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Portland Public Schools

IT Technical Support Rep III - 1.0 FTE - Office of Technology & Information Services

Portland, OR

Posting Timeline

Proof of full COVID-19 vaccination is considered a minimum qualification requirement for PPS job applicants and this proof will be requested during the hiring process.

POSTING TIMELINE: June 7, 2023 - June 13, 2023

Position Details

Portland Public Schools (PPS) is seeking talented people from diverse backgrounds and experiences to lead change and inspire PPS students. At PPS, every employee, despite having different roles, is an educator. We hope to attract talented educators who model the core PPS Educator Essentials. With the District's focus on eliminating systemic racism and its adverse impact on student learning, we seek to hire individuals who bring to our district a deep commitment to racial equity and social justice. To learn more about Portland Public Schools, please visit the District website.

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BASIC FUNCTION:

Under general supervision, provide exemplary customer service and technical support to end users at District sites and offices; identify and resolve hardware and software operating problems; configure, install, test, maintain, troubleshoot and repair computer equipment, telecommunications systems, software and peripheral equipment; provide training to District personnel in the proper operation and care of technologies; update and maintain a variety of records related to work orders, technology parts inventory, software licenses and third party vendor repairs.

REPRESENTATIVE DUTIES:
  • Troubleshoot, diagnose and repair a variety of technologies, computer hardware, software, networks and peripheral equipment; assure user needs are met and technical support issues are resolved in a timely manner.
  • Deliver service and support to end-users via telephone, remote connection, in-person or over the internet.
  • Gather customer information and determine issues by evaluating and analyzing the symptoms; attempt to diagnose and resolve technical hardware and software issues through initial Service Desk contact, determine if additional information is required, prepare service request tickets for Tech Support field service; process and record call transactions using designated tracking software.
  • Identify and redirect problems to appropriate resources; escalate priority issues per District protocols; follow up and make scheduled call backs to end-users and communicate with vendors as necessary.
  • Develop and maintain knowledge of District technologies, hardware, software, telecommunications, innovations and trends, through formal training, printed and on-line professional journals and publications, contact with other technology support professionals, and self-initiated study; stay current with system information, changes and updates.
  • Update and load approved software such as operating systems, instructional and office automation applications to user computers and related technologies; assist and provide technical support for users during technology deployments, system upgrades, enhancements or other technical projects.
  • Collaborate with and support colleagues in learning and sharing information and experiences regarding issues, problems and concerns, updating and repairing of District technologies, hardware, software and peripheral equipment; participate in and/or develop trainings, user guides and other technical documentation; train colleagues and designated District staff to enhance the knowledge base of those involved in the use, repair and replacement of District technologies.
  • Demonstrate a commitment to the Portland Public Schools Equity Initiative by developing a thorough knowledge and application of the district Racial Educational Equity Policy and other board policies; participate in staff development, in-services and trainings related to diversity, equity and inclusion in the workplace and in K - 12 education; model appropriate behaviors; develop, recommend and implement improvements to educational business practices with awareness and understanding of their impact in a racially and culturally diverse community.
  • Participate in evaluating a wide variety of technologies, computers, software and peripheral equipment for use in the District; provide recommendations concerning the purchase of new computer systems, software and equipment.
  • Track district hardware, assets and inventory updates including recording additions, moves and changes in the district IT Asset Inventory System; receive and sign for incoming shipments and upon receipt, store goods, mark parts with identifying labels or arrange for the storing and/or labeling of orders by designated warehouse staff.
  • Attend and participate in a variety of conferences, in-service trainings and meetings.
  • May initiate orders for a variety of technology parts, equipment and software.
  • May serve in a lead role, providing work direction and guidance to assigned staff.
  • Perform related duties as assigned.

DISTINGUISHING CHARACTERISTICS OF THE CLASS:

All classifications in this series are responsible for assuring that District technologies, computers, software, telecommunications and peripherals are maintained and kept in working order; employees may be responsible for general IT support or the support of a specific department. The levels are differentiated by the scope of work performed, the levels of complexity in troubleshooting and correcting problems, leadership over processes and staff and input into cross-functional teams and activities related to technologies' support and functionality.

The Technical Support Representative III is the advanced-level classification in the Technical Support series. Employees in this classification resolve the most complex technical problems as well as those escalated beyond the expertise of professional level technical support staff. Employees develop and present formal and hands-on training to develop and enhance the expertise of entry and professional level staff and may serve in a lead role, providing work direction and guidance to technical support staff.

EDUCATION, TRAINING AND EXPERIENCE:

The education training and experience for the Technical Support Representative III classification is typically obtained through the completion of an Associate's Degree in Information Technology, Computer Science, or closely related field and requires a minimum of three (3) years of experience providing highly complex and most difficult Tier III Service Desk and Field Service technology support, including installing, troubleshooting and repairing a variety of technologies, software, hardware and peripherals or two (2) years of experience as a Technical Support Representative II with Portland Public Schools. Experience in a lead or supervisory role is desirable. Experience working in a public K-12 school district or public agency serving and supporting a richly diverse community is highly desirable.

Additional directly related, verifiable work experience may substitute for the Associate's degree on a year-for-year basis.

Any other combination of education and experience that would likely provide the required knowledge and abilities may be considered.

CLASSIFICATION AND SALARY:

This position is classified as IT Technical Support Representative III, Pay Grade 25, on the Non-Represented, Confidential, Professional and Management Employees salary schedule FLSA Non-Exempt.

The Non-Represented Confidential Professional Management and Employees Salary Schedule for 260 day employees can be found here.

For more details, the complete Classification Specification can be viewed here.

FTE: 1.0 FTE

SALARY RANGE: $73,912 - $88,255

Client-provided location(s): Portland, OR, USA
Job ID: portland_public_schools-26253
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • FSA
    • HSA
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Remote Work Opportunities
  • Office Life and Perks

    • Casual Dress
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • Pension
    • Relocation Assistance
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Latinx founded/led

This job is no longer available.

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