IT Technical Support Specialist

Job Level
Entry-level position
Job Category
Specialist / Associate
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

Job Summary: The technical support specialist provides helpdesk support to students, teachers, and staff. The person in this position is responsible for the configuration, maintenance and support of computer workstations, their peripherals, their software, telephones, projectors, and other audio-visual equipment. The technical support specialist also provides technology support for some school events and performances, some of which occur in the evening.

Essential Responsibilities:

Essential Responsibilities / Duties

  • Primary responsibility for incoming helpdesk support requests for hardware (laptop and desktop computers, printers, projectors, cameras, and other peripherals) and software/systems like Google email and Drive, Microsoft Office, and other classroom applications. Helpdesk workload is balanced with IT Manager.

  • Troubleshooting technical issues as they arise, keeping technical staff and other coworkers informed about progress, noting what work was done and what the final resolution was in shared ticketing system

  • With the IT Manager, enable the Tech Office to provide support coverage before, during, and after the school day (8:00 AM to 3:30 PM) for teachers, administrative staff, and students.

  • In coordination with IT Manager, manage users and groups in Active Directory, Group Policy objects, and other network services.

  • Back up the IT Manager in supporting Windows servers and network

  • Deploy computers and other hardware, applications, and updates as needed

  • Perform or arrange for repair of equipment or recommend replacements when repairs aren’t possible or cost-effective

  • Maintain accurate inventory for hardware and consumables like printer toner

  • Write and/or maintain procedures for tasks like workstation deployment and other documentation

  • Participate in ongoing, self-directed research and study to enhance technical knowledge and skills as well as to evaluate how technologies might be implemented in our school environment.

  • Other duties as assigned

Minimum Requirements:

  • Two or more years of experience in technology support in small or medium sized organizations with Microsoft Windows environments, involving the installation, configuration, and ongoing maintenance of networked PCs, their software, and peripheral equipment

  • High School diploma or GED and one or more years of successful secondary education, or equivalent combination of training and hands-on experience

  • Experience administering and troubleshooting wired Ethernet and wireless networks

  • Excellent written and verbal communication skills

  • Able to lift 40 pounds, to lift and carry equipment and to use a hand truck or cart to move equipment around our multi-building campus.

Preferred Qualifications:

  • Microsoft, CompTIA, VMware, or other relevant technical training and certifications

  • Familiarity with GSuite / Google Apps administration

  • Experience performing Chromebook hardware repair

  • Experience with helpdesk and inventory systems

  • Familiarity working in a school/educational environment

  • Able to communicate in French, spoken and written

Skills relevant to the position:

  • Management: Detail-oriented, organized, analytical, and solution-oriented

  • Communication: Effective written and verbal skills for a professional school environment

  • Collaboration: Team player to build on school goals and able to self-monitor and work independently

  • Work ethic: Commitment to the FAIS mission, core values and guiding principles

  • Development: Commitment to staying current with new technology, school sponsored or individual