| Summary Description: Staff in this job family provides all levels of user support and technology administration. Based on the assigned level, this work may include analyzing and resolving problems related to portable computers, such as laptops and Chromebooks, workstations, printers, networks, and servers; performing systems analysis; designing and implementing configuration changes; and performing related duties as required or assigned. Receives general supervision from a team leader, supervisor, and/or school-based administrator. May assist with the training of other employees, as assigned. May provide guidance and assistance to full, part-time and/or hourly employees, as required. May be assigned to conduct audits of device inventory, verify asset records, and support school-based technology needs. Physical Demands: 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: 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.
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KNOWLEDGE SKILLS ABILITIES: Can demonstrate knowledge of Chromebook and laptop hardware components, operating systems (especially Chrome OS), and common troubleshooting techniques, along with the ability to diagnose and repair a wide range of hardware issues such as screen, keyboard, battery, and motherboard replacements. Familiarity with device management systems and asset management tools. Strong organizational skills are required to conduct accurate inventory audits and maintain detailed repair and tracking records. The candidate must possess effective communication skills, both oral and written, to interact with school staff and document technical work. The ability to work independently, manage time efficiently, and travel to various school locations as needed is important. 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). |
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Education Training Experience: Bachelor’s degree preferred. Experience in supporting users and technology administration required. 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 License: A valid vehicle operator’s license is required. Use of a personal vehicle is required due to the need to support multiple locations. |
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Example Duties: (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 with basic Chromebook and laptop maintenance and first-level support. Duties include routine cleaning, triage of damaged devices, preparing devices for assessment or repair, and resolving minor hardware issues. Interns may also assist with organizing inventory and preparing devices for school-based audits. Assignments and reporting locations may vary and may include multiple schools or offices across the county. IT Systems Specialist I - Grade 20. Under general supervision, the ITSS I performs first-level support for Chromebook and laptop hardware for schools and offices. Responsibilities include diagnosing and repairing common hardware issues, coordinating device collection and return, and maintaining accurate repair records. The technician provides customer support for device-related issues and may assist with software troubleshooting. Periodically, the ITSS I supports school-based inventory audits by verifying asset records and assisting with inventory reconciliation. IT Systems Specialist II - Grade 23. In addition to performing all duties of the ITSS I, the ITSS II handles more complex Chromebook and laptop repairs and serves as an escalation point for unresolved hardware issues. This role may include managing parts inventory, supporting device deployment projects, and contributing to the development of repair procedures and documentation. The ITSS II may lead or coordinate school-based inventory audits, ensuring accuracy in asset tracking systems. The technician may also participate in system-wide initiatives related to device management and support. Assignments and locations may vary and may include temporary reassignment to support central office projects. IT Systems Specialist III - Grade 25. In addition to performing the duties of the ITSS I and II, the ITSS III provides advanced support for Chromebook and laptop repair operations across the district. This includes developing and refining repair workflows, managing large-scale inventory audits, and supporting enterprise-level asset management systems. This role requires a high level of independent judgment and may involve project management responsibilities. Assignments may include multiple schools, offices, or central office initiatives and may change based on district needs. |
