Information Technology Systems Specialist

INFORMATION TECHNOLOGY SYSTEMS SPECIALIST

SUMMARY DESCRIPTION

The IT Systems Specialist provides technical support and operational services for district technology systems, endpoints, and infrastructure. This position is responsible for diagnosing and resolving incidents and service requests, supporting classroom and administrative technologies, and ensuring adherence to district standards and service management practices. The IT Systems Specialist delivers high-quality customer service while maintaining reliable, secure, and user-centered technology services that support district instructional and business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Endpoint & User Support

• Respond to and resolve service requests and incidents related to desktops, laptops, printers, and classroom technologies.
• Perform hardware diagnostics, repair, replacement, and lifecycle support for district devices.
• Provide end-user support for district systems, including account access, password resets, and application troubleshooting.
• Support device imaging, deployment, and asset tracking in alignment with district standards.

Systems & Account Administration

• Perform user account administration, including Active Directory, Microsoft 365/Exchange, and related systems.
• Support Group Policy application, permissions, and access control based on established standards.
• Assist with the administration and support of core services, including DNS, DHCP, and file services.
• Execute tasks within endpoint management systems (e.g., SCCM/MECM, Intune).

Network & Infrastructure Support

• Troubleshoot basic network connectivity issues, including wired, wireless, and peripheral devices.
• Support network infrastructure components such as switches, routers, and IP telephony systems.
• Monitor and assist with maintaining system performance and availability.
• Escalate complex infrastructure issues following established protocols.

Service Management & Operations

• Manage assigned tickets through their lifecycle, ensuring timely resolution and proper documentation.
• Follow IT service management practices, including incident, request, and escalation procedures.
• Maintain accurate records of work performed, configurations, and resolutions.
• Adhere to district IT standards, policies, and security practices.

Customer Service & Collaboration

• Deliver professional, responsive customer service to staff, students, and departments.
• Communicate technical information clearly to non-technical users.
• Collaborate with cross-functional IT teams to support district-wide initiatives and changes.
• Build and maintain positive working relationships with school sites and departments.

Continuous Improvement & Compliance

• Identify recurring issues and communicate trends to supervisors for further analysis.
• Follow cybersecurity best practices, including secure handling of accounts and devices.
• Participate in training and professional development to maintain current technical knowledge.
• Support district compliance requirements related to data privacy and acceptable use.

QUALIFICATIONS

Any combination of education and experience that could likely provide the required knowledge and skills is qualifying. A typical way to obtain the knowledge and skills would be:

Education: Equivalent to an associate degree in Information Technology, computer science, or a closely related field required.

Experience: Three (3) years of experience providing technical support in a networked environment required. Experience in K-12, higher education, or public sector environments is preferred.

Licenses/Certificates: Possession of or ability to obtain a State of Nevada class C driver's license with driving record acceptable to the District required. Relevant certifications preferred (e.g., CompTIA A+, Network+, Microsoft Fundamentals, or equivalent). Must be able to pass the in-house IT Specialist test with a score of 70% or higher.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• IT service management fundamentals (incident, request, escalation, and ticket lifecycle best practices).
• Endpoint management, including imaging and deployment tools (e.g., SCCM/Intune).
• Active Directory, Microsoft 365/Exchange, and identity/access management concepts.
• Network fundamentals, including DNS, DHCP, TCP/IP, and common network protocols.
• Desktop and laptop hardware, including diagnosis, repair, and replacement procedures.
• Cybersecurity fundamentals, including password security, patching, and endpoint protection practices.
• District IT standards, procedures, and acceptable use policies.

Skill in:

• Troubleshooting and resolving complex technical issues across endpoints, applications, and basic network systems.
• Using remote support tools, administrative consoles, and system management platforms.
• Prioritizing and managing assigned work based on urgency and service expectations.
• Applying logical, analytical, and problem-solving techniques.
• Documenting work clearly and maintaining accurate ticket records.
• Delivering effective customer service in a technical support environment.

Ability to:

• Follow established procedures, standards, and escalation paths.
• Communicate technical information clearly to non-technical users.
• Manage multiple tasks and adapt to changing priorities.
• Work independently and collaboratively within a team environment.
• Build positive relationships with staff, students, and stakeholders.
• Maintain professionalism, confidentiality, and sound judgment.

WORK ENVIRONMENT / PHYSICAL DEMANDS

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Exposure to weather: Rarely (site visits between facilities/schools)
• Exposure to loud noises: Occasionally (servers/network equipment, school hallways & bells)
• Working in confined spaces: Occasionally
• Working at heights: Rarely (e.g., accessing AV/network equipment)
• Working with hazardous materials: Never

Physical Demands

• Lifting/Carrying: Occasionally (up to 50 lbs. with assistance and proper technique).
• Standing/Walking: Frequently
• Bending/Stooping: Occasionally
• Reaching: Occasionally
• Pushing/Pulling: Occasionally
• Climbing: Rarely
• Fine motor skills: Frequently (keyboard/mouse, small component work)

Definitions:?

• Never: The activity or condition does not occur.?
• Rarely: The activity or condition occurs less than 10% of the time.?
• Occasionally: The activity or condition occurs 10-30% of the time.?
• Frequently: The activity or condition occurs 30-60% of the time.?
• Continuously: The activity or condition occurs more than 60% of the time.

THIS JOB SPECIFICATION SHOULD NOT BE CONSTRUED TO IMPLY THAT THESE REQUIREMENTS ARE THE EXCLUSIVE STANDARDS OF THE POSITION. INCUMBENTS MAY BE REQUIRED TO FOLLOW ANY OTHER INSTRUCTIONS, AND TO PERFORM ANY OTHER RELATED DUTIES AS MAY BE REQUIRED BY THEIR SUPERVISOR.

The Washoe County School District is committed to providing a safe and respectful learning and working environment for all students, staff, and visitors. The District prohibits bullying, cyber-bullying, harassment, sexual harassment, and/or discrimination based on an individual's actual or perceived race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity or expression, genetic information, veterans or military status, marital status, disability or the presence of any sensory, physical or mental handicap in any of its educational programs/activities and employment, or in any program or activity conducted or funded by the U.S. Department of Agriculture. The District prohibits discrimination against any youth group listed in Title 36, as a patriotic society, (i.e. Boy Scouts of America) from access to public school facilities use.

Equal Opportunity Employer Statement

Washoe County School District is proud to be an equal opportunity employer. The Washoe County School District is committed to providing all applicants and employees equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military status, or other characteristics protected by applicable law. Here at Washoe County School District, we are a diverse group of people who honor the differences that drive innovative solutions to meet the needs of our students and employees. We believe that through a culture of inclusivity, we have the power to reflect on the community we serve.