Job Description


CATEGORY: Classified

TITLE: Field Service Technician - IT Customer Support


Provide primary and/or onsite technical support including: installation, upgrades, troubleshooting, repairs,
maintenance, setups, field and bench services for all district workstation computers, servers, peripheral
devices including audio/visual, printer and existing networks and related applications. Ensure the daily
operations of technology at the school and district sites.


1. Education and/or experience equivalent to a High School Diploma or GED
2. Post-graduate class work from an accredited college or trade/vocational school in Computer
Science software applications including desktop publishing, database management, and network
3. Five (5) years progressively responsible troubleshooting experience in the PC, Macintosh, and
network environment
4. Experience with network technologies and concepts including but not limited to TCP/IP, DHCP,
and Ethernet
5. Obtain district provided certifications and training
6. Valid AZ Driver’s License with a clean driving record.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act,
may include any of the following tasks, knowledge, skills, and other characteristics. This list is
ILLUSTRATIVE ONLY, and is not a comprehensive listing of all duties and responsibilities performed by
incumbents of this class.)


- Installation, configuration, and maintenance and setup of all workstations, and related
- Assist in video presentation setups, head-end trouble shooting onsite, and sound
systems at all sites.
- Perform advanced troubleshooting of Windows, Macintosh and Chrome Operating Systems.
- Support the use of projectors, document cameras and desktop scanners as needed. May provide
troubleshooting assistance and onsite training in the use of these devices on site.
- Perform upgrades of bios and operating systems.
- Provide on site second and third tier technical support for software application, local and network
printers, scanners, and peripheral equipment.
- Maintain and develop professional relationships with school personnel and District departments to
maximize efficiency and communication.
- Mentor and train other technical support personnel including computer lab assistants, technical
liaisons, and help desk staff.
- Troubleshoot hubs and routers for the Network Engineers.
- Work with network technologies and concepts including but not limited to TCP/IP, DHCP, and
- Obtain and maintain district provided certifications and/or participate in continuing education
courses related to current and future job functions and expectations.
- Operate truck lift gates and pallet jacks
- Attend meetings and participate on committees as assigned.
- Perform other duties as assigned.

- Knowledge of District, Federal and State rules and regulations governing school operations and
software applications
- Knowledge and skill in setting up, upgrading, troubleshooting and supporting PC/Macintosh
laptop computers, workstations, network servers, Chromebooks, Smartboards, projectors and
document cameras
- Knowledge of a complex and diverse nature of server management, and network based
- Knowledge of a complex nature of computer applications, hardware and peripherals installation
and configuration
- Knowledge of customer service/public relation's methods, practices and procedures
- Ability to exercise discretion when exposed to confidential information
- Ability to work both independently and in team environments
- Ability to continue professional and personal development, maintaining a high degree of
knowledge and expertise on multiple platforms of existing and emerging technologies through
research and training
- Skill in time management and prioritizing workflow to accomplish support goals in a fast paced
- Skill in utilizing effective verbal or written communication when communicating with end users
and other customers by phone, email or in person
- Skill utilizing customer service techniques in responding to inquiries, requests and complaints
- Skill establishing and maintaining effective working relationships
- Skill in setting up and supporting sound systems for end users
- Skill and expertise in the use of standard office software including, but not limited to:
o Email
o Word Processing
o Spreadsheets
o Databases
o Powerpoint
o Graphic Software
o Query and Ad Hoc reporting tools
o Google Drive


Fast paced environment with multiple deadlines.
Working with or near noisy and potentially dangerous power equipment, and electrical wiring.
Exposure to rooms with the temperature maintained at or below 70 degrees.
Drive District vehicle to multiple sites.
May work varied hours.
May be required to telecommute in addition to working onsite.


Lift, move, push or carry materials, equipment and supplies weighing up to 70 pounds or more.
Bend, stoop, reach and climb.
Repetitive motion and eyestrain through extensive utilization of computer hardware and software.
May work in confined spaces.
May be exposed to loud noises.
May work with or near toxic chemicals and fumes.

WORK YEAR: 12 months

DEPARTMENT/SCHOOL: School Support and Systems

REPORTS TO: IT Customer Support Manager

EVALUATION: Classified Personnel Evaluation


PREPARED: April 2006

REVISED: July 2019

BOARD APPROVED: April 4, 2012

Application Instructions

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