE:
None

KNOWLEDGE, SKILLS, and ABILITIES:
Can demonstrate knowledge of principles, concepts, and methods of applicable computer technology and its most effective and efficient utilization; good knowledge of, or ability to quickly learn, instructional technology requirements; knowledge of standard computer operating systems and the software used in a network environment; knowledge of multiple computer and network operating systems, and proficiency at standard desktop and communications applications and protocols; and ability to communicate effectively both orally and in writing. Strong aptitude for communicating with technical and non-technical individuals and teams. Proficiency in JavaScript a plus. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).

EDUCATION, TRAINING, and EXPERIENCE:
Bachelor's degree preferred. Experience in supporting users and technology administration required. Combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered..