LOCATION:         Northeastern Regional Information Center – Schenectady City School District

BASIC FUNCTION:

The Help Desk Technician is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties. Incumbent may perform duties out of the office at user-specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

RESPONSIBILITIES:

1. Receives technical assistance/support requests via telephone, e-mail, computerized ticket system and in person for the support services provided by the assigned team.
2. Reviews and resolves computer software and hardware problems of users.
3. Logs requests for technical support into a computer, forwards requests as necessary.
4. Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.
5. Answers telephones and direct calls as necessary.
6. Travels between user specific locations, as needed.
7. Installs personal computers and peripheral equipment as necessary.
8. Installs/re-installs personal computer operation systems as necessary.
9. Sets up personal computer operating systems, third party software, and data/Internet/Intranet access for user specific needs.
10. Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.
11. Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.
12. Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third-party software in cases of vendor required support and defective software/hardware.
13. Maintains support documentation, files and records, as necessary.
14. Performs related duties, as required.
15. Working knowledge of personal computers and the peripheral equipment.
16. Working knowledge of modern office equipment and terminology.
17. Working knowledge of modern information services terminology.
18. Working knowledge of business English.
19. Skill in the use of a personal computer keyboard.
20. Ability to communicate technical information both verbally and in writing.
21. Ability to use a personal computer.
22. Ability to convey prescribed technical procedures via the telephone.
23. Ability to follow oral and written instructions.
24. Ability to establish and maintain effective working relationships.

LOCATION:         Northeastern Regional Information Center – Voorheesville Central School & Albany

BASIC FUNCTION:

The Help Desk Technician is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties. Incumbent may perform duties out of the office at user specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

RESPONSIBILITIES:

1. Receives technical assistance/support requests via telephone, e-mail, computerized ticket system and in person for the support services provided by the assigned team.
2. Reviews and resolves computer software and hardware problems of users.
3. Logs requests for technical support into a computer, forwards requests as necessary.
4. Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.
5. Answers telephones and direct calls as necessary.
6. Travels between user specific locations, as needed.
7. Installs personal computers and peripheral equipment as necessary.
8. Installs/re-installs personal computer operation systems as necessary.
9. Sets up personal computer operating systems, third party software, and data/Internet/Intranet access for user specific needs.
10. Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.
11. Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.
12. Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third-party software in cases of vendor required support and defective software/hardware.
13. Maintains support documentation, files and records, as necessary.
14. Performs related duties, as required.
15. Working knowledge of personal computers and the peripheral equipment.
16. Working knowledge of modern office equipment and terminology.
17. Working knowledge of modern information services terminology.
18. Working knowledge of business English.
19. Skill in the use of a personal computer keyboard.
20. Ability to communicate technical information both verbally and in writing.
21. Ability to use a personal computer.
22. Ability to convey prescribed technical procedures via the telephone.
23. Ability to follow oral and written instructions.
24. Ability to establish and maintain effective working relationships.

LOCATION:          Northeast Regional Information Center – 900 Watervliet-Shaker Road

BASIC FUNCTION:

The work involves responsibility for coordinating and supporting school district video and other related e-learning technology activities supported by a BOCES Regional Information Center (RIC).  The Program Coordinator I (e-Learning Technology) series differs from other Program Coordinator series by virtue of the fact that incumbents in the Program Coordinator (e-Learning Technology) series perform video and e-Learning support activities and are not generally involved in the support of administrative, financial or instructional software applications. The Program Coordinator I is expected to have a working knowledge of the available resources for the repair and maintenance of e-learning technologies, and the emphasis of this position is in customer service.  The work of a Program Coordinator I (E-Learning Technology) is performed under the direct supervision of the Managing Program Coordinator.  The incumbent exercises no supervision.  Does related work as required.

RESPONSIBILITIES:

1. Assists in maintaining the operational reliability of the educational video and e-learning networks.
2. Resolves technical problems in the E-Learning Technology.
3. Configures and schedules network transmittals between and among schools and content providers.
4. Monitors the status of the video transmission networks utilizing all available network management tools.
5. Provides regular customer service to school districts.
6. Resolves customer issues when problems occur with programs and/or equipment installed at BOCES and customer sites.
7. Maintains high levels of customer satisfaction.
8. Develops customer service solutions and strategies, including the development of customer satisfaction surveys.
9. Assists in the implementation of the e-learning projects in the NERIC region for requesting districts.
10. Trains school district users on e-Learning Technologies.
11. Tests and review new e-Learning systems.
12. Good knowledge of the technology used in e-Learning development and implementation.
13. Good knowledge of the principles of customer service.
14. Working knowledge of operation and maintenance of audio-visual equipment.
15. Working knowledge of video network technologies.
16. Ability to understand customer service issues regarding video technology and to determine solutions.
17. Ability to identify appropriate e-Learning technology; ability to communicate effectively.
18. Physical condition commensurate with the demands of the position.

