System Engineer (IT Support)
NOTIFICATION OF JOB OPENING
COPPER COUNTRY INTERMEDIATE SCHOOL DISTRICT
April 3, 2018
TITLE: System Support Engineer I (IT)
To serve school districts in Copper Country and Gogebic-Ontonagon Intermediate School Districts (primarily supporting Copper Country area).
QUALIFICATIONS:
Bachelor's degree preferred. Relevant experience required
Required experience troubleshooting and supporting Windows & MacOS in a large networked Active Directory environment, both hands-on and remotely. iOS and ChromeOS experience desired
Experience with enterprise IT tools such as scripting, RDP, system management, documentation and ticket systems, and best practice implementation
Experience with TCP/IP, ethernet, and wireless networks in an enterprise environment.
Requires excellent customer communications and relations; strong documentation skills; team-oriented personality; natural multi-tasking and time-management abilities; critical thinking and ability to prioritize
Experience integrating technology into educational settings, particularly K-12 desired
Full job description below.
LENGTH: Full-time position (12 months)
APPLICATION DEADLINE: April 13 or Until Filled
COPPER COUNTRY INTERMEDIATE SCHOOL DISTRICT
JOB DESCRIPTION
April 3, 2018
Position Title System Engineer
Department REMC
Reports To REMC 1 Director
Length of Contract Full-time, 12 month Position
Anticipated Salary $39,000-42,000/year, plus benefits
Summary
REMC provides a variety of services and resources to our member districts, including Internet, network, server, technology consulting, and tech support (SupportNet).
The System Engineer Support staff are responsible for the REMC1 SupportNet presence inside the member district or customer sites. The IT support technician must be a person who enjoys learning new things, solving problems, and working with people. They must be able to communicate well and interact well with other employees. Personnel will be responsible for troubleshooting issues; documenting problems, solutions, processes and procedures; and providing professional development and technical support for teachers, staff and students. The technician is expected to undertake general tasks which will promote seamless use of the IT infrastructure in the work environment; general maintenance of computers and computer equipment and for resolving identified technical problems; to install, test and repair computer hardware, software, and peripherals; to install, test, and repair voip deployments. This support personnel will assist with not only implementing but also fully integrating and embedding technology into the curriculum to the benefit of teaching and learning. The staff will also be an information conduit between the member district and the REMC team.
Essential Duties and Responsibilities include the following
Other duties may be assigned
Work with helpdesk, office engineers, and on-site REMC staff to resolve issues in districts while on-site and remotely, and to maintain district networks and services
Work with district staff to provide professional development and training as needed
Install, maintain, repair, upgrade and update computers, workstations and other IT equipment hardware and software as directed using best practices, standards, automation and documentation
Identify problems with and repair voice over IP phones, printers, copiers, scanners, projectors, interactive boards, document cameras and other classroom technology
Install, test and document new software
Track, prioritize, document, communicate and resolve support requests using primarily the SupportNet helpdesk ticket system
Work with other SupportNet staff to provide reliable technology services and provide expert technical support to assist other REMC employees
Accurately document problems, solutions, processes and procedures using the Supportnet ticket system and wiki
Keep current on new and emerging technologies, and regularly share knowledge with colleagues
Maintain the district’s unified voice communications network as appropriate
Maintain regular communication with REMC staff, district staff, and administration
Expectations
The successful staff member will:
Be ready to assist faculty and staff with IT related problems when called upon, and respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs
Demonstrate leadership qualities
Remain disciplined in light of many competing priorities and projects
Perform appropriate issue escalation and follow-up
Implement and maintain security policies and procedures for the district network to ensure safety of data and IT systems
Monitor and subscribe to trade publications and email lists, as well as attend technical conferences, seminars, meetings, and webinars to keep abreast of new software, hardware and technology product developments
Ensure the anti-virus software is installed, properly configured, regularly updated and working properly on all computers
Assist in maintaining servers and network hardware, carrying out routine network maintenance tasks such as setting up, maintaining and removing user network accounts where necessary
Assist in evaluating the needs of the company regarding purchase of new computer equipment and technology aligned to REMC1 and industry standards.
Ensure smooth and efficient running of all IT systems in the organization
Keep district employees and REMC1 staff informed of the various technological and policy changes that are taking place
Communicate with district management and REMC1 in regards to IT related issues
Consistently utilize the support ticket system to document all work
Punctual and reliable
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Education and/or Experience
Experience supporting users running Windows 7 and 10; Mac OS 10.9-10.12, and mobile OSs such as iOS, Android, and Chrome.
