IT Support Specialist

SUMMARY:

This full-time, year-round position serves as the first point of contact to support students, teachers and administrators with technology resources, troubleshooting solutions and technology changes in Chromebook, Apple/Mac and PC environments. In all of this work, the goal is to build professional relationships with community members, to ensure that the school’s end-user experience, as well as its overall IT infrastructure, are capable of fulfilling the mission and goals of Charles Wright Academy. In addition to providing individualized technology end-user support, this position contributes to maintaining the facilities management database. The support specialist works very closely with other members of the technology department in order to provide a seamless and integrated technology experience.

ESSENTIAL FUNCTIONS:

The following are applicable in Chrome/iOS/Mac and PC environments:

• Troubleshoot problems with school technology systems, including hardware, software, email, network and peripheral equipment problems

• Monitor the Help Desk and manage assigned tickets in person, remotely, by email, or by phone

• Support students, teachers and administrators use of school technology resources from a technical standpoint

• Administrator of the facilities management system. Manage equipment, inventory, users, and technology. Assist with schedule requests and AV setup for events.

• Deploy workstations for all new hire staff and faculty

• Perform regular maintenance and repair of all equipment

• Install software and system upgrades on all computers

• Maintain an effective relationship with companies and vendors and coordinate with their support teams for resolving issues or scheduling repair work orders

• Assist with maintenance and upkeep of entire network hardware and cabling, assist with urgent response to outages or network failures occurring during and outside the typical work day

• Order and track technology related supplies

• Set up presentation equipment for special events and assemblies

• Assist department with testing and evaluating new technologies, evaluate and research software for classroom use or software trial software

• Organize recycling of all damaged and retired electronic equipment

• Manage and utilize help desk systems and workflows to document and track customer service. Manage assigned tickets in person, remotely, by email, or by phone.

• Attend and participate in technology department and community meetings.

• Collaborate, brainstorm and share best practices within the department and community.

• Engage in professional development that supports school, department and personal goals.

• Take initiative to make things better; document and communicate changes to the team and community.

• Maintain up-to-date inventory information on all hardware as well as licensing information on software and subscriptions.

• Provide backup support to departmental staff as required.

Charles Wright offers a generous benefits package including medical/dental/vision, life and long-term disability, paid-time off and participation in a retirement plan, including an employer contribution once you meet eligibility, as well as partial tuition remission.

Requirements

REQUIRED QUALIFICATIONS:

• Prior experience in technology support role, preferably in an academic environment.

• Associates degree required.

• Wired and wireless networking experience.

• Experience with mobile device management.

• Self-motivated with an ability to work well in a team and independently.

• Strong written and oral communication skills.

• Strong and flexible interpersonal and customer service skills with comfort working with adults and children of different technical skill levels.

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures, understanding when appropriate to leverage others for assistance.

• Ability to prioritize and manage multiple projects and deadlines, multi-tasking in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• Familiarity with Google Workspace for Education and education information systems (Veracross, Blackbaud).

• Bachelor’s degree.

• Knowledge of trends in technology, educational technology, and customer service.

PHYSICAL REQUIREMENTS:

• Must be able to remain in a stationary position 50% of the time.

• Constantly operates a computer and other office equipment.

• Frequently positions self to maintain computers in the school, including under the desks and in the server room.

• Frequently moves technology equipment weighing up to 30 pounds across any of the 10 campus buildings for various classrooms and event needs. This must be performed in all weather conditions, adjusting to protect equipment.

• Occasionally ascends/descends stairs or a ladder to service classroom projectors, wireless access points, and similar equipment overhead.

All Charles Wright employees must be fully vaccinated against COVID-19 by the first day of work in accordance with the State’s mandate. Additionally, the school requires all student-facing employees to be fully boosted. Proof of MMR vaccination or a titer test is also required. Accommodations due to medical or religious reasons may be requested for the COVID-19 vaccination and will follow the school’s policy and the iterative process.

Employment is contingent on the successful completion of a national background screening and fingerprinting process. Charles Wright Academy is an Equal Opportunity Employer: M/F/V/D.