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Note: SERRC has job postings for both TechOps Specialist 1T and TechOps Specialist 2T positions; however, only one position will be hired for at this time.

Overview:

TechOps primarily serves the technology needs of school districts throughout the state. From helpdesk support to student information systems to network planning, we pride ourselves on our ability to take on challenges big and small with a focus on great customer service.

Job Summary: 

The Level 2 Specialist works within the TechOps team to provide a broad range of technology services to school districts around Alaska. This dynamic position involves a variety of at-distance and on-site tasks focused on the design, implementation, and support of classroom and infrastructure technology systems through our helpdesk system. Due to their greater experience and development, this individual is also assigned primary areas of responsibility and may serve as the point person for key team roles.

Reports to: 

This position reports to the Technology Operations Manager. For more information about SERRC TechOps, visit: https://serrc.org/techops or contact Colin Osterhout at colino@serrc.org or (907) 433-7444.

Minimum Qualifications:

• High school diploma or GED required; Associate or Bachelor degree preferred;

• 3+ years working IT including all aspects of client, server, and peripheral integration, preferably in an educational environment;

• Exhibits a strong work ethic and dedication towards a job well done;

• Professional customer service and communication skills. Demonstrates empathy and a deep understanding of our customers’ issues;

Knowledge, Skills and Abilities:

• Excellent troubleshooting skills; high attention to detail; ability to quickly diagnose and solve issues; make wise decisions despite ambiguity;

• Willingness and proven track record of working with people of all skill levels through a variety of media and channels;

• Comfortable performing installation of equipment including rack-mounted hardware, access point installation, and ethernet cable running and termination;

• Basic website content management;

• User management in a variety of information systems;

• Understands purchasing procedures well;

• Can perform basic planning and troubleshooting of small- to mid-sized computer networks, including:

  • network switch configuration and operation: VLAN assignment, PoE settings, port identification given a known MAC address,

  • basic network services including DNS & DHCP,

  • wireless network (WiFi) connectivity issues,

  • internet outages;

• Adjusts our operating procedures in accordance with changing security practices;

• Ability to lead a small project independently;

• Extensive experience administering macOS, Windows, and Linux devices;

• Experience administering Google Workspace.

Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities to perform the work will be considered.

Typical Duties (90%):

• Respond to users’ technical issues in a timely and professional manner;

• Develop documentation for both internal and external use;

• Lead the implementation of new systems from concept to integration with the assistance of other team members;

• Travel to local and rural locations to perform maintenance, installation, troubleshooting, and lead one-on-one trainings;

• Develop specifications for new equipment needs and assist the customer with procurement;

• Manage macOS, iPads, ChromeOS, and Windows clients remotely;

• Perform routine maintenance on Windows and Linux servers;

• Other relevant duties as assigned by the Technology Operations Manager.

Typical Duties (Development, 10%):

• Work with other individuals and teams to develop standards for safe, secure, reliable, and intuitive environments for our users;

• Continually develop skills and capacity to maintain expertise in the technology required by our customers;

• Document major learning milestones and review periodically with the Technology Operations Manager.

Essential Job Functions: 

Collaborate with the rest of the TechOps team to solve customer issues, primarily tracking work using our helpdesk software. Demonstrate a willingness to learn new skills in order to be more efficient and effective. A person in this position may serve as the first point of contact, so it is essential that they are able to communicate patiently and effectively with clients of all ranges of abilities when it comes to technology.

This position will require installation, setup, and troubleshooting of equipment such as computers, rack-mounted equipment, access points, and network cables.

Physical/Mental Demands:

This position requires frequent sitting, as much of our work is remote in nature. Excellent typing skills are required. The employee is required to be able to reach, feel, and lift items weighing as much as 40 pounds and safely set up and use ladders, including extension ladders, step ladders, and other height-assisting devices as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Position Location:

Juneau, Alaska - hybrid work will be considered for the right candidate. Travel will be required depending on the on-site work needed at various locations. 

Working Hours:

37.5 hours per week. Our business hours are 8 a.m.–4:30 p.m. Alaska Time, but occasionally the employee may be asked to work outside of business hours in order to fulfill client needs.

Salary:

Starting at $27/hour for a 230 day contract.

Fingerprints:

This position may or may not require a Criminal Justice Fingerprint and Background check

Benefits:

SERRC offers an excellent benefits package, including full family medical, dental, and vision insurance and state retirement plan.

SERRC is committed to the full inclusion of all qualified individuals. As part of this commitment, SERRC will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Executive Director or Director of HR.