Technology Support

Description:

Non-Exempt, Hourly Non-Instructional Faculty
Monday – Friday, regular work hours 8 AM – 4 PM (12 months)
Reports to: Instructional Technology Coordinator

School Profile:
The Howard School educates students with language-based learning disabilities and learning differences through instruction designed to complement and address each student’s individual needs, and to help each student understand and advocate for his or her own learning process. The curriculum focuses on depth of understanding to make learning meaningful and therefore, maximize educational success.

Position Purpose:
The Technology Support works closely with Instructional Technology Coordinator and Network Administrator to maintain the computer networks of The Howard School, providing technical support and ensuring the whole school runs smoothly. Technology Support monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems. Moreover, Technology Support needs to talk to customers (i.e., faculty, staff, students, etc.) directly, as well as create written documentation, requiring excellent written and verbal communication.

Essential Job Duties/Responsibilities:

• Coordinate with Instructional Technology Coordinator and Network Administrator for day-to-day operations

• Managing multiple tickets from Freshdesk at one time

• Troubleshooting technical issues

• Diagnosing and repairing faults

• Speaking to students/faculty/staff to quickly get to the root of their problem

• Providing timely and accurate customer feedback

• Resolving network issues

• Installing and configuring hardware and software

• Supporting the roll-out of new applications

• Support school events with technology set up (i.e., microphones, projectors, etc.)

• Providing support in the form of procedural documentation

• Create and support staff and student technology accounts

• Maintain and update all hardware inventories as needed

• Coordinating service and repair with outside vendors

• Testing and evaluating new technologies

• Identifying hardware and software solutions

• Maintain and respect confidentiality of student and school personnel information.

• Regular and predictable attendance is an essential function of the job

• Perform other duties as assigned

Qualifications/Skills:

•  Bachelor’s Degree in Computer Science or Information Technology.

• A minimum of 3-5 years of experience

• Certification in Google Apps for Education and/or Business and Microsoft is advantageous.

• Prior experience in tech support, desktop support, or a similar role

• Proficiency in Windows/Mac OS

• Experience with remote desktop applications and help desk software

• Attention to detail and good problem-solving skills

• Excellent interpersonal skills

• Organizational skills

• Time management

• Good written and verbal communication

• Fully vaccinated for COVID-19 preferred

Physical Requirements and Work Environment:

• Work in a high-paced, complex environment dealing with a wide variety of challenges, deadlines, and a varied and diverse array of contacts.

• May work at a desk and computer for extended periods of time.

• May work long hours for extended periods of time, including weekends and evening events.

• Be able to occasionally lift up to 50 lbs.

• Learning disabled experience preferred.

• Computer skills (Google, word processing, Excel and data systems, and Internet).