TECHNOLOGY SERVICES AND TRAINING SPECIALIST I

Primary Function

Provides proactive technology support to division staff and students by anticipating needs, preventing issues before they arise, and building user capacity through ongoing training and engagement. Emphasizes early identification of technology challenges, user education, and system readiness, shifting away from reactive ticket-driven responses. Supports users through in-person and remote interactions, facilitates technology training, monitors trends, and assists in strengthening the overall technical experience across the division. This is a non-supervisory position.

Minimum Qualifications

Some college courses in computer science, electronics, or related technical field, or a technical study program from trade school or previous employer; and one year technical experience diagnosing and resolving computer hardware and software problems and installing and maintaining personal computers and peripherals; experience dealing directly with customers; or any equivalent combination of training and experience which provides the required skills, knowledge, and abilities.

Necessary and Special Qualifications

Valid Virginia driver’s license and insurability required.
This position requires routine travel to and from multiple York County School Division locations as part of the regular duties and responsibilities.

Knowledge, Skills and Abilities

Knowledge of current technologies to effectively support customer technical needs for all systems supported by the department of Information Technology.
Knowledge in configuring and troubleshooting client workstations in a LAN/WAN and wireless network environment including installation/configuration of various settings, user profiles, e-mail client software, internet browsers in an environment with an enterprise firewall, content filtering, group policies, network printers, and mapping network drives and resources with experience troubleshooting network cable problems.
Must be proficient in the installation, use, and troubleshooting latest version of the Microsoft Windows, MS Office and Office 365.
Must be skilled at working with customers over the telephone to diagnose and resolve problems.
Ability to establish and maintain effective, professional working relationships with Information Technology staff as well as other division employees and customers.
Experience supporting remote virtual desktops and remote application access in a network environment is desirable. Experience with Citrix Receiver and PVS preferred.
Ability to support customers with a variety of needs, and a range of skill levels.
Desirable to have experience in maintenance of Apple devices and operating system.
Ability to work independently, or as part of a team.
Ability to communicate effectively both orally and in writing with technical and non-technical team members and users.
Ability to prepare technical reports, memorandums, and documentation from raw data.
Ability to develop and follow complex oral and written instructions.
Ability to stay abreast of and analyze advancements and trends in the information technology industry, and to make recommendations for changes and improvements to systems and architecture when advisable.
Ability to respond to emergency situations efficiently and effectively.
Ability to identify trends and propose changes to resolve existing issues and prevent future problems.
Must have excellent listening skills.
Must be personable and have a customer centric attitude.
Ability to verbally communicate via telephone.
Visual acuity and perception required for operating a motor vehicle and working with computer hardware and software.
Ability to stoop, kneel, bend, and reach when working with electronic equipment, and to lift fifty (50) pounds unassisted.
Ability to grasp, hold, and manipulate tools and electronic parts.
Ability to climb a ladder while carrying twenty-five (25) pounds unassisted.

Performance Responsibilities

Conducts proactive outreach with school and department staff to identify training needs, recurring issues, and opportunities to improve user proficiency.
Provides group and one-to-one training sessions on Microsoft Windows, MS Office, Office 365, and other instructional or operational applications.
Performs routine preventative maintenance on workstations, software, and connected equipment to reduce the occurrence of technical issues.
Monitors technological trends and frequently occurring issues; recommends preventive measures to reduce ticket volume and improve user experience.
Supports users through in-person and remote sessions, helping them build confidence and independence in operating technology tools.
Assesses user requests to determine whether proactive changes or training can prevent future issues; develops instructional materials, guides, and best-practice resources.
Collaborates with IT teams to communicate identified patterns, training needs, and system enhancements that support proactive service delivery.
Provides first-line support by answering IT support calls as needed, with emphasis on resolving root causes and coaching users rather than solely resolving tickets.
Performs workstation repairs, resolves hardware/software/network issues, modifies configurations, replaces faulty components, and rebuilds systems when necessary.
Offers telephonic troubleshooting of environmental systems, user accounts, badge access, and telephony issues; escalates unresolved issues appropriately.
Coordinates with vendors and other IT staff when needed to support user needs.
Participates in planning, implementation, and testing of new software or services; assists in rollout training and user adoption.
Maintains documentation of proactive engagements, training activities, and identified trends to support continuous improvement.
Recommends user training programs, equipment updates, and process changes to management.
Attends training, conferences, and professional development to stay current with relevant technologies.
Maintains hardware certifications as determined by supervisor.
Works collaboratively with IT and other school division staff.
Performs other duties as assigned.

Position Type: Non-Exempt

Reports to: Technology Services and Training Supervisor

Terms of Employment: Twelve months a year. Salary according to School Board Pay Plan.

Evaluation: Performance on this job will be evaluated in accordance with School Board policy and administrative regulations on evaluation of non-licensed personnel.

Revised: 4/27/2026