] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SYSTEMS SPECIALIST - MOBILE WORKSTATION SPECIALIST

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IT Systems Specialist - Mobile Workstation Specialist

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Systems Specialist CODE: 5160 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Systems Specialist - Mobile Workstation Specialist GRADE: 18-25 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Staff in this job family provides all levels of user support and technology administration. Based on the assigned level (intern, level I, II or II), this work may include analyzing and resolving problems related to workstations, networks, servers, and printers; performing systems analysis; designing and implementing configuration changes; and performing related duties as required or assigned. Focuses on hardware MCPS staff and students use for remote or hybrid work, including but not limited to Dell laptops, Acer Chromebooks, and Lenovo Chromebooks. Advises on purchasing and repairs for stated devices, forecasting needs for parts and supplies. Receives general supervision from a team leader, supervisor, and/or school based administrator. May assist with the training of lower-graded employees, as assigned. May provide guidance and assistance to full, part-time and/or hourly employees, as required.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Can demonstrate knowledge of principles, concepts, and methods of applicable computer technology and its most effective and efficient utilization; good knowledge of, or ability to quickly learn, instructional technology requirements; knowledge of standard microcomputer operating systems and the software used in a network environment; knowledge of multiple microcomputer and network operating systems, and proficiency at standard desktop and communications applications and protocols; and ability to communicate effectively both orally and in writing. Possession of an appropriate, valid vehicle operator's license and employee-provided transportation is required. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor's degree preferred or equivalent experience in a related field. Experience in supporting users and technology administration related to Chromebooks required. 4-8 years of experience with Chromebook and/or laptop repairs preferred. Combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: A valid vehicle operator's license is required. Use of a personal vehicle is required due to the need to support multiple locations.
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Special physical tasks such as moving computer equipment, wire management, equipment maintenance, and computer and peripheral connection/installation require the ability to bend, lift, climb, carry, and crawl; often under tables or in small spaces. Summer work is often performed in un-air-conditioned spaces. Ability to lift up to 50lbs.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work overtime as required and to respond to emergency work needs on evenings and weekends. Overtime requires prior approval for grades 18 - 20. ITSS may be required to transport MCPS equipment, practice reasonable precautions, and provide secure overnight storage. Overtime Eligibility: Intern & ITSS I (grade 18 to 20) are eligible for overtime pay with prior approval. ITSS II and III (grade 23 to 25) are not eligible for overtime pay. Note: overtime eligibility is under review pending acceptance of new regulations.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

(The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day.)

ITSS Intern - Grade 18
Under close supervision the ITSS Intern assists in general maintenance and performing first level support; such as: routine maintenance, performing triage, preparing for assessments, and resolving issues as able for technology hardware and software in schools and office.

Reporting locations may vary. Assignments and location may change as needed.
Can be assigned to a single or multiple locations in any area of the county.


IT Systems Specialist I - Grade 20

Under general supervision and guidance the ITSS I performs first level technology support for users, software, and hardware in schools and offices. Such as:

Provides customer support and user assistance for MCPS applications, network infrastructure, WAN/LAN technologies, approved software, and hardware.

Responsible for initial troubleshooting of technical issues, problem/resolution summaries, and resolution or escalation of issues. Serves as the technical liaison between the assigned location(s) and the Office of Technology and Innovation (OTI).

Coordinates and arranges for hardware, telecommunications, and maintenance repairs with in-house staff and designated contractors.

Serves as a liaison to secure other technology services such as training or second level support.

Supports network connectivity for staff and student provided devices within OTI guidelines.

Schedules and performs routine maintenance and cleaning of desktops, mobile devices, servers, networks and peripheral technologies as directed by OTI.

Responsible for small scale hardware integration, computer peripheral integration, and hardware inventory management.

Responsible for software installation, image management, and version control as directed by the individual school or OTI in accordance with the software installation and approval guidelines.

Responsible for scheduling and executing regular, on-site, physical inspections of server hardware and routine tests of backup systems.

Ensures readiness and prepares hardware and software in support of online testing and school opening.

Proactively participates in projects including the contribution to knowledge tools and planning of professional development.

Provides regular, routine, on-site support to assigned locations. May also provide backup support as needed.

Supports technology policies, regulations, network, and responsible use practices, and escalates issues as necessary.

Supports user accounts, including profile issues, local provisioning, group permissions, server space quotas, trouble-shooting, and escalating as appropriate to second level support

Provides just in time training and aids users in self-support.

Reporting locations may vary. Can be assigned to single or multiple locations in any area of the county and may change as needed.

IT Systems Specialist II - Grade 23

Able to perform the duties of the IT Systems Specialist I. The level II duties may also consist of the following tasks which require consistent exercise of independent judgment and discretion:

Performs escalated second level support for technology hardware, software, and networks in assigned locations; including hardware health, data restoration, automation of work through scripting and batch files, analyzing network traffic, performance, and login/response times.

Supports system-wide applications, initiatives, and programs; including email applications, security, infrastructure upgrades, identity management/user account creation tools, parts ordering, or inventory management.

Serves as an escalation point for account issues - including password changes, syncing issues, location assignment issues, roaming accounts, persistent profile issues or special needs situations.

Actively participates on project teams overseeing implementation and process improvement of technology solutions including the technology modernization project, security initiatives, telecommunications, and instructional software support. May serve as a project manager.

Assists in system wide research and development initiatives; including gathering system design and user specifications, image development, database management and design, creation of software install packages, extensive testing of updates, auditing of peer updates, documentation, analysis, and testing of prototypes.

Participates in the professional development of peers by collaborating, documenting, and sharing knowledge. Uses system resources to maintain and utilize a knowledge base.

Assists with the orientation and training of new ITSS I staff. May serve as mentors for the newly hired or referred employee.

Provides direct or indirect support to schools or offices as needed.

Reporting locations may vary. May be assigned to a project, initiative, school(s) or office(s) or combination of responsibilities in any area of the county. Assignments and location may change as needed. May be reassigned to OTI on a temporary or full-time basis.

IT Systems Specialist III (grade 25)

Able to perform the duties of the IT Systems Specialist I and II. The level III duties may also consist of the following tasks which require a significantly higher level of independent skill, judgment, and discretion:

Enterprise-wide network architecture design, process improvement, and documentation; including processes, project management, problem mapping/resolution documentation, post-implementation review, and non-technical descriptions appropriate for all stakeholders.

Research and development: Including requirements gathering, systems integration, supporting multiple systems (past and future). Image development, updates and patching. Developing procedures, solutions, and documentation. System-wide collaboration in support of new technologies, initiatives, and online testing.

Central administration and support of enterprise systems: examples include centralized backups, network management tools, user identity management, office productivity tools, databases, and portals - including upgrades, patches, escalation support, and training.

Serves as a lead project manager for key technology initiatives; including development of project plans, reports to management, vendor relations, managing resources including people and funding.

High level network support: including serving as escalation point; troubleshooting extraordinary, high impact, persistent problems. Monitoring hardware, software and network performance for capacity and potential problems. Performing preventive maintenance and monitoring change control/impact. Implementing emergency response such as Lifeboat.

Aid in the professional development of ITSS I & II: Including collaboration, documentation, knowledge sharing, training development and presentation in group sessions as well as one-on-one. Serving as a mentor and/or coach to other ITSS.

Reporting locations may vary. May be assigned to a project, initiative, school(s) or office(s) or combination of responsibilities in any area of the county. Assignments and location may change as needed. May be reassigned to OTI on a temporary or full-time basis.

Performs related duties consistent with the scope and intent of the position.

Class Established: 9/2021
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.