Technology Specialist

SUMMARY

The Westminster Schools is committed to providing the best technology resources and solutions in support of the schools' mission. The IT Services department is responsible for monitoring the technology needs of the school, evaluating new and emerging technologies, and providing resources necessary to enhance communication for all members of the school community. The IT Services department is also responsible for supporting professional development as it pertains to the integration of technology in the classroom while maintaining equipment necessary to support the academic and administrative needs of the school.

The Technology Specialist ensures that the overall technology support, vision, and service level agreements are maintained. He or she reports directly to the Client Services Manager and works closely with other members of the department to deliver the expected strategic benefits to the Westminster Schools.  This position provides efficient and flexible support services with a strong customer service commitment and user satisfaction as the ultimate goal. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Respond to end user requests for technical support; End user defined as Faculty, Staff, Students, and the Parents of Students
• Field incoming help requests from end users via both telephone and email in a courteous manner.
• Troubleshoot and resolve hardware/software issues related to users and services by analyzing user descriptive input and analytical observation
• Perform new system builds, upgrades, configurations, maintenance and tuning
• As part of a team, monitor and respond as needed on a 24/7/365 basis
• Participate in new system design and deployment projects
• Document processes and procedures as developed and/or required, and follow established processes and procedures.
• Research, resolve and respond to complex end user issues within a timely manner as stated in the service level agreement
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Escalate and dispatch problems to support personnel when appropriate via proper escalation procedures as defined in the department’s service level agreements
• Become well versed with common problem inquiries and be able to provide immediate solutions
• Maintains knowledge of existing platforms, services, and new products that support the school enterprise
• Respond to requests through assigned ticketing system, phone, and in person
• Log and update all support related issues in ticketing system
• Diagnose, configure and resolve technical hardware and software incidents
• Research questions using available information resources including collaboration with fellow team members
• Advise users on appropriate action, resolve tickets, and follow-up with customers to ensure their satisfaction
• Stay current with system information, changes and updates
• Perform related duties as assigned.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma required; Bachelor's degree (B. S.) from four-year college or university preferred; two to four years related experience as follows:

• 2+ years of responsibility in customer service, help desk, network support, or desktop support is required
• 2+ years experience and working knowledge of fundamental operations of relevant software, hardware, and other related equipment
• 2+ years minimum experience with Microsoft and Apple desktops/laptops
• Preferred certification in Microsoft and Macintosh integration or comparable skills and experience
• Experience with a ticketing system for request assignment, tracking, escalation, and reporting.
• Excellent customer service orientation and ability to work as a flexible, collaborative, and support team member, while excelling in a fast-paced service environment.
• Intellectual flexibility, technical curiosity, a sense of humor, and the ability to learn independently.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to touch, handle, manipulate, or feel and to talk and hear.  The employee frequently is required to sit and reach with hands and arms.  The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must occasionally lift and/or move up to 60 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually moderate.

COMMENTS 

This is a non-exempt (overtime eligible), full-time, year-round position.  Typical hours are 7:30 am to 4:00 pm, M-F.  Some weekend work and evening work may be required. Westminster is a drug-free, smoke-free campus.