Coppell ISD
Perform configuration, repair and maintenance of all District-related technology components while providing end-user training and support .
QUALIFICATIONS: Education/Certification:
• High school diploma required; Bachelor's degree in Computer Science or related field preferred.
• A+, N+ , Dell,or Microsoft certification preferred.
• Apple Certification or Apple Certification completed within one year of employment.
• Must possess a valid Texas driver's license and clean driving record.
Special Knowledge/Skills:
• Proficient in Microsoft Windows and Apple operating systems, including hardware and software applications.
• Ability to analyze, troubleshoot, and resolve computer hardware/software issues, as well as broadcast and audio system problems.
• Knowledge of Local and Wide-Area-Networks.
• Basic understanding of cybersecurity concepts, including threat detection, threat prevention, and role-based access control.
• Strong organizational, communication, and interpersonal skills.
• Ability to establish and maintain cooperative and effective working relationships.
• Ability to establish priority ordering of tasks necessary to complete a project with minimal supervision and convey these understandings and priorities to others.
EXPERIENCE: • Three years of technical support experience preferred.
• Experience with the support of network based computers, applications and printers.
• Experience with the support of audio and broadcast equipment.
• Experience with the support of wireless networks. MAJOR DUTIES AND RESPONSIBILITIES:
Technical Specialization
Helpdesk
• Serve as the first point of contact for customers seeking technical assistance via chat, email (using helpdesk system), or phone.
• Triage new tickets
• Direct unresolved issues to the appropriate level of support.
• Train other staff members (both internal and external) on troubleshooting or diagnosing problems.
• Remotely access hardware or software for clients to make changes and fix problems.
• Run reports to analyze common complaints or problems.
• Manage apps and profiles to mobile device management system (MDM).
AV Support
• Troubleshoot audio visual equipment, TVs, projectors, sound, and broadcast systems.
• Collaborate with a variety of internal and external parties (e.g. administrators, teachers, engineers, technicians, managers, etc.) for the purpose of providing and/or receiving information and ensuring project success.
• Coordinate work between infrastructure, technology support, network, and other department teams to ensure effective communication and collaboration on all audio visual projects.
• Monitor installations, configuring and maintaining audio visual services and equipment for the purpose of meeting customer requirements.
• Provides consultative services on the operation of the equipment.
• Maintains repair records.
Network/Security
• Install network hardware and cabling; diagnose and resolve network-related issues.
• Maintain equipment for data communications networks including computer hardware, software, and data communications equipment.
• Educate users about cybersecurity, install security software, and monitor networks for security breaches.
• Assist the Network Engineer(s) in problem investigation and resolution and network application evaluation.
• Assist the Network Security Engineer to maintain the District's cybersecurity protocols.
Technical Support
• Provide advanced support to identify, diagnose, and resolve problems for end-users
• Utilize the helpdesk system to track service responses and resolutions, ensuring timely ticket closure.
• Effectively and efficiently utilize district technology resources in order to install and configure supported district hardware and software.
• Identify, diagnose and resolve problems for end-users in person, by phone or remote support as needed.
• Assist all district functions that require the use of technology.
• Be able to interact positively with demanding users in customer service situations.
Administrative Functions
• Provide training of various software and hardware applications to end-users as needed.
• Write and/or revise user training manuals, knowledge base, and procedures for end-users as required.
• Maintain organization, cleanliness, labeling and safety of all technology hardware in the department and warehouse areas.
• Attend all technology related meetings designated by the Senior Technology Support Specialist or Executive Director of Technology.
Records, Reports and Correspondence
• Maintain accurate records and inventory of district technology assets.
• Follow established asset and software tracking procedures.
• Comply with policies established by federal and state law, the State Board of Education, and the local board policy.
• Maintain security and confidentiality of district communication and data.
Communication
• Demonstrate skill in conflict resolution with administrators, parents and educators.
• • The majority of the job responsibilities for this position will occur within an indoor office and/or campus environment.
• T he employee will occasionally be required to engage in labor in buildings without air conditioning.
• The employee must be willing to work in alternative locations and environments as needed.
Mental Demands/Physical Demands/Environmental Factors:
• Repetitive hand motions and prolonged use of computer; lifting and moving of heavy equipment; stooping, bending, and kneeling.
• Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis.
• Prolonged and irregular hours as needed.
• Maintain professionalism under stress.
• Districtwide travel required.
• Meet deadlines as defined.
• Hear and speak to exchange information in person and/or on the telephone.
• Accurately perceive sound, near and far vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Sit or stand for extended periods of time.
