Technical Support Specialist

Key relationships: Reports to the director of  technology infrastructure and planning, while working closely with the help desk support specialist, edtech team, facilities, faculty, staff and students.

William Penn Charter School is a Quaker, all gender, pre-K-12 independent, day school in the East Falls neighborhood of Philadelphia. Established in 1689 by William Penn and members of the Religious Society of Friends, Penn Charter is a community guided by Quaker testimonies and the central belief that there is "that of God" in every person. A school community that honors difference, Penn Charter seeks to be a place where diversity is understood, represented and valued. Our curriculum embraces a plurality of cultures and celebrates an array of voices, instilling in us a deeper understanding and empathy for individuals in this community and the world.

As our mission states, we value scholarship and inquiry. With excellence as our standard, we challenge students in a vigorous program of academics, arts and athletics. Through global connections, civic engagement and a focus on environmental sustainability, we inspire students to be thinkers, collaborators, innovators and leaders. We educate students to live lives that make a difference.

Position Summary

The William Penn Charter School is seeking a skilled and enthusiastic Technical Support Specialist to join our technology team. In this role, you will provide technical support and assistance to faculty, staff and students. The Technical Support Specialist provides end-user support and troubleshooting on new and existing laptops, desktops and classroom technology. The Support Specialist role is aligned to the technology team’s support structure including training, system documentation and systems testing and implementation.

Core responsibilities:

• Technical support and troubleshooting assistance for primarily Apple devices as well as Windows and classroom technology
• Utilize Jamf Pro, Apple Configurator, and iPad deployment techniques to manage the existing and growing inventory of MacOS and IOS devices
• Maintain accurate inventory of computers and ipads
• Install, configure, and maintain macOS operating systems and software applications in academic and administrative environments
• Assist with the setup and deployment of new Mac computers and devices
• Implement, support and maintain classroom technology setups and systems
• Determine the source and nature of computer malfunctions using diagnostic software. Provide repair to in-warranty and out of warranty Apple computers
• Conduct research, create documentation, and design solutions as necessary
• Stay informed about emerging technologies, trends, and best practices in K-12 education and educational technology
• Setup and install computers, monitors and peripherals; relocate existing equipment as necessary to support faculty, staff and administration
• Provide “Apple genius” level of service
• Provide training to faculty and staff in the proper use of macOS systems and applications
• Perform other duties as assigned by the director of technology infrastructure or their designee
• Provide support on weekends and holidays as needed
• There are also opportunities for student facing work such as teaching a computer science related course or supporting Robotics or STEAM related student clubs. 

Required Knowledge and Skills:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred. Equivalent experience in the area of technical support for macOS devices may be considered in lieu of a degree.
• Previous experience providing technical support for Macintosh computers and macOS is required. A minimum of 3 years of experience providing technical support for macOS devices in education or similar environments is preferred
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders
• A proactive and customer-focused approach to support, with a commitment to delivering outstanding service
• Ability to work independently and collaboratively in a fast-paced environment
• Strong knowledge of MacOS, Windows, ChromeOS and IOS required
• Experience working in a school environment a plus

Certification in one or more of the following is highly desired:

• Jamf Pro Training
• Apple Certified Support Professional (ACSP)
• Apple Certified Macintosh Technician (ACMT)
• Apple Certified Technical Coordinator (ACTC)
• Apple Certified System Administrator (ACSA)

Physical requirements and Work Environment:

• Frequently lift up to 50lbs
• Climb ladders
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions