DESKTOP SUPPORT TECHNICIAN
STANDARD POSITION DESCRIPTION
Classification: Desktop Support Technician
Location: District Office
Reports to: Director of Technology Services
FLSA Status: Non-Exempt
Bargaining Unit: NTAITP
This is a standard position description to be used for positions with similar duties,
responsibilities, classification and compensation. Employees assigned to the position description
may or may not perform all of the essential functions indicated in this position description
This job description does not constitute an employment agreement between the employer and
employee and is subject to change by the employer as the needs of the employer and
requirements of the job change.
Part I: Position Summary:
Responsible for providing high quality customer support while implementing and maintaining
end-user systems at North Thurston Public Schools (NTPS). Incumbent is responsible for daily
troubleshooting and repair of user workstations and installed software, printers, AV hardware
and other peripheral equipment, as well as successful implementation of assigned projects
relating to hardware/software deployment and upgrades.
Part II: Supervision and Controls over the Work:
Works under the supervisor of the administrator responsible for technology services.
Independently resolves routine and less complex user problems. Coordinates with other
technology staff and/or supervisor in referring or resolving more complex issues. Work is
evaluated based on overall success of assisting users and resolving problems consistent with
district and technology department policies, directives, and standard practices and procedures.
Part III: Major Duties and Responsibilities: Duties include but are not limited to:
1. Provide configuration, installation and maintenance services for PC, mobile, and AV
hardware and peripheral equipment, including contacting 3rd party support if necessary.
2. Provide configuration, installation, maintenance and administration of District Standard
desktop hardware and software. Includes Microsoft Windows 7/8.1, Android, iOS, Chrome
OS, Microsoft Office, server based applications, NOD32 Antivirus, and other curriculum
based software (Library systems, vocational applications, etc.)
Desktop Support Technician
Revised 12.9.2014
3. Provide inventory support, such as unboxing, tagging, and entering asset information into the
inventory and/or work order systems.
4. Perform configuration and maintenance activities relating to user profiles and policies.
5. Set up system network access for end-users, configure Outlook clients, and provide initial
training for end-users.
6. Utilize diagnostic tools to identify PC configuration and connectivity problems.
7. Write specifications and develop administrative reports when requested.
8. Perform product research and determine integration strategies when requested.
9. Provide system overview and assistance for software changes to end-users.
10. Attend workshops and training classes, read publications and periodicals, participate in
Special Interest Groups, and any other means to stay current on hardware, software and other
information systems in use at NTPS.
11. Support the Mission, Goals and Vision of North Thurston Public Schools and Technology
Support Services.
12. Required to follow Board policies and stay abreast of updates and changes.
13. Performs other tasks and assumes other responsibilities as assigned.
Part IV: Minimum Qualifications:
1. Successful experience in working with culturally diverse families and communities, or have
otherwise demonstrated a commitment to strengthening engagement of a diverse community
and skill in communicating with a diverse population.
2. High School Diploma or equivalent and A+ Certification or equivalent desired. Must meet
minimum qualifications as per collective bargaining agreement.
3. Two (2) years of substantive and progressively responsible experience in providing hardware
and software support. Excess experience may be substituted for the certification
requirement.
4. Analytical and research ability to successfully and remotely troubleshoot failures in computer
and peripheral hardware and software.
5. Able to follow written and verbal direction and take the initiative when necessary. Ability to
effectively communicate on technology issues with a high level of effectiveness in terms of
customer comprehension and response; including the ability to work and communicate
effectively with customers who may have a high level of frustration.
6. Able to organize work and set priorities for accomplishing work in a timely and effective
manner.
7. Able to work collaboratively and effectively with other staff, employees, and supervisors.
Desktop Support Technician
Revised 12.9.2014
Part V: Desired Qualifications:
1. Strong working knowledge of networking/server equipment configuration and maintenance.
2. Working knowledge of Microsoft Active Directory, group policies, network topology and how it
interacts with desktop environment.
3. Working knowledge of life cycle management software for enterprise support.
4. Experience working in an education environment.
5. Second language skills.
Part VI: Physical and Environmental Requirements of the Position:
The physical demands and work environment described here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is frequently required to sit, talk, move
about, hear and speak.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception, and the ability to adjust focus.
Desktop Support Technician
Revised 12.9.2014