Technology Support Specialist

The Francis Xavier Warde School

The Technical Support Specialist is responsible for providing support to students, faculty and staff throughout a three-campus enterprise IT environment. This position works closely with the Technical Support Coordinator and Director of Information Technology to ensure that all IT systems aid in fulfilling FXWs mission. This position requires excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude. This person works closely with others in the department, ensuring that procedures adhere to established school policies and enterprise best-practices (ITIL).

He/she aids in training staff and supporting technology integration school wide. The Technical Support Specialist must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience. Strong customer service skills while working in a hectic environment with a heightened (but calm) sense of urgency and resolve is a must. The candidate is also expected to be sensitive to the various needs and abilities of users. In addition, the successful candidate should have a sense of calling to support the FXW mission, a desire to work in education and a strong technical understanding of enterprise hardware, applications and networked systems. This position requires moderate lifting and the ability to transport computer hardware up/down stairs and between campuses.

Essential Job Duties and Responsibilities

  • Provides tier 1 Help Desk support for all students, faculty and staff using Office 365, Windows laptops, iPads, Microsoft Office Suite, Google Apps, Veracross, Canvas, A/V and various proprietary applications in-person and via phone or email.
  • Ensures timely completion of Help Desk tickets, service request forms and maintenance of ticketing queue in alignment with team service level agreement objectives
  • Assists with the setup, support and breakdown of events involving a/v service requests
  • Maintains classroom and event space networked LCD projectors and wireless screen mirroring devices
  • Support end users as an application subject matter expert by responding to questions about application configuration, capabilities, and functionality.
  • Manages digital signage systems
  • Assists with the management of user accounts within Active Directory, Office 365, Google Apps, etc
  • Assists in the maintenance of hardware inventory including performing periodic audits
  • Configure and support desktop PCs, laptops, iPads and Chromebooks
  • Assists in the maintenance of the mobile device management system for iOS and Windows devices
  • Supports VoIP telephone system end user issues such as moving extensions and voicemail configuration
  • Troubleshoot wired and wireless network connectivity issues school wide
  • Maintains multifunction copiers campus wide including ensuring toner stock levels, and coordinating service calls
  • Helps to develop and maintain documentation for procedures and troubleshooting
  • Coordinates and delivers end user training workshops as needed
  • Assists the System Administrator with maintaining hardware and software inventory.
  • Assisting with hardware deployment and management for faculty, staff and students
  • Assists the Systems Administrator with network administration, security, maintenance and support
  • Other duties and projects as assigned or needed

Education Experience

  • Bachelors Degree (or higher) in IT-related field and/or one of the following certifications (or higher): MCSE, CCNA, MCP, A+, Network+
  • 1+ years of work experience in enterprise networked systems support and end user support on Microsoft Windows and Office applications
  • Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems required.
  • Experience troubleshooting all hardware issues and standard desktop applications

Additional Job Requirements

  • Employee must be able to support philosophy and mission of the School Board and Head of School
  • Works well in a highly collaborative environment; is humble, respectful of others, and a good communicator
  • Delivers high quality and accurate results; displays a high level of ownership; can be counted on to deliver on commitments
  • Highly effective and disciplined in achieving goals; shows initiative and good judgment
  • Comfortable with ambiguity and change; able to set priorities in a changing environment; flexible and open to new ideas
  • Willing to speak your mind and make tough decisions; passionate about our work and our mission
  • Committed to personal growth, as well as to helping your colleagues and the organization improve
  • Strong customer service skills
  • Ability to maintain confidential and sensitive School information
  • Flexibility to multi-task in a highly active work environment
  • Vision to see the larger picture for a project and work towards achieving the goals
  • Exhibits utmost professionalism supporting students, faculty, administrators, staff and parents.

Physical Demands and Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • While performing the responsibilities the employee is required to talk and hear.
  • The employee is often required to sit for long periods of time.
  • Continual and/or intermittent walking for up to 15 minutes at a time may be required. The employee is required to stand, walk, and reach with arms and hands.
  • The employee may be required to lift up to 10-20 pounds and up to 50 pounds on occasion
  • The noise level in the work environment is usually moderate to loud
  • Hours of work may vary Sunday through Saturday and are structured in eight (8) hour blocks of time, but they may be subject to include evenings and weekends as required for the departments or Schools needs.

Please email HR@FXW.org with any questions.

To apply for this job please visit www.paycomonline.net.