Senior Technician

ROLE AND PURPOSE:

The primary responsibility of this role functions as a local subject matter expert and escalation point while remaining fully hands-on and non-supervisory. The position strengthens frontline leadership, service continuity, and customer satisfaction without performing formal management duties. The Senior Technician serves as an advanced technical support provider and peer technical leader within the Technology Operations team. This position ensures consistent, high-quality service delivery by resolving complex and escalated technology issues, supporting campus technology operations, and providing technical guidance and mentorship to other technicians.

QUALIFICATIONS:

Education/Certification:

• High School Diploma/GED from an accredited institution, required.

Experience:

• Resolve complex or high-impact Service Requests, Incidents, and Problems in alignment with established Service Level Agreements (SLAs)
• Serve as a primary technical escalation point for issues or vendors with complete and accurate documentation
• Support campus technology hardware, software, peripherals, and connected systems
• Analyze technical issues to identify root causes and prevent recurring problems

SPECIAL KNOWLEDGE/SKILLS:

• Advanced knowledge of computer hardware, software, peripherals, and troubleshooting techniques
• Knowledge of Windows, macOS, iOS, ChromeOS, and related operating systems
• Experience supporting SaaS platforms, including Microsoft 365 and Google Workspace
• Strong organizational, communication, and customer service skills
• Ability to articulate technical issues clearly to technical and non-technical audiences
• Ability to work collaboratively across departments and with vendors
• Strong problem-solving, judgment, and decision-making skills
• Ability to manage multiple tasks and adapt to changing priorities
• Escalation point for other technicians
• Provide day-to-day technical guidance and support to other technicians
• Mentor team members by sharing knowledge, troubleshooting techniques, and best practices
• Assist with coordinating technical response during high-volume periods or major incidents
• Reinforce service standards, SLAs, and customer service expectations
• Model professional behavior, collaboration, and customer-focused service delivery

MAJOR RESPONSIBILITIES AND DUTIES:

I. GENERAL:

• Develop, review, and maintain technical documentation, user guides, manuals, and support materials
• Contribute to and maintain technician knowledge bases, FAQs, and training resources
• Post software updates, drivers, and knowledge base articles to support problem resolution
• Participate in knowledge transfer sessions and assist in training technicians as needed
• Ensure documentation remains current, accurate, and aligned with district standards
• Resolve complex or high-impact Service Requests, Incidents, and Problems in alignment with established Service Level Agreements (SLAs)
• Serve as a primary technical escalation point for issues requiring advanced troubleshooting skills
• Escalate incidents and problems to appropriate technicians or vendors with complete and accurate documentation
• Support campus technology hardware, software, peripherals, and connected systems
• Analyze technical issues to identify root causes and prevent recurring problems

II. PRIMARY DUTIES:

• Analyze IT project requirements to determine types of documents and support needed
• Plan, design, research, write and edit a range of documents, including user guides, manuals, technical specifications, training materials, user policies, and proposals, for both print and online media to create unified and consistent support documentation
• Review and maintain all training documents, materials and support documentation
• Contribute to technician knowledge base and training as needed
• Post software updates, drivers, knowledge base articles, and frequently asked questions resources in our Knowledge Base, to assist in problem resolution
• Alert management to emerging trends in incidents and follow outage procedures
• Assist in software releases and rollouts according Release Management best practices
• Collaborate with systems and development staff to collect and interpret technical information
• Create and deploy feedback mechanisms for end users
• Evaluate documented resolutions and analyze trends to ways to prevent repeated future problems
• Provide support for the testing of new and existing software applications under development or consideration for purchase
• Identify and learn appropriate software applications used and supported by the district

III. ADDITIONAL DUTIES:

• Participate in department and district planning to ensure the effective use of all technologies being implemented in the school district
• Perform knowledge transfer sessions with team members as needed
• Participate in appropriate training, in-service and workshop programs, and attend any required meetings
• Promote and maintain open and effective communication, and maintain positive morale among department, district, and campus employees
• Promote confidentiality of records and information gained as part of exercising professional duties and use discretion when sharing any such information within legal confines
• Display ethical and professional behavior while working with district personnel, students, parents, and outside agencies associated with the district
• Continually looking for ways to improve processes and procedures that result in increased efficiency
• Report to supervisor to provide support and recommendations for identified issues, projects, and initiatives
• Perform other job-related duties as assigned

IV. SUPERVISORY DUTIES:

• This position provides technical leadership and mentoring only and does not include authority for hiring, discipline, and performance evaluation

V. EQUIPMENT & SOFTWARE SKILLS:

• Personal computer, printer, fax machine, copier, scanner, and calculator.
• Microsoft Office applications (Word, Outlook, Excel, PowerPoint, One Drive, etc.)
• Google Suite applications (Docs, G-Mail, Sheets, Slides, Drive, etc.)

VI. WORKING CONDITIONS:

MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:

• Tools/Equipment Used: Standard office equipment including computer and peripherals; standard instructional equipment. Warehouse equipment as needed
• Posture: Frequent standing, walking, bending, stooping, kneeling, crouching, and climbing. Occasional prolonged sitting
• Motion: Moderate walking, reaching, handling, and performing fine motor tasks, repetitive use of hands and fingers for keyboarding and operating equipment
• Lifting: Frequent carrying of moderate-weight items, Occasional lifting and moving of heavy objects
• Environment: Work is performed in warehouse, office and classroom settings, noise levels may occasionally be high, frequent communication with others, including speaking and listening, typical work schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m., with flexibility based on district needs
• Mental Demands: Ability to communicate effectively, ability to interpret policies, procedures and data, ability to coordinate district functions and activities, ability to provide leadership, direction, and conflict resolution. Ability to assess situations quickly and respond appropriately during high-volume or emergency situations. Ability to maintain emotional control and composure under stress

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.