LOCATION:                        Northeastern Regional Information Center – Troy City School District

BASIC FUNCTION:  

Incumbent in this class designs, installs and maintains personal computers, local and wide area networks and the associated peripheral equipment. Incumbent has the responsibility for the identification and correction of network and system problems. Incumbent performs duties during normal business hours or during the night and weekends as required. Work is performed under the general supervision of a Senior Network and Systems Technician (BOCES) or other professional. Does related work as required.

RESPONSIBILITIES:

1. Installs and maintains personal computers and networks, including all peripheral equipment.
2. Installs wiring and fiber optic cables.
3. Installs and configures file servers, print servers, communications servers, network switches, personal computers and printers (network and desktop).
4. Diagnoses computer and network problems on-site or by means of help desk staff with user telephone consultations.
5. Works with vendors to configure and troubleshoot routers, circuit problems, and various third-party software applications.
6. Upgrades computers and peripheral equipment.
7. Tests wiring.
8. Performs maintenance of various non-personal computer user interfaces (KRONOS Time and Attendance keypads, etc.).
9. Assists in the testing of new operating systems and software titles for interoperability and functionality with existing systems and software.
10. Attends seminars and technical education classes to keep abreast of current trends in information technology.
11. Travels between user-specific locations, as needed.
12. Performs related duties, as required.
13. Working knowledge of personal computers and local and wide area networks.
14. Working knowledge of installation procedures relating to personal computers, local and wide area networks, peripheral equipment and software.
15. Ability to install office computer systems and networks.
16. Ability to evaluate equipment configuration requirements.
17. Ability to diagnose computer system and network problems and assist in their resolution.
18. Ability to direct users in system and network use.
19. Ability to understand written material.
20. Ability to follow oral and written directions.

LOCATION:                        Northeastern Regional Information Center – Schenectady City School District

BASIC FUNCTION:  

Incumbent in this class designs, installs and maintains personal computers, local and wide area networks and the associated peripheral equipment. Incumbent has the responsibility for the identification and correction of network and system problems. Incumbent performs duties during normal business hours or during the night and weekends as required. Work is performed under the general supervision of a Senior Network and Systems Technician (BOCES) or other professional. Does related work as required

RESPONSIBILITIES:

1. Installs and maintains personal computers and networks, including all peripheral equipment.
2. Installs wiring and fiber optic cables.
3. Installs and configures file servers, print servers, communications servers, network switches, personal computers and printers (network and desktop).
4. Diagnoses computer and network problems on-site or by means of help desk staff with user telephone consultations.
5. Works with vendors to configure and troubleshoot routers, circuit problems, and various third-party software applications.
6. Upgrades computers and peripheral equipment.
7. Tests wiring.
8. Performs maintenance of various non-personal computer user interfaces (KRONOS Time and Attendance keypads, etc.).
9. Assists in the testing of new operating systems and software titles for interoperability and functionality with existing systems and software.
10. Attends seminars and technical education classes to keep abreast of current trends in information technology.
11. Travels between user specific locations, as needed.
12. Performs related duties, as required.
13. Working knowledge of personal computers and local and wide area networks.
14. Working knowledge of installation procedures relating to personal computers, local and wide area networks, peripheral equipment and software.
15. Ability to install office computer systems and networks.
16. Ability to evaluate equipment configuration requirements.
17. Ability to diagnose computer system and network problems and assist in their resolution.
18. Ability to direct users in system and network use.
19. Ability to understand written material.
20. Ability to follow oral and written directions.

LOCATION:         Northeastern Regional Information Center – Berlin Central School District

BASIC FUNCTION:

The Help Desk Technician is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties. Incumbent may perform duties out of the office at user specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

RESPONSIBILITIES:

1. Receives technical assistance/support requests via telephone, e-mail, computerized ticket system and in person for the support services provided by the assigned team.
2. Reviews and resolves computer software and hardware problems of users.
3. Logs requests for technical support into a computer, forwards requests as necessary.
4. Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.
5. Answers telephones and direct calls as necessary.
6. Travels between user specific locations, as needed.
7. Installs personal computers and peripheral equipment as necessary.
8. Installs/re-installs personal computer operation systems as necessary.
9. Sets up personal computer operating systems, third party software, and data/Internet/Intranet access for user specific needs.
10. Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.
11. Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.
12. Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third-party software in cases of vendor required support and defective software/hardware.
13. Maintains support documentation, files and records, as necessary.
14. Performs related duties, as required.
15. Working knowledge of personal computers and the peripheral equipment.
16. Working knowledge of modern office equipment and terminology.
17. Working knowledge of modern information services terminology.
18. Working knowledge of business English.
19. Skill in the use of a personal computer keyboard.
20. Ability to communicate technical information both verbally and in writing.
21. Ability to use a personal computer.
22. Ability to convey prescribed technical procedures via the telephone.
23. Ability to follow oral and written instructions.
24. Ability to establish and maintain effective working relationships.