Technology Support Specialist

Description

Stargate School is seeking a motivated and enthusiastic individual wanting to provide technical support for school technology to our staff members. Responsibilities installation and maintenance of computers and desk side support of staff with technology questions and needs. This includes minor troubleshooting, installation and support of software, training and documentation preparation. Provides on-site training, assistance, and troubleshooting for all aspects of user reported technical problems. Experience in customer support is critical.

This full time, 11 month position, reports to the Network and Systems Administrator.  Starting at $40,000 annually; final offer commensurate with experience and education 

Our Mission Statement: Stargate School will provide a differentiated program designed specifically to meet the needs of identified intellectually gifted learners in order to challenge each student’s academic abilities, support their unique emotional needs, promote individual character development and encourage a life-long love of learning.

Our Vision Statement: Stargate community will be a leader and innovator in intellectually gifted education by providing a learning environment to enhance gifted students’ needs.

Requirements

Summary

Implement, monitor, and support computer technology—including software, hardware, networks, and phones—for teachers, students, parents, and building staff. This role provides essential technical support by installing and maintaining systems in collaboration with information systems personnel to ensure a seamless instructional environment.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Frequency and percentage of time may vary.

1. General troubleshooting of and preliminary diagnosis of hardware and software problems, troubleshoot Tier I device network issues. Escalate and/or resolve local connectivity issues as needed, provide customer support and assist with IT ticket resolution.
2. Process and organize technology items by cataloging, labeling, barcoding, and updating inventory systems.
3. Track fees and repairs for the Chromebook program (Insurance, paid repairs, etc…)
4. Perform installation, maintenance, and support of hardware and software. Follow established procedures and provided timelines for system implementations. Acts as first responder for technical issues in district locations.
5. Perform initial analysis of Chromebook hardware, evaluate damaged devices, and categorize them as warranty, normal wear and tear, and accidental damage or vandalism.
6. Set up new computers for staff, prepare computers for retirement or reuse (i.e. backup user data), set up student chromebooks.  Lead chromebook distribution and/or collection at the start and end of the school year.
7. Assist Network and Systems Administrator with creation of staff users, groups, accounts, printers and devices in active directory.  Assist with student account issues that may arise.
8. Assist Network and Systems Administrator with managing and maintaining print management software (PaperCut MF) including users, groups, accounts, printers and devices. 
9. Perform troubleshooting of building projector and audiovisual equipment including, but not limited to, calibrations, configuration, and maintenance.  Some after hours event support may be needed for set up and/or use.
10. Monitor backups to ensure they are completing correctly and periodically restore files for testing backup reliability.
11. Analyze data to identify trends, discrepancies, patterns, and areas for improvement in the device program. Work with schools and outside vendors to repair and/or retire devices as necessary.
12. Identify and immediately report suspicious system behavior, potential phishing attempts, or physical security concerns to the Network and Systems Administrator.
13. Create and maintain how-to guides for the document library/knowledgebase.  
14. Perform other duties as assigned.

Technical Skills, Knowledge, and Abilities

• Working knowledge of business and educational hardware and software, including use, installation, and maintenance.
• Ability to train users in the functionality of software systems.
• Ability to troubleshoot print quality and equipment function issues.
• Ability to keep up-to-date technically and apply new knowledge to your job. Includes adapting to and mastering new system applications and processes as implemented by the school.
• Ability to engage in effective communication, collaboration, and teamwork with individuals from diverse backgrounds, cultures, and perspectives, while demonstrating respect and appreciation for their differences.
• Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate safety equipment and report unsafe conditions to the appropriate administrator.
• Critical thinking and problem-solving skills.
• Ability to manage multiple tasks with frequent interruptions.
• Ability to make independent decisions.
• Ability to manage multiple priorities.

Education and Related Work Experience

• High School Diploma or equivalent
• 2 or more years experience in customer focused position involving utilizing technical knowledge to troubleshoot technical issues preferred. Minimum of one year of experience with computer hardware/software installation and maintenance or equivalent post-secondary computer coursework may be substituted for the experience requirement.
• Experience working in a K-12 school setting preferred

Material and Equipment Operating Knowledge

• Intermediate operating knowledge of and experience with personal computers, hardware, software and peripherals.
• Knowledge of school specific information technology systems is preferred. 
• Operating knowledge of school information technology systems and any other department specific software and equipment will be required within 2 months and mentorship will be provided 
• Operating knowledge of and experience with typical office equipment, such as telephones, copiers, efax, E-mail, office suites, etc.

Stargate School shall not discriminate in its employment or hiring practices on the basis of race, color, sex, age, religion, creed, citizenship, national origin, ancestry, genetic information, marital status, sexual orientation, gender identity or expression, disability, or any other characteristic prohibited by law. Stargate is committed to cultural diversity among school personnel as a means of enriching the educational experience. Stargate School shall identify, solicit, and consider applicants for employment from a broad spectrum of qualified individuals who will contribute to that effort.