Technology Support Specialist

Job Description

Summary:

This individual will be the first point of contact for all IT questions, including any application or hardware support questions or issues. They will analyze and diagnose issues and offer a prompt response and resolution working closely with outside vendors to facilitate repairs according to our contracted service-level agreements. The Technology Support Specialist must deliver outstanding customer service in a timely and efficient manner and have the ability to work a flexible schedule to support evening events.

Responsibilities:

• Provide in-person, email, and phone support for faculty, staff, and students
• Manage daily operations of the Help Desk, managing the ticketing system and providing technical assistance and support for all users. This involves creating and maintaining logs of issues and prioritizing and communicating resolution with users
• Provide instruction and support in the use of classroom peripheral devices, including, but not limited to: projectors, document cameras, and Apple TVs/Chromecasts.
• Create and install standardized images for the deployment, maintenance, and upgrade of devices
  
  

○ Document and follow standard computer setup procedures

○ Assign devices to Mosyle MDM to keep an accurate inventory of school-owned devices, updated with approved apps

• Maintain documentation for user device setup, network, user applications, and software
• Maintain working relationships with all vendors and be up-to-date on system changes and procedures
• Coordinate with external providers, in particular Knowing Technologies, the company supporting our network capabilities
• Troubleshoot other systems as needed for Voice-over-IP (VOIP) phone system, security cameras, etc.
• Learn new techniques to improve IT processes.
• Provide step-by-step end-user training as needed for hardware/software. This may involve writing “how-to” documentation and creating/posting videos
• Assist Knowing Technologies with monitoring and maintaining the school’s computer systems and networks
• Set up tech for meetings and special events, which may happen in the evenings. Provide occasional tech support on weekends/evenings
  
  

Requirements:

• Three or more years of experience supporting multiple users in Mac and Windows environments, including applications and hardware
• College or technical degree in the technology field or a high demonstrable technical aptitude and substantial professional experience that provides equivalent knowledge, skills, and abilities
• Ongoing professional development to ensure that you remain knowledgeable of relevant technology that would benefit the efficient Help Desk and tech support operations
• Demonstrated hands-on experience in current technologies, including state-of-the-art hardware and software capabilities
• Strong understanding of Mosyle MDM System and managing macOS, iOS, Windows, and Chromebook operating systems
• Proven experience troubleshooting and fully resolving all technical issues by identifying and implementing solutions, or escalation of issues to next-level support
• Understanding of best practices in technology support in a school environment:
  
  

○ Customer service focus and demonstrated excellence

○ Simultaneous detail-orientation while having the ability to see the “big picture”

• macOS and Windows 10 troubleshooting and support
• Knowledge of wired and wireless networking basics
• Google Workspace for Education administration
• Microsoft Office/Google Workspace for Education
• Ticket management
• Asset tracking
• Able to complete projects efficiently and independently
• Excellent communication skills, both written and verbal
• Excellent organizational and time management skills
• Is seen as a team player
• Ability to interact with people in person, via telephone, and other communication technologies
• Ability to manage competing priorities with professionalism
• Exceptional customer service skills
• Familiarity with cybersecurity best practices
• Proficiency in Google Workspace is preferred