FRAMINGHAM PUBLIC SCHOOLS

DEPARTMENT OF TECHNOLOGY

TITLE: 

District Support Technician I

2024-2025 School Year 

POSITION OVERVIEW 

The District Support Technician I provides technical Level 1 software, hardware and network problem resolution to all District technology users by performing question/problem diagnosis and creative problem-solving skills. The ideal candidate will have the ability to clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user support as needed, and assist peers in troubleshooting computer, software and phone issues.

This position is also responsible for device deployment throughout the district and will be required to conduct hardware and software inventory and reporting. The successful candidate will strive to support an environment of high-quality teaching and learning in all of its forms.

This position is based in the district’s Office of Technology. The position is expected to support and service up to (3) building location(s) as well as support issues dispatched through the District Help Desk and assigned by the Director of Technology.

OUR MISSION:

Framingham Public Schools is committed to excellence for all students. Our mission statement guides our work: Through a comprehensive education, we aim to create and empower free-thinking, responsible citizens who can participate equally in our rich and diverse community. FPS and the community stand united in our core values: Providing a safe, inclusive, culturally responsive teaching and learning environment; Engaging antiracist and responsible civic advocates; Respecting diversity of thoughts, learners, culture, and community; Fostering learning and healthy growth of all students and staff; Ensuring every school will be an active, participatory, equitable community.

Diversity among teachers undoubtedly advances the academic achievement of students. Compliance obligations establish the baseline; as a district, Framingham Public Schools are committed to achieving, developing, and maintaining a workforce reflective of the rich racial, linguistic, and cultural diversity of our students. Framingham Public Schools aims to teach our children, and ourselves, to be culturally proficient and inclusive in order to live, learn, and work together in a vibrant and diverse world.  

Indeed, Framingham Public Schools is committed to inspiring our school community to be accepting and willing to learn from individuals with differing backgrounds. Our goal is to reflect the diverse community we serve and create a great place to work for everyone by embracing the individual skills, perspectives, and experiences our people bring to the workplace and harnessing these for high performance and improved service delivery. We want our employees to feel included, valued, and respected and have access to equal opportunity, which supports full participation at work. Framingham Public Schools seeks to retain the diverse talent in our workforce and support our people to maintain a long and productive working career.

Framingham Public Schools is dedicated to the goal of building a culturally diverse and pluralistic faculty committed to teaching and working in a multicultural environment and strongly encourages applications from persons with disabilities and who identify as BIPOC.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Massachusetts Drivers License.

TRAINING AND EXPERIENCE:

Associate degree in Information Systems or a technology-related discipline preferred

A+ Certification, or a minimum of two years experience in a technical support position, preferably in a school setting

SKILLS AND ABILITY:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Must have a working knowledge of a wide array of hardware and software, as well as a detailed understanding of computer systems and networked devices. Must have excellent communication skills and a proven ability to work with all types of people, including all District staff and students (PreK – 12). Ability to troubleshoot basic network and client connectivity issues. Must be self-motivated, responsible and able to work independently. Must be able and willing to move computers, network hardware and other equipment in, and between the District's buildings. Must be willing to stay up-to-date on emerging technologies and trends. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

The essential functions or duties listed below are intended only as illustration of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if work is similar, related or a logical assignment to the position. 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 the requirements of the job change. 

• Provide technical support to end-users including troubleshooting and resolving issues related to hardware, operating systems, and software for Chromebooks, laptops, desktops, printers, copiers, projectors, and other A/V equipment.
• Accurately track all customer problems and requests in the district ticketing system to ensure responsive follow-up on customer requests or problems and completion of assigned tasks.
• Setup, deploy, and maintain district hardware, including the use of imaging software and day-to-day break/fix services.
• Provide technical support to each school in the District as needed on-site, via remote connection, phone, HelpDesk system and/or email (as determined by the severity of issue).
• Work collaboratively with other IT personnel in the Technology Department.
• Advocate and adhere to the IT strategies, hardware and software standards, security policies and operational procedures of the Office of Technology Department and ensure policies are consistently applied to all schools in the district.
• Maintain a clean, safe work area and a professional appearance.
• All other duties as defined by the Director of Technology.

PHYSICAL WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing 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 regularly required to move about and may be required to traverse occasionally throughout the school building. The employee must also often remain in a stationary position for considerable periods of time. The employee is occasionally required to reach with hands and arms and sit, stoop, kneel, crouch, or crawl. The employee is expected to lift at least 25 lbs. The employee must frequently use hands to finger, handle, or feel; and use hand strength to grasp tools. Occasionally s/he operates a computer and other office productivity machinery (i.e., a calculator, copy machine, and computer printer). The employee must be able to input information into a computer and as well as read material from a computer monitor as well as handwritten or printed matter with or without visual aids. The employee must be able to communicate effectively with students, parents, and other staff members in person and on the telephone. On rare occasions, it may be necessary to move quickly across even or uneven surfaces. The employee will be working in a normal school environment with an acceptable level of noise. The employee interacts with students, parents, and other staff members. The employee is directly responsible for the safety, well-being and work output of students.

REPORTS TO:  

Director of Technology. The performance of this job will be evaluated by the Director of Technology.

SUPERVISORY RESPONSIBILITIES:

None.   

FAIR LABOR STANDARDS ACT (FLSA) CLASSIFICATION:

This position is classified as Non-Exempt. 

TERMS OF EMPLOYMENT:

This is a twelve (12) month in-person position. Covered under Framingham School Committee Contract. 

Framingham Public Schools provides equal employment. opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Framingham Public Schools complies with applicable state and local laws governing nondiscrimination in employment in every location in which the District has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Framingham Public Schools expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.