Familiarity with network infrastructure and design (switches, cable and patch panels, fiber, 802.11 g/n/ac wireless, 802.1x authentication, PoE, VoIP, vlans, etc.)
Experience using imaging, scripting, remote access tools, consoles, and other desktop management tools
Experience using mobile device management tools (MDM)
Experience troubleshooting technical problems - ability to define problems, collect data, establish facts, and draw valid conclusions; also to interpret an extensive variety of technical instructions in mathematical or diagram form
Experience installing software, updating and patching workstations
Experience with anti-virus and malware software, as well as infection remediation
Experience networking computers and working in multiple domain AD environments
Experience providing user support and creating user documentation
Excellent oral and written communications skills - ability to speak clearly and concisely both in oral and written communication
Must pass a criminal records check to reveal no felony convictions or enumerated misdemeanors; also, pass a misconduct check from previous employer(s)
Must have and maintain a valid Michigan driver’s license and be able to travel between school buildings, districts and cities as needed
Desirable Experience:
Experience in an educational environment, preferably K-12.
Bachelor's/advanced degree in computer science, management information systems or a technically related field or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
Experience with Polycom or other H.323 video conferencing systems
Experience with VoIP technologies and systems
Experience using, deploying and supporting open source software
Experience with centralized network based printing (server and IP based)
Experience creating end user documentation, tutorials, handouts, etc.
Demonstrate good personal habits: mature and responsible judgment, honesty, patience, discretion, friendliness, self-initiative, neat appearance
Understanding and ability to implement and utilize Web 2.0 technologies
Professional technology certifications
Professional Competencies
Ability to work both self directed and without supervision, and in groups and teams
Ability to work on their own initiative
Ability to act on behalf of district in a liaison and advocate role
Ability to interact with the district in an advisory role
Ability to problem solve, grasping the root of the problem of the customers directly or on phone and provide troubleshooting solutions
Analytical skills to diagnose and repair problems that arise in computers, laptops, servers, networks, etc.
Customer service orientation and knowledge about service ethics and procedures
Knowledge to operate and support most office equipment (printer, MFP copier, VoIP phones, etc.)
Analysis and decision making skills
Participate fully and freely in the decision making process while recognizing lines of authority and responsibility for implementing all applicable final decisions
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Necessary Skills and Abilities
Ability to regularly lift up to 75 pounds
Ability to frequently sit, stand, walk, reach, climb, see, talk, hear, kneel and proficiently operate a computer & various pieces of technology equipment for prolonged periods
Ability to read, analyze and interpret general business periodicals, professional journals, technical journals & procedures, or governmental regulations
Ability to write reports, business correspondence and documentation
Ability to collaborate well with other staff members
Ability to understand customer needs and provide quality service
Ability to set priorities and meet multiple deadlines
Ability to multitask
Ability to effectively present information and respond to questions from groups, including teachers, administrators, school board members, general public
Ability to maintain trust, integrity, privacy, and confidentiality of sensitive information
Ability to establish and maintain effective working relationships with colleagues, students, staff, administration and the school community
Ability to perform duties with awareness of all district requirements and Board of Education policies
The position requires occasional irregular or extended work hours
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in this position is usually moderate to loud. When visiting a building, the noise level may be loud; in the office, quieter; in a classroom, moderate; and at meetings, moderate.
District Drug/Alcohol Statement
The employee shall remain free of any alcohol or non-prescribed controlled substance in the workplace throughout his/her employment in the district.
Copper Country Intermediate School District
Statement of Assurance of Compliance with Federal Law
The Copper Country Intermediate School District, as an Equal Opportunity/Affirmative Action employer, complies with applicable federal and state laws prohibiting discrimination, including Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973. The Board of Education does not discriminate on the basis of race, color, national origin, sex (including sexual orientation and transgender identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category (collectively, “Protected Classes”), in its programs and activities, including employment opportunities.
Questions or concerns regarding the nondiscrimination policies, as well as complaints of unlawful discrimination, retaliation, denial of equal access, or harassment, should be directed to one of the District’s Compliance Officers listed below:
George G. Stockero, Jr., Superintendent
Copper Country Intermediate School District
(906)482-4250, option 1
809 Hecla Street
Hancock, Michigan 49930
Christine Salo, Director of Special Education
Copper Country Intermediate School District
(906)482-4250, ext. 190
809 Hecla Street
Hancock, Michigan 49930