Student and Staff Tech Support Specialist - Must ...

Position Type: Technology/Network Specialist Date Posted: 10/31/2024 Location: Virtual Student and Staff Tech Support Specialist Position Purpose The Student and Staff Tech Support Specialist walks parents, students, and staff through the various technical issues that arise in our unique online learning environment. Essential Functions Provide technical support to students and staff via multiple modalities. Troubleshoot hardware, software, and connectivity issues for Chromebooks, Macbooks, hotspots, and iPads. Troubleshoot tech issues on our various platforms and curriculum. Document technical issues and their resolutions. Educate students and staff on basic troubleshooting techniques and best practices for using technology effectively. Additional Duties Performs other related tasks as assigned by the Superintendent, Director of Technology and other administrators as designated by the Superintendent or Director of Technology. Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility. Equipment Uses standard office equipment such as personal computers, printer, copy machine, and telephone. Travel Requirements Occasional travel to all of our student centers is required. Occasional travel across the state for all-staff meetings and administrator meetings is required. Knowledge, Skills, and Abilities Knowledge: Educational Technology: Understanding of educational technology platforms, tools, and best practices for online learning, including learning management systems (LMS), virtual classrooms, and instructional design principles. Information Technology Infrastructure: Knowledge of hardware, software, networks, servers, and cloud computing technologies, as well as experience in designing, implementing, and managing complex technological infrastructures. Skills: Communication: Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and understandable manner to diverse audiences, including administrators, faculty, students, parents, and external partners. Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify technology-related challenges, develop innovative solutions, and implement effective strategies to address them in a timely manner. Collaboration: Demonstrated ability to collaborate effectively with cross-functional teams, including instructional designers, educators, IT staff, and external vendors, to integrate technology into the curriculum and support organizational objectives. Abilities: Adaptability: Flexibility and adaptability to thrive in a fast-paced, dynamic environment, with the ability to quickly respond to changing priorities, emerging technologies, and evolving needs of students and stakeholders. Ethical Decision-Making: High ethical standards and integrity, with the ability to make sound and ethical decisions in accordance with professional codes of conduct and legal requirements related to technology and data management. Continuous Learning: Commitment to lifelong learning and professional development, with the ability to stay abreast of emerging technologies, best practices, and trends in educational technology and information technology. Customer Focus: Strong customer orientation with a focus on delivering high-quality technology services and support to internal and external stakeholders, as well as responsiveness to their needs, feedback, and concerns. Physical and Mental Demands, Work Hazards The Technical Systems Administrator works primarily from their home office. The work environment is often controlled and quiet, but may include moderate to loud noise. The work environment may include exposure to unpleasant interior temperatures, dirt, communicable diseases, and distraught or difficult individuals. The work requires regular focus on a computer screen and precise control of fingers and hand movements. Bending, stooping, kneeling and lifting up to 20 pounds may also be required on occasion. Note: Also see the Summary of Physical, Sensory and Environmental Requirements Needed to Perform Essential Job Duties for this position. Qualifications Profile: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. Prior experience in technical support or helpdesk role in an educational setting preferred. Strong knowledge of: Google Workspace environment. Computer hardware, and operating systems (MacOS, ChromeOS) [Preferred] Software applications commonly used in K-12 education. (Canvas, Seculry, Classlink, Student Information Systems, ParentSquare, SchoolMint, Acellus, Zoom, and others.) Excellent communication skills, with the ability to convey technical information clearly and concisely to users of varying technical proficiency. Familiarity with Google Workspace. Ability to work independently and prioritize tasks in a fast-paced, remote work environment. Comfortable supporting students, learning coaches, and staff navigating tech challenges, particularly during stressful situations. Additional Requirements Ability to work independently and as part of a team. Strong attention to detail and accuracy. Ability to adapt to changing technologies and environments. Excellent customer service orientation. FSLA Status: Non-Exempt

Created: 2024-11-04