IT Bench Technician

IT Bench Technician

Position Summary:

The IT Bench Technician supports district technology infrastructure by ensuring devices are deployed, repaired, tracked, and supported efficiently. Through responsive customer service, effective inventory management, technical troubleshooting, and adherence to operational procedures, the position helps maintain reliable technology systems that support teaching, learning, and district operations.

Essential Duties:

Great Teaching & Learning (Instructional Infrastructure):

Focus: Ensuring staff have reliable technology resources to support teaching, learning, and district operations.

• Image, configure, and prepare new and replacement devices for deployment to district staff.
• Prioritize and process devices returned from external repair vendors to ensure timely return to service.
• Ensure all devices meet district technology standards before deployment.
• Perform limited hardware repairs to minimize downtime and maintain device availability.
• Assist district staff with troubleshooting and resolving device-related issues.
• Support district-wide technology operations through Helpdesk and technical support services.
• Facilitate timely reintegration of repaired devices into instructional and operational environments.

Great People (Talent Management):

Focus: Delivering responsive customer service and supporting staff technology needs.

• Provide front counter support for district staff, including device drop-offs, pickups, troubleshooting, and technical assistance.
• Assist staff through phone, ticketing, and in-person support channels.
• Respond professionally and efficiently during periods of high customer demand.
• Provide customer-focused technical support that promotes positive user experiences.
• Collaborate with district employees to identify and resolve technology issues impacting productivity.

Great Culture (System Leaders):

Focus: Promoting collaboration, service excellence, and teamwork.

• Work collaboratively with IT Client Services staff to maintain efficient and effective operations.
• Foster positive working relationships with district employees, vendors, warehouse personnel, and technology team members.
• Demonstrate professionalism and responsiveness while serving staff and supporting district technology initiatives.
• Support a culture of service, accountability, and continuous improvement within IT operations.
• Contribute to team success by assisting during periods of increased workload and district-wide technology incidents.

Great Systems (Support & Accountability):

Focus: Maintaining operational efficiency, inventory accuracy, compliance, and service reliability.

Device Imaging & Hardware Support

• Retrieve devices from storage and follow established imaging, configuration, and deployment procedures.
• Perform approved hardware repairs, including fan, LCD, charging port, and battery replacements.
• Coordinate repair referrals for issues outside the approved repair scope.

Inventory & Warehouse Management

• Receive, inspect, and process technology deliveries.
• Verify shipments against packing slips and purchase orders.
• Transport and organize inventory within designated storage areas.
• Utilize pallet jacks and coordinate forklift assistance when necessary.
• Lift, move, inspect, count, and distribute technology equipment and supplies.

Damaged Item Management

• Inspect delivered items for visible and concealed damage.
• Document discrepancies, damages, and functionality issues.
• Initiate return, replacement, and resolution processes as required.
• Maintain accurate records of damaged goods and vendor communications.
• Scan and maintain invoices, packing slips, and related documentation in designated electronic repositories.

Helpdesk Operations & Documentation

• Assist with Helpdesk call volume and ticket management during peak demand periods.
• Provide support during district-wide technology incidents and service disruptions.
• Accurately document incidents, service requests, repairs, and resolutions within the district ticketing system.

Compliance & Operational Procedures

• Adhere to IT Client Services policies, procedures, operational standards, and safety guidelines.
• Maintain accurate inventory, service, and support documentation.
• Perform other related duties as assigned by the Supervisor or appropriate administrator.

Minimum Qualifications (Knowledge, Skills and/or Abilities):

• High school diploma or equivalent required.
• One (1) to three (3) years of experience in an IT support, bench technician, Helpdesk, or client services role.
• Working knowledge of computer hardware, software, operating systems, and basic networking concepts.
• Experience with device imaging, deployment, inventory management, and basic hardware troubleshooting.
• Experience using ticketing systems and technology asset management processes.
• Proficiency with Microsoft Office applications, Windows 10/11, macOS, Chrome, and Firefox.
• Strong customer service and interpersonal skills.
• Ability to communicate effectively with both technical and non-technical users.
• Ability to follow written procedures and work independently with minimal supervision.
• Strong organizational skills, attention to detail, and ability to prioritize competing requests.
• Ability to maintain accurate records, inventory documentation, and service records.
• Ability to remain calm, professional, and effective while managing multiple priorities and customer requests.
• Physical ability to stand, walk, bend, lift, and move technology equipment and supplies as required.
• Ability to establish and maintain effective working relationships within a diverse educational community.

*Relevant experience may be substituted for formal education at a 2:1 ratio.  Therefore for every 1 year of college lacking, 2 years of directly relevant experience may be substituted.

Preferred Qualifications (Knowledge, Skills and/or Abilities):

• Experience with iOS devices, Chromebooks, and Mobile Device Management (MDM) systems.
• Familiarity with Active Directory, network printing, and user account management.
• Experience receiving, inspecting, tracking, and managing technology inventory.
• Experience supporting technology in a K�12 educational environment.
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Physical/Mental Requirements:   

• Must have adequate manual dexterity to write legibly and perform required duties on the computer.
• Must have adequate visual acuity to read, interpret and transcribe written material and other required duties.
• Requires normal range of hearing and clear speaking abilities to interact appropriately with others in person and on the telephone.
• Physical agility, able to bend, stoop, sit on the floor, walk, reach and climb stairs.
• Requires some stooping, bending, stretching and occasional lifting not to exceed 25 pounds.
• Sitting for prolonged periods of time.
• May periodically require work outside of normal business hours, including weekends, under sometimes. stressful conditions in order to meet business needs and strict deadlines.

 Work Environment:  

• Office duties will be performed in a well-lighted, climate controlled environment.   

Reports To: IT Client Services Supervisor

FSLA Status: Non-Exempt

Compensation: 809

Work Days:      242

FTE: 100

This job description is not intended to be all inclusive. The employee will also perform other reasonably related business duties as assigned by the supervisor or appropriate administrator.  Oklahoma City Public Schools reserves the right to, update, revise or change job duties as the need prevails. This document is for communication only and not intended to imply a written or implied contract of employment. The Board of Education and Superintendent may approve alternatives to the listed qualifications.