Careers

Position Details

General Summary

The Technical Support Specialist is responsible for providing first-line support on a variety of end-user technology. This entry-level, customer service-oriented position is the primary point of contact for faculty and staff for IT issues.

Essential Functions

• Provide in-room, walk-in, phone, email, and remote support for both adults (faculty, staff, campus residents, and parents) and students in prekindergarten through grade 12
• Provide support for installation, configuration, maintenance, and repair of Windows and Macintosh desktops and laptops; Chromebooks and iPads; classroom audio-visual equipment including projectors, interactive displays, speakers, and amps; printers and copiers; web-streaming equipment; Voice-over-IP phones and analog adapters; and other similar devices
• Assist Infrastructure Administrator and/or Director of Information Technology with troubleshooting and configuring infrastructure such as network switches, copper and fiber ethernet runs, servers, paging equipment, security cameras, access control systems, and other similar items
• Provide software support for Windows, macOS, iOS, ChromeOS, Android, Google Workspace, Canvas, Microsoft Office, and other software as needed
• Prepare and update documentation, inventory, and training materials
• Provide occasional event, on-call, and/or off-hours support
• Other duties as assigned, as needed to support the technology department and operations of the School

Recommended Employment Qualifications

High school diploma or GED required. Ideal candidates will possess an Associates, Bachelors, or higher degree, preferrably in a technical field. Technical certifications, especially CompTIA and Microsoft.

Additional Experience

Ideal candidates will have some or most of the following characteristics and knowledge:

• Prior experience in a technical field, especially in end-user support positions
• Prior experience with a wide variety of hardware and software platforms
• Prior experience with network infrastructure, including Cisco, Aruba, AXIS, Windows Server, Linux, and/or MDM environments
• Prior experience with programming and/or scripting
• Prior experience with project management
• Prior experience with tech support ticketing best practices

Additional Requirements

• A desire to develop new knowledge and skills on a continual basis
• Ability and desire to provide patient, calm, courteous, positive customer service, including for unexpected or last-minute issues and in situations where issues are disruptive to teaching and learning
• Ability to successfully work with and within a culturally and academically diverse student body, staff, and community
• Curiosity about technical subjects, and a desire to figure out how things work and how to make them work better
• Good troubleshooting and problem-solving instincts
• Good verbal and written communication skills, including an ability to summarize complex concepts for audiences who do not have the background to understand the details
• Must be able to comply with background checks, including fingerprints, as required by the agency and / or state regulations
• Self-direction, including the ability to perform all duties with minimal supervision but recognize when to escalate issues
• Willingness to do tasks that, while related to technology, require minimal technical expertise

Working Conditions

Lifting of at least 25 pounds. Other working conditions include climbing stairs, walking around campus, sitting, standing, and significant computer use including extensive close use of a computer monitor. Reaching, grasping. Repetitive tasks. This position is 100% on-site.