Software Support Specialist

Software Support Specialist

Pittsburgh Public Schools

341 S. Bellefield Avenue

Pittsburgh,PA15213

Other - Position - Non-Certified

Job Number
4600293533

Start Date

Open Date
02/15/2024

Closing Date
05/15/2024

The Software Support Specialist is responsible for providing Tier 2 management and support of district devices. In addition, the Software Support Specialist is responsible for providing level 2 troubleshooting and warranty support to all district stakeholders. This includes but is not limited to managing and maintaining up-to-date end-user operating system images for all district-supported devices, reviewing and recommending new devices to support district initiatives, managing and maintaining application library, supporting change management database, troubleshooting and repairing desktops, laptops, tablets, visual learning devices, and other peripherals, submitting and completing warranty and non-warranty device repairs, stocking and repairing device lockers, and assisting other end-user team members as directed.

A Software Support Specialist will be successful in this position by supporting the work of other End User Support Teams with the essential job functions listed below. The process of identifying and measuring work required for this position includes requests via the technology ticket system and the cyclical nature of technology and software updates.

Reports To
Director, End User Services

Salary

Technical-Clerical Level 14 ($3,887/Monthly)

Qualifications

An associate degree in information sciences or equivalent relevant experience is required.

Obtaining a Microsoft Modern Desktop Administrator Associate is required.

Obtaining manufacturer warranty certification is required.

Experience with Windows OS, iOS, and macOS deployment.

Strong experience with mobile device management and scripting capabilities.

Excellent Customer Service in an office setting.

Valid PA Driver?s License

Expert in time management and organizational skills, willing to utilize resources to achieve results in a fast-paced environment.

A capacity to solve problems, stay organized, and manage multiple priorities.

Residency Requirements
City of Pittsburgh Residency Required

Essential Job Functions

Provide level 2 technical support as needed to analyze and resolve user issues.

Maintain up-to-date end-user application library.

Responsible for managing end-user software licensing.

Prepare and test deployment packages for approved operating system images and software applications.

Responsible for building and testing deployment packages for approved software patches.

Document issue resolution via the ticketing system and escalate to level 3 resources as needed.

Responsible for planning and submitting changes to the change management database.

Inventory and fill device lockers for sites.

Repair broken and damaged devices and device lockers.

Identify and prepare drawings for the installation of visual learning products (e.g. Cleartouch).

Coordinate and assist in the installation and setup of visual learning products.

Work with schools and approved external vendors to identify and quote school-based purchases.

Support the transition of devices during the summer months.

Assists in evaluating and implementing appropriate products and services that promote end-user computing, new technologies, and provision of services to meet department objectives.

Acts as a liaison with other departmental teams to review and approve district software needs.

Acts as a liaison with vendors and outside agencies to evaluate appropriate products.

Assist other End User Support team members as requested.

The Pittsburgh Public Schools (PPS) does not discriminate on the basis of race, color, age, creed, religion, gender (including gender identity or expression), sexual orientation, ancestry, national origin, marital status, pregnancy or disability in its programs, activities, career and technical education programs or employment and provides equal access to the Boy Scouts and other designated youth groups. It is the policy of the Pittsburgh School District to make all services, programs and activities available and to provide reasonable accommodations to persons with disabilities. Please make requests for accommodations at least 72 hours before the scheduled event. For more information regarding accommodations, civil rights grievance procedures, please contact Employee Relations, Office of Human Resources, 341 S. Bellefield Ave, Pittsburgh, PA 15213 or 412-529-HELP (4357).