Lead Technology Support Analyst

Our outstanding teachers, support staff members and leaders are top-notch educators whom others seek to emulate, and quite simply – we would like for you to consider joining us.
General Description:The Lead Technology Support Analyst (TSA) supervises Technology Support Analysts who provide Tier 1 & 2 technical support and assistance to schools and departments in the installation and operation of computer hardware, software, and peripherals. The Lead TSA manages all processes and procedures related to the timely identification, prioritization, monitoring, and resolution of user requests for the schools and administrative buildings within their area of supervision. Work is performed within established procedures and standard practices under general supervision. Contacts are regularly and frequently made at all organizational levels within and outside the department. Sound professional judgment and good customer service skills are required.
Job Description:
Essential Job Functions:
Directs and oversees the daily operations, work direction, and task assignments of TSAs across assigned schools and departments to ensure work requests are resolved in a timely manner
Provides guidance on complex technical issues, escalated support incidents, and thorough root-cause analyses related to hardware, software, audio-visual (A/V) equipment, and classroom technology
Monitors staff performance, ensuring accountability for hardware asset and inventory management, and maintaining departmental expectations and deadlines
Informs school building-level administration and administrative office leadership of technology functions, issues, and trends, and facilitates communication between the technology team, school principals, and central office staff
Assists assigned schools and departments in determining requirements and needs for computer hardware, software, and peripherals; Consults with supervisors of assigned locations on the deployment of technology assets
Assists TSAs with unusual or high-level technical situations, ensuring sound professional judgment, and providing professional development or training as needed
Collaborates with other Lead TSAs in order to provide consistent expectations across teams
Participates in the development and implementation of standard operating procedures for all areas of hardware and software support
Conducts performance evaluations for all team members
Performs other related duties as assigned
Budgetary Responsibility:
This position has no budgetary responsibility.
Report Preparation:
Prepares reports as requested by supervisor
Equipment Operation:
Utilizes a personal computer, general office equipment, and equipment related to Technology Services
Contacts:
This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include supervisors, Division of Technology Services and other Central Office staff, as well as with external vendors.
Work Direction/Supervision:
This position supervises and provides work direction to assigned TSAs.
Decision Making:
This position requires independent decision-making when performing essential functions, including providing guidance toTSAs. The supervisor’s guidance is recommended when the concern or question is more complex.
Formal Policy-Setting Responsibilities:
This position has no formal policy-setting responsibilities, but may inform supervisors of various technology functions, issues, and trends, as requested.
Physical Demands:
Must have the ability to sit and stand for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal indoor levels, outdoors and on the telephone; speak in audible tones so that others may understand clearly; physical agility to drive, bend, stoop, sit on the floor, climb stairs, walk and reach overhead. Entails movement and placement of computer peripherals, must be able to lift and/or move up to 50 pounds.
Work Environment:
The employee regularly works in an office or school environment. The noise level will vary, but is typically quiet to moderate. Normal precautions of working around electronic equipment must be exercised at all times.
Knowledge/Skills/Abilities:
Demonstrated ability to communicate effectively, both verbally and in writing, including the ability to convey technical information to non-technical personnel
Considerable knowledge of computer hardware, software, and peripherals
Demonstrated ability to analyze, troubleshoot, and resolve typical hardware and software issues independently
Demonstrated ability to effectively supervise and manage employees
Additional Job Requirements:
Education, training or experience sufficient to demonstrate the required knowledge, skills and abilities
Valid Virginia Driver’s License; This position requires the incumbent to drive. In accordance with Policy 5431, an employee who occupies the position and is assigned a district-owned or leased motor vehicle will be subject to annual driving checks and must maintain acceptable records pursuant to the standards set forth in the policy.
Preferred: Bachelor’s Degree in Computer Science, Information Systems, or Technical Support, certifications that align with essential job functions, and at least three years of relevant experience
Applicants considered for employment must successfully complete the following background investigations/tests:
Federal Bureau of Investigation (FBI) Criminal History Investigation
State Police Criminal History Investigation
Child Protective Services (CPS) Investigation
Tuberculosis Screening/Test
Compensation
$76,863.09 - $130,678.60
Hours Per Day
8
Days Per Year
260
Benefits
Chesterfield County Public Schools offers a wide variety of benefits to employees. Benefit offerings may differ based upon full-time and part-time employee status.
Chesterfield County Public Schools assures Equal Employment Opportunities for employees as required by Federal and State Orders and Laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks. This job description is intended to accurately reflect the position activities and requirements. However, administration reserves the right to modify, add, or remove duties and assign other duties as necessary. It is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position and does not imply an employment contract.