START DATE: 08/04/2025
QUALIFICATIONS: Education/Certification:
• High school diploma required; Bachelor's degree in Computer Science or related field preferred.
• A+, N+ , Dell,or Microsoft certification preferred.
• Apple Certification or Apple Certification completed within one year of employment.
• Must possess a valid Texas driver's license and clean driving record.
Special Knowledge/Skills:
• Proficient in Microsoft Windows and Apple operating systems, including hardware and software applications.
• Ability to analyze, troubleshoot, and resolve computer hardware/software issues, as well as broadcast and audio system problems.
• Knowledge of Local and Wide-Area-Networks.
• Basic understanding of cybersecurity concepts, including threat detection, threat prevention, and role-based access control.
• Strong organizational, communication, and interpersonal skills.
• Ability to establish and maintain cooperative and effective working relationships.
• Ability to establish priority ordering of tasks necessary to complete a project with minimal supervision and convey these understandings and priorities to others.
EXPERIENCE: • Three years of technical support experience preferred.
• Experience with the support of network based computers, applications and printers.
• Experience with the support of audio and broadcast equipment.
• Experience with the support of wireless networks. MAJOR DUTIES AND RESPONSIBILITIES:
Technical Specialization
Helpdesk
• Serve as the first point of contact for customers seeking technical assistance via chat, email (using helpdesk system), or phone.
• Triage new tickets
• Direct unresolved issues to the appropriate level of support.
• Train other staff members (both internal and external) on troubleshooting or diagnosing problems.
• Remotely access hardware or software for clients to make changes and fix problems.
• Run reports to analyze common complaints or problems.
• Manage apps and profiles to mobile device management system (MDM).
AV Support
• Troubleshoot audio visual equipment, TVs, projectors, sound, and broadcast systems.
• Collaborate with a variety of internal and external parties (e.g. administrators, teachers, engineers, technicians, managers, etc.) for the purpose of providing and/or receiving information and ensuring project success.
• Coordinate work between infrastructure, technology support, network, and other department teams to ensure effective communication and collaboration on all audio visual projects.
• Monitor installations, configuring and maintaining audio visual services and equipment for the purpose of meeting customer requirements.
• Provides consultative services on the operation of the equipment.
• Maintains repair records.
Network/Security
• Install network hardware and cabling; diagnose and resolve network-related issues.
• Maintain equipment for data communications networks including computer hardware, software, and data communications equipment.
• Educate users about cybersecurity, install security software, and monitor networks for security breaches.
• Assist the Network Engineer(s) in problem investigation and resolution and network application evaluation.
• Assist the Network Security Engineer to maintain the District's cybersecurity protocols.
Technical Support
• Provide advanced support to identify, diagnose, and resolve problems for end-users
• Utilize the helpdesk system to track service responses and resolutions, ensuring timely ticket closure.
• Effectively and efficiently utilize district technology resources in order to install and configure supported district hardware and software.
• Identify, diagnose and resolve problems for end-users in person, by phone or remote support as needed.
• Assist all district functions that require the use of technology.
• Be able to interact positively with demanding users in customer service situations.
Administrative Functions
• Provide training of various software and hardware applications to end-users as needed.
• Write and/or revise user training manuals, knowledge base, and procedures for end-users as required.
• Maintain organization, cleanliness, labeling and safety of all technology hardware in the department and warehouse areas.
• Attend all technology related meetings designated by the Senior Technology Support Specialist or Executive Director of Technology.
Records, Reports and Correspondence
• Maintain accurate records and inventory of district technology assets.
• Follow established asset and software tracking procedures.
• Comply with policies established by federal and state law, the State Board of Education, and the local board policy.
• Maintain security and confidentiality of district communication and data.
Communication
• Demonstrate skill in conflict resolution with administrators, parents and educators.
• • The majority of the job responsibilities for this position will occur within an indoor office and/or campus environment.
• T he employee will occasionally be required to engage in labor in buildings without air conditioning.
• The employee must be willing to work in alternative locations and environments as needed.
Mental Demands/Physical Demands/Environmental Factors:
• Repetitive hand motions and prolonged use of computer; lifting and moving of heavy equipment; stooping, bending, and kneeling.
• Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis.
• Prolonged and irregular hours as needed.
• Maintain professionalism under stress.
• Districtwide travel required.
• Meet deadlines as defined.
• Hear and speak to exchange information in person and/or on the telephone.
• Accurately perceive sound, near and far vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Sit or stand for extended periods of time.
START DATE: 08/04/2025