Informational Technology Position - Twin Lakes LLC
| Position: | Informational Technology Position |
| Subject Area: | (none) |
| Job Title: | Tech 2 |
| Job Location: | Litchfield County, CT |
| Beginning: | Immediately |
| Deadline: | Open until filled ** |
| District: | Twin Lakes LLC |
| Salisbury, CT 06068 | |
| Telephone: |
860-362-1200 EXT 9771 |
| Email: | |
| Share: |
Job Description:
Technician 2
*If interested in the job, please click "Notify District I'm Interested" at the top right corner of the screen"
Position Role Expectation:
Level 2 Help Desk Technician is the top tier Help Desk Tech with the goal to become a System Admin and is expected to oversee the network of a single organization before advancing. They know the customer's organization levels and have built strong relationships with the teachers/ employees within the contracts. They display ultimate classroom etiquette.
This Tech can resolve the majority of technology problems and some networking issues. They understand when and how to properly escalate problems internally. They have focused on their ticket queue and the main objectives are their metrics (CSAT, ticket resolve time, unsolved tickets, etc.) and supporting the internal team. They are also an escalation point for non-urgent issues for associate and level 1 techs. This Tech will also be cross-trained in municipal support.
Growth:
Tech 2 Duties:
Impact:
Leadership and Influence
Certification Requirements:
Email Etiquette
CompTIA A+
Google Admin
Office 365 Admin
CJIS Security Awareness
Education & Experience:
Associate degree in CS, IT, or other related Discipline or equivalent work experience
Salary 51,000 - 60,000
Technician 2
*If interested in the job, please click "Notify District I'm Interested" at the top right corner of the screen"
Position Role Expectation:
Level 2 Help Desk Technician is the top tier Help Desk Tech with the goal to become a System Admin and is expected to oversee the network of a single organization before advancing. They know the customer's organization levels and have built strong relationships with the teachers/ employees within the contracts. They display ultimate classroom etiquette.
This Tech can resolve the majority of technology problems and some networking issues. They understand when and how to properly escalate problems internally. They have focused on their ticket queue and the main objectives are their metrics (CSAT, ticket resolve time, unsolved tickets, etc.) and supporting the internal team. They are also an escalation point for non-urgent issues for associate and level 1 techs. This Tech will also be cross-trained in municipal support.
Growth:
- Growth is self-led with advice and collaboration with the Director and Sys Admin
- Experience with most classroom hardware and software
- Professionalism is reflected in this team member's accountability to hit customer goals
- High level of collaboration with the team and goes out of their way to help others
- Great communication skills, across both written and verbal environments
- Top customer service and classroom etiquette
- Must understand System Admin technical terms
- Must have some experience working with the Sys Admin team on related issues
- Self-aware of skill set with knowledge of when to escalate issues
Tech 2 Duties:
- Works closely with other teams within Twin Lakes Tech and provides escalation support to associate and level 1 team members
- Advanced troubleshooting skills in person and remotely
- Proficient in navigating Google Suite/Clever/Mobile Device Management.
- Knowledge of Office 365, CJIS Online, Azure, and Municipal Apps
- Initiate collaboration with third-party vendors to resolve issues.
- Must know how to resolve the majority of tech problems
- Contributes to the internal knowledge base
- Specialises in a product or customer experience area of focus, and shows targeted support to the team around that specialization.
- Participate in network-related meetings to enhance their knowledge.
- Work on higher-level System Admin issues only under the supervision of a System Admin
- Perform System Admin-related tasks only with prior permission from the Director
- Escalate complex problems to the dedicated System Admin and collaborate on resolving these issues.
- Under supervision be the physical hands for Sys Admins when troubleshooting
Impact:
- Positive impact on our response times through initiatives to improve our customer's experience as well as help our team
- Works with escalated tickets with proficiency
- Maintaining and driving SLA expectations
- Can technically manage a school with minimum to no assistance
- Give our team more depth as they can cover multiple locations and positions
Leadership and Influence
- Proactively mentors other team members.
- They can use the depth of their knowledge to help support the entire team while continuing to expand their knowledge.
Certification Requirements:
Email Etiquette
CompTIA A+
Google Admin
Office 365 Admin
CJIS Security Awareness
Education & Experience:
Associate degree in CS, IT, or other related Discipline or equivalent work experience
Salary 51,000 - 60,000
** District reserves the right to close any Job Posting when a suitable applicant has been found before the deadline date.
**** REAP Applicants: If you want to notify the school district of your interest in this job, click here.
