The support person in this role is responsible for working independently as well as collaboratively to troubleshoot and resolve/repair hardware, software, and A/V related issues. This person will provide basic support for students, faculty, staff, and administration. This person should also be familiar with cloud-based services and solutions (e.g. Google Suite, Canvas, Office365). Special projects are assigned as necessary, and could include maintenance of related documentation and asset tracking/management, as well as occasional participation in school events after hours to provide tech support. This position includes the ability for the technician to gather and analyze information about the users issue and determine the best way to resolve their problem. A Level 1 position may also provide support for identified issues that are beyond level 1 where configuration solutions have already been documented.
Essential Duties and Responsibilities include the following. Other duties may be assigned as deemed appropriate by the School.
Able to respond quickly to requests; able to adjust priorities as needed.
Warm, approachable, patient manner – reflecting the qualities of our teachers.
Provide excellent customer service by communicating with faculty/staff/students kindly and effectively.
Research and assist with the implementation of innovative ways to improve technical productivity and support.
Regularly performs computer or laptop system analysis according to accepted industry best practices and arranges for the repair, installation, upgrade, or further system troubleshooting, and/or network account administration as necessary.
Closely monitors and follow-ups on open and/or pending issues from the Help Desk and delegates appropriate issues to student interns/techs or other members of the technology department.
Meets routinely with team members to discuss trends in issues, suggesting proactive solutions and improvements to existing processes.
Participate in special projects to completion as assigned.
Assists in maintaining an accurate and up to date school-wide asset inventory using the School’s inventory and ticket management system.
According to the school’s established standard operating procedures, configures, installs, and fine tunes existing and new computer equipment and peripherals.
Configures, installs and customizes a variety of desktop software and/or services utilized by the faculty and staff of the school according to established best practices and the school’s standards.
Education and/or Experience
Bachelor's degree (B. A.) from four-year college or university, plus a minimum of 2-3 years of help desk style support experience. Experience working in an educational setting is highly desired. A+ and/or Network+ certification are desirable.
Knowledge of device imaging technologies is highly desirable.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of Database software; Design software; Development software; Internet software; Spreadsheet software and Word Processing software.
Must be able to pass a Jessica Lunsford Level II background check
Must be able to pass a drug test.
Must be able to work around children.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to climb or balance. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderately noisy.