Technology Support Specialist

Princeton Day School seeks a Technology Support Specialist (TSS) to join the IT team.  The TSS is responsible for providing excellent service to our community. This is achieved by supporting the needs of faculty, staff and students in their use of computers, iPads, classroom and office technology, audio-visual/multimedia, and other technologies. This person will help plan and implement technology in a manner that minimizes difficulty. In addition, the TSS will effectively troubleshoot, resolve and document problems that do arise.
The role may also involve managing projects, planning, working with data and information systems, and managing devices and resources. The Technology Support Specialist may serve as IT lead and/or project manager as well.

ESSENTIAL GENERAL DUTIES AND RESPONSIBILITIES

• Assist staff, faculty and students with support of computers, printers, laptops, tablets, smart phones, audio-visual equipment, and other hardware and software used throughout the school.

• Efficiently troubleshoot hardware, software and network issues, including Macs and PCs.

• Install, configure, maintain and repair all desktop computers, laptops, iPads and other technology devices used by students, faculty and staff (Macs and PCs).

• Diligently follow departmental change management protocols and procedures.

• Identify necessary user training, and assist in planning and implementation.  May include hardware or software training, systems training, security awareness, etc.

• Develop and maintain documentation for all assigned systems and services.

• Maintain information security as a foundational concern in all tasks and responsibilities.

• Assist with imaging of and package delivery to end user devices.

• Assure inventory of hardware utilized by students, faculty and staff is updated to reflect all changes made.

• Update operating systems and other software as needed.

• Assist in researching and planning new initiatives.

• Implement annual replacement and proper disposal of computers and other devices. Assure secure destruction of data on outgoing devices; maintain detailed records.

• Answer help line, assist walk-in clients, and otherwise respond to requests for assistance. Escalate issues when necessary.

• With colleagues, staff distributed tech support locations across the campus.

• Support the use of Gmail, G-suite for Education, the school’s Learning Management System, Student Information System, and other information systems.

• Respond to and track issues and communicate with clients via online help desk system.

• Periodically provide technical support for after-hours functions and events.

• Willingness to work extended or unusual hours and respond to emergencies as required.

• Appropriate workplace attire is required.

• Stay abreast of current technologies, trends and practices.

• Other duties as assigned.

COMPUTING DEVICE MANAGEMENT DUