Lead Technology Support Analyst

• Directs and oversees the daily operations, work direction, and task assignments of TSAs across assigned schools and departments to ensure work requests are resolved in a timely manner
• Provides guidance on complex technical issues, escalated support incidents, and thorough root-cause analyses related to hardware, software, audio-visual (A/V) equipment, and classroom technology
• Monitors staff performance, ensuring accountability for hardware asset and inventory management, and maintaining departmental expectations and deadlines
• Informs school building-level administration and administrative office leadership of technology functions, issues, and trends, and facilitates communication between the technology team, school principals, and central office staff
• Assists assigned schools and departments in determining requirements and needs for computer hardware, software, and peripherals; Consults with supervisors of assigned locations on the deployment of technology assets
• Assists TSAs with unusual or high-level technical situations, ensuring sound professional judgment, and providing professional development or training as needed
• Collaborates with other Lead TSAs  in order to provide consistent expectations across teams
• Participates in the development and implementation of standard operating procedures for all areas of hardware and software support
• Conducts performance evaluations for all team members
• Performs other related duties as assigned

This position has no budgetary responsibility.

This position has no formal policy-setting responsibilities, but may inform supervisors of various technology functions, issues, and trends, as requested.

Prepares reports as requested by supervisor

Utilizes a personal computer, general office equipment, and equipment related to Technology Services

This position has frequent contact with Principals, staff, students, and vendors in order to answer questions, provide information, and resolve problems. Other contacts include supervisors, Division of Technology Services and other Central Office staff, as well as with external vendors.

This position supervises and provides work direction to assigned TSAs.

This position requires independent decision-making when performing essential functions, including providing guidance toTSAs. The supervisor’s guidance is recommended when the concern or question is more complex. 

Must have the ability to sit and stand for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal indoor levels, outdoors and on the telephone; speak in audible tones so that others may understand clearly; physical agility to drive, bend, stoop, sit on the floor, climb stairs, walk and reach overhead. Entails movement and placement of computer peripherals, must be able to lift and/or move up to 50 pounds.  

The employee regularly works in an office or school environment. The noise level will vary, but is typically quiet to moderate. Normal precautions of working around electronic equipment must be exercised at all times.

• Demonstrated ability to communicate effectively, both verbally and in writing, including the ability to convey technical information to non-technical personnel
• Considerable knowledge of computer hardware, software, and peripherals
• Demonstrated ability to analyze, troubleshoot, and resolve typical hardware and software issues independently
• Demonstrated ability to effectively supervise and manage employees

• Education, training or experience sufficient to demonstrate the required knowledge, skills and abilities
• Valid Virginia Driver’s License; This position requires the incumbent to drive. In accordance with Policy 5431, an employee who occupies the position and is assigned a district-owned or leased motor vehicle will be subject to annual driving checks and must maintain acceptable records pursuant to the standards set forth in the policy.