Technology Support Specialist

Job Details

Position Summary

Position Purpose: The Technology Support Specialist provides hardware and software support to students, staff, and faculty on campus. This includes software, hardware, and operational support to ensure minimal downtime and the greatest productivity.

Specific Expectations for Technology Staff: In addition to duties and essential job functions listed in job descriptions, the following responsibilities are expected of all employees in the Technology department:

• Attend weekly department meetings.

• Maintain excellent timecard management.

• Be able to travel safely and comfortably across 64-acre campus.

• Be able to view and operate a computer and related technology and equipment at least 90% of working time.

• Actively participate in the school-wide accreditation process and technology strategic initiatives.

• Stay abreast of technology trends and best practices.

• Professional development as required by your supervisor, work beyond your regular hours when required and approved by your supervisor, and attendance of, or participation in, mandatory meetings and/or events as directed by your supervisor.

• All employees will be paid appropriately and according to current law. If staff are required to work outside of regular work schedule, permission to work outside of the regular work schedule is required; non-exempt employees will receive overtime pay, as eligible.

Essential Functions

• Providing help desk / technical assistance and support for all technology users for client hardware and software issues at the support centers on the SHS campus. This involves creating and maintaining logs of issues, prioritizing them, and communicating resolution with users.

• Providing end-user training as needed for hardware/software/network technologies. This may involve writing “how-to” documentation and videos.

• Fully resolving all technical issues by identifying and implementing solutions.

• Managing onboarding, offboarding, and change requests for employee lifecycle including new account creation, computer setup, workstation setup, new hire orientation, etc. Identifying when system problems require larger-scale resolution, such as manufacturer training, product replacement, or upgrade

• Tracking inventory and maintaining inventory in good working condition.

• Being proactive in terms of interacting with faculty and staff on an individual level to discover, diagnose, and troubleshoot issues

• Installing new software and maintaining licensing compliance.

• Software and hardware testing.

• Troubleshooting and Implementing solutions for client systems via SHS back-end system platforms including Active Directory Console, Sophos Central Manage, Cisco Prime Infrastructure, and Cisco Unified Connection, etc.

• Update support ticket statuses in the campus helpdesk application.

• Assisting with coordination and setup of various AV meetings and events throughout the campus.

Qualifications

• Minimum of three years of experience supporting multiple users in a Windows and/or Mac environment.

• College or technical degree in the technology field or a high demonstrable technical aptitude and substantial professional experience that provides the equivalent knowledge, skills, and abilities.

• A minimum of A+ certification. Additional certifications are a plus.

• A minimum of three years of experience supporting Windows and Mac OS, applications, and hardware. Chromebook experience is a plus.

• Demonstrated experience in current technologies including state-of-the-art hardware and software capabilities.

• Clear commitment to the educational philosophy of the school as articulated in the Goals and Criteria of a Sacred Heart Education and professional behavior based upon these policies.

• Ability to provide inspirational support, advocacy, and technology assistance to faculty and students.

• Ability to diagnose and solve a wide range of problems with various operating systems, hardware, and applications efficiently and effectively.

• Strong organizational skills; ability to manage interrupt-driven workload. Demonstrated ability to focus on the task at hand and excellent attention to detail.

• Strong understanding of the Windows and Mac operating systems.

• Demonstrated time management skills; ability to prioritize support requests, work on multiple tasks with minimal supervision, and escalate support requests as necessary to ensure that all support requests are resolved within acceptable time frames.

• Effective, polite, and eager communicator, both written and verbal. Calmness and rationality with a bias towards customer service. Ability to project a professional demeanor at all times and under pressure and to assess which people need more immediate assistance and act accordingly

• Team player and ability to work well with a diverse group of students and colleagues; willing to be an active, enthusiastic member of the SHS community. Commitment to equity and inclusion.

• Demonstrated excellent attendance and punctuality.

Physical Requirements and Work Environment

• Regularly crawl under or around furniture to install computer equipment

• Must be able to comfortably and safely climb ladders and reach to install computer wiring and perform other tasks, bend, pull, reach, kneel, stoop, and see for near and far work.

• Exposed to a combination of normal office-type environments, outdoors, and shop environments

• Must be able to lift at least 25 pounds unassisted, travel comfortably across the 64-acre campus, view a computer screen, and type on a computer keyboard at least 90% of work time.

$33.65 - $43.27/hour

Salary: Please note that if there is a salary estimate listed for this position, it is being automatically generated from the career website and may not be an accurate reflection on the salary for this position. However, we offer competitive compensation based on years of experience and skills level. This position offers health and welfare benefits subject to plan parameters, including medical, dental, vision, Life & LTD, 403(b) retirement plan and more.

To apply, visit https://apptrkr.com/5088047

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