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Support Services Technician

The Blake School, MN
Job Level
Entry-level position
Post Date
07/24/2016
Job Category
Technician
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk
Link to Job Posting

Job Description:

Position Overview:

The Blake School seeks a technically savvy Support Service Technician to join our Apple 1:1 laptop program. The ideal candidate will have experience installing, diagnosing and repairing computer hardware, software, network, A/V, and peripheral equipment, have experience with Google Apps, have the ability to communicate effectively with students and colleagues and enjoy working in a collaborative school environment. The position reports to the Technical Services Operations Manager and will work collaboratively with all other constituents in the school community (faculty, staff, students and parents).

 

Essential Functions and Responsibilities:

  • Support and repair of Apple laptops in coordination with other technicians. Manage parts ordering, delivery and return.

  • Provide support in a cross-platform environment consisting of Apple laptops, desktops, iOS, Windows PC, and peripheral equipment.

  • Provide support for Mac OS 10 and software applications such as Google Apps, Office, and Canvas.

  • Act as primary liaison in supporting teachers, students, and parents with technology related issues.

  • Provide support for the installation and maintenance of software, hardware and image updates.

  • Coordinate technology support services with staff such as second level support such as network support, instructional support, repairs, purchasing and information management.

  • Provide training and assistance to system users concerning computer operations, software applications and malfunctions.

  • Communicate with various personnel to coordinate activities, exchange information and resolve issues and concerns.

  • Help maintain an inventory of mobile devices, interactive technologies, and peripheral equipment using the asset management database.

  • Develop and maintain training materials and systems protocols in our Support @Blake knowledge base.

  • Provide support for inservices, workshops, and orientations.

  • Research and evaluate new technologies and software and stay abreast of emerging trends.

  • Ability to obtain an Apple Certified Macintosh Technician (ACMT) Certification, in the three months of hire, is required.

  • Ability to obtain an Google Apps Certified Trainer Individual Qualified Status, in the first six months of hire, is required.

  • Provide first level support for VOIP telephony and voicemail system.

  • Other duties as assigned.

Experience and Skills

Minimum Qualifications:

 

Required:

  • Minimum of three years of related technology experience or equivalent experience.

  • Broad based experience with Apple OS X and iOS (Windows experience helpful).

  • Excellent troubleshooting skills with Mac problems, both hardware and software, using diagnostic tools.

  • Excellent troubleshooting skills with basic network, software, printing problems.

  • Exceptional customer service orientation with a passion for working with secondary school students, faculty, and staff.

  • Ability to manage multiple concurrent projects.

  • Good written and oral communication, interpersonal, organizational and problem solving skills are required.

  • Ability to present ideas in a business friendly and user friendly language to students and employees.

  • Demonstrated aptitude and enthusiasm for learning new technologies.

  • Ability to schedule own time .

  • Ability to work overtime during certain busy periods.

  • Reliable transportation between campuses.

  • Ability to lift up to 50 pounds.

 

Preferred:

  • Apple Certified Macintosh Technician (ACMT) Certification

  • Experience with Google Apps for Ed

  • Experience with cloud-based customer service systems such as Zendesk

  • Experience with cloud-based asset management systems such as SAManage

  • Experience with learning management software such as Canvas

  • Experience with mobile device management solutions such as FileWave

  • Experience working with students

 

Working Conditions:

  • General indoor school environment.

  • Work may require standing and walking for up to 20% of the time.

  • Working environment does not generally include hazardous or unpleasant conditions caused by excessive noise, dust, etc.

 

Essential Physical Requirements:

  • Ability to lift up to 50 pounds.