Job Title: Technology Services, Lead Field Operations Technician
Pay Program: Support Staff	FLSA Status: Non-Exempt
Reports to: Technology Services, Manager Enterprise Operations	Pay Range: CH23 $33.53 - $37.28
Work Year: 260 Days / 8 Hours

VISION: Engage, Equip, and Empower Each and Every Student, Each and Every Day.

SUMMARY: This position operates under the guidance of the Enterprise Operations Manager operating as serves as a key leader to the Field Services Technicians. As the primary point of contact for escalated technology issues, this role demands a high standard of cooperative customer service, focusing on delivering timely and effective solutions. Supervising a team of 10-14 staff this role manages the daily technology operations across various district facilities managing complex software, hardware, and peripheral support tasks. In line with the districts policies, this role ensures that all Windows desktops adhere to a 4-year lease cycle and that servers are replaced according to the end-of-life schedule set by the manufacturer. This role is crucial in maintaining seamless connectivity and ensuring consistent system performance across the district. Additionally, the individual is expected to facilitate open communication and provide professional customer service, with a strong emphasis on resolving issues swiftly and efficiently to meet the high expectations set for this leadership position.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 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.

Job Responsibility Descriptions
Oversees the daily logistics and scheduling for District Technology and Audio-Visual Technicians while working in collaboration with the Enterprise Operations Manager to meet the departments strategic goals and on-going initiatives. Supervising a team of 10-14 staff this role manages the daily technology operations across various district facilities. Primary responsibilities area round a continuous cycle of installations, configurations, and troubleshooting of computers, printers, operating systems, 21^st century classrooms, and application software. This role ensures technicians compliance with IT standards and user needs. Other duties include ensuring optimal team scheduling and task distribution to maximize productivity and service quality. Implementing teaching and coaching cycles the Lead Technician offers continuous feedback, establishing performance benchmarks and providing mentorship to bolster team skills and capabilities. Training efforts are implemented in collaboration with the Enterprise Manager, department leadership, and address current and on-going basic technology training needs, software roll-out trainings, technical components, and other needs as identified. In addition, this position is a gatekeeper to unnecessary ticket escalations overseeing all problem tickets assigned to third tier responders and is responsible for tracking the problem s resolution. Other responsibilities under this duty include regular customer service satisfaction surveys with results shared and discussed with department leadership for use in setting goals and strategies.
Regularly updates both the technical team and management on ongoing operations and critical IT issues, prioritizing communications to maintain transparent and timely information flow. Acts as the primary technical liaison between the district, external vendors, and internal customers, advising on and assisting with the selection, procurement, and deployment of IT solutions. Short-term and long-term strategic IT planning requires collaborating with the Enterprise Manager and building leaders to align technology infrastructure updates with organizational schedules and needs.
This employee plays a supporting role in enhancing administrative efficiency through strategic oversight of system and application log reviews, as well as ensuring the completion of critical scheduled tasks like backups. For example, the Lead Technician may be involved with researching automated solutions and other system enhancements to improve IT efficiencies. A key part of the role includes the ongoing development and updating of network documentation, which encompasses creating detailed diagrams and maintaining technology-related Standard Operating Procedures (SOPs) and other essential technological guidelines. The Lead works with the Enterprise Manager to ensure these processes and documentation align with the organization's and department s strategic plan.
Lead Field Tech is tasked with the comprehensive oversight of the technology hardware and software systems lifecycle management, ensuring proactive identification and management of potential and actual failures. This role involves a strategic approach to the management of all computing devices, including desktops, laptops, and servers. This employee works closely with the Enterprise Operations Manager in planning and executing refresh cycles, keeping the infrastructure devices up-to-date and secure. In line with the districts policies, this role ensures that all Windows desktops adhere to a 4-year lease cycle and that servers are replaced according to the end-of-life schedule set by the manufacturer, such as Dell. Active involvement is required in coordinating repair and recovery efforts for technology needs, guiding the team to expedite solutions and resolutions effectively. The Lead also coordinates with the Manager on internal and external communication regarding system failures and scheduled maintenance, ensuring clear, timely, and effective messaging to all relevant parties. Responsibilities extend to troubleshooting, offering solution recommendations, and overseeing the implementation of system patches, configurations, and service upgrades, aligning with the latest industry standards for security and performance.
Contributes to a variety of administrative support duties including representing the technical services team in professional meetings and training sessions. This employee will also research, recommend and prioritize future training opportunities providing an expertise regarding best practices, existing and emerging technology /platforms and technology usage trends. Recommendations are presented to department and district leadership and employee responsibilities include identifying approaches that leverage resources and provide economies of scale for the District.
Perform other duties as assigned.

EDUCATION AND RELATED WORK EXPERIENCE:

Applicant must meet at least one of the following*:
Associates Degree with emphasis in technical discipline, or equivalents required with a minimum four years demonstrated experience in computer installation, maintenance and repair for hardware and software including experience supporting remote network access, wireless access configurations, disk imaging and software package creation and deployment; OR
Bachelor s Degree with emphasis in emphasis in technical discipline, or equivalents required with a minimum two years demonstrated experience in computer installation, maintenance and repair for hardware and software including experience supporting remote network access, wireless access configurations, disk imaging and software package creation and deployment;
Operating knowledge of and experience with Microsoft Operating Systems, Google chromium; IT management software e.g.(Microsoft System Center Configuration Manager (SCCM), Altiris
Preference given for prior experience in project management applying industry principles in Big Cloud or Process Management;
*Acceptable demonstration of acceptable education and/or experience will be at the sole discretion of the District.

LICENSES, REGISTRATIONS or CERTIFICATIONS:

Criminal background check required for hire;
Valid Colorado driver s license or identification required;
Employee must obtain and maintain the District s Small Vehicle Permit within 60 days of hire;
Obtain computer vendor repair/maintenance service certification within 30 days of hire and renewed annually;
Attend and successfully complete all staff development training as required by state law or as directed by Supervisor.

TECHNICAL SKILLS, KNOWLEDGE & ABILITIES Legal Knowledge Technology Support Technician must possess a working basic knowledge of, promote and enact certain federal, state, and District education policies, standards, and procedures. This position is responsible for supporting District personnel in understanding and abiding by legal and ethical boundaries as outlined in the:

Every Student Succeeds Act (ESSA 2015),
Individuals with Disabilities Education Act (IDEA,2004),
Family Educational Rights and Privacy Act (FERPA 1974),
Children s Online Privacy Protection Act (COPPA 1998),

Culture Awareness - Support Technician must also possess a basic knowledge of local cultural diversity and how District services are best provided. Other knowledge base expectations include but are not limited to:

Expertise in understanding and applying technical vernacular in publications including printer scripts;
Expertise working with and applying procedures for the District s Active Directory and Group Policy;
Strong technical hardware and software troubleshooting skills, including research of errors, issue re-creation and resolution;
Strong customer service, and public relations, interpersonal relationship building skills;
Strong computer knowledge and skills to manage work product for non-expert end users;
Strong oral and written communication skills with the ability to teach adult learners;
Strong attention to detail, problem solving, collaborative decision-making and analytical skills;
Strong ability to analyze and troubleshoot technical problems seeking the most effective solution;
Well- developed ability to manage multiple simultaneous priorities with frequent interruptions in a timely manner;
Well-developed ability to research solutions and best practices/policies for use in imaging and deployment tools;
Well developed ability to utilize written skills in documenting research and work processes.
Ability to maintain confidentiality of sensitive student and personnel materials employee may have access/exposure to;
Ability to be adaptable and flexible with collaborative critical thinking and problem-solving capabilities;
Ability to use de-escalation skills to defuse and manage stressful and fluid situations;
Ability to advocate for students and staff from diverse backgrounds and with diverse abilities;
Ability and willingness to promote and follow Board of Education policies, building and department procedures;
Ability to lead, communicate, interact and work effectively and cooperatively with people from diverse ethnic and
educational backgrounds;
Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate safety equipment and report unsafe conditions to the appropriate administrator.

MATERIALS AND EQUIPMENT OPERATING KNOWLEDGE:

Operating knowledge of and experience with personal computers, software and peripherals including advanced keyboarding skills;
Operating knowledge of and experience with software programs for word processing, spreadsheets, schematics, email, and online computing platforms including G-Suite and Office 365 integrated educational packages;
Operating knowledge of and experience with typical office equipment, such as telephones, copier, fax machine, etc.;
Operating knowledge of and experience with installation and administration of network hardware and software and integration of desktop software;
Operating knowledge of and experience with Active Directory and Group Policy to manage client systems;
Operating knowledge of and experience with end-point systems management solution for computer imaging and software deployment.

Salary & Benefits:
View all salary schedules for the current school year at:
Information regarding D51 Benefits can be found here:

Apply Now

TECHNOLOGY SERVICES, LEAD FIELD OPERATIONS TECHNICIAN

Mesa County Valley School District 51