Southwest Key Programs Inc.

EAPrep - Information Technology Specialist

US-TX-East Austin
1 month ago
Job ID
# Positions
Education - Teacher

Job Summary:

The Information Technology Specialist responsible for providing excellent customer service and support to end users on a variety of technology software, hardware and telecommunications issues. Identifies, researches, resolves, or escalates technical problems in a responsive and service-oriented manner. Takes user requests, manages the ticket tracking system.  Helps in identifying, troubleshooting, and resolving desktop hardware, printing, network connection, and applications software problems. Installs and maintains computer hardware, software and peripherals.  The position may require more work hours than the normal eight-hour workday and also may require travel to/from campuses.

Essential Functions:

  • Monitors the Helpdesk ticket tracking system to respond to problems identified by users in a timely manner
  • Takes campus and district administration user requests over the telephone, e-mail and documents all issues in the ticket tracking system
  • Takes ownership of assigned tasks and provides excellent customer service in a responsive, respectful manner
  • Troubleshoots or resolves hardware and software problems proactively or as identified by users
  • Installs, configures, maintains, desktop & laptop hardware and software
  • Creates and maintains computer system images for computer installation and setup using computer imaging software systems
  • Completes appropriate purchasing and receiving forms for computer equipment and obtains and affixes asset tags and submits documentation as appropriate to the Financial/Accounting/Inventory Management Department
  • Creates modifies and deletes domain accounts in Active Directory and creates email accounts as directed
  • Instructs users in the use of equipment and software
  • Identifies and resolves system security issues to include antivirus, spyware & system software updates
  • Supports and maintains voice communications systems including those connected to security monitoring systems and campus intercom systems
  • Requires some travel to the other locations to provide Information Technology Support
  • Maintain all required trainings and certifications
  • Setup, management, and maintenance of IT-related equipment
  • Monitor backup/contracted jobs and ensure high level of completion rates and success rates
  • Manage time and projects effectively
  • Help put processes in place to maintain a stable network environment
  • Train staff with IT related equipment
  • Assist with the troubleshooting, installation, and implementation of software and hardware systems
  • Develop and monitor performance levels of software and hardware
  • Develop and maintain information architectures (data, application, network) ensuring the system is on-line daily and that external information system provider connections are working properly (i.e. Eduphoria, MealTime, TXEIS, eSTAR etc.)
  • Maintain hardware and software maintenance agreements to ensure integrity of operations processes
  • Responsible for the duties related to being the District Technology Coordinator for the Texas State Assessment Program
  • Coordinate the e-rate program and all procedures related to e-rate
  • Provide support for audio-visual equipment
  • Periodically monitor web site content to ensure the organization’s web site is current
  • Assist with the new employee onboarding process as it relates to equipment check out/check in
  • Manage the security camera system and building access badge system
  • Manage the printing and issuance of identification badges for all employees and students
  • Any other duties assigned/required

Other Functions:

  • Participates in professional development to improve skills related to job assignment
  • Able to react to change productively and handle other essential tasks as assigned
  • Work with frequent interruptions and maintain emotional control under stress
  • Occasional prolonged or irregular hours

Qualifications and Requirements:

  • Bachelor’s degree in Management Information Systems or technology related field
  • 2 years in IT or Business Systems
  • Have strong communication, interpersonal and organizational skills to achieve the goals, objectives and mission of the school
  • Knowledge of technology, telecommunications and information systems
  • Skill in effectively communicating, both verbally and in writing
  • Experience supporting Microsoft Office 2007 or greater; network printing; corporate email
  • Network management and troubleshooting experience

Additional Preferred Qualifications:

  • Experience with the Texas Assessment Management System and state assessment technology requirements
  • Texas Teacher Certification
  • Bilingual (Spanish)

Physical Demands:

Frequently required to use hands to handle office equipment to include telephones and computer equipment. Specific vision abilities required include ability to adjust focus for work with computers. Occasionally required to drive to program locations in performance of duties. Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas. While performing the responsibilities of this job, the employee must be able to access all components of work station and other office equipment. Frequent typing, writing, bending and twisting. Must be able to lift up to 50 pounds.

Work Environment:

General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate business apparel as per the standards of dress and grooming adopted by EAPrep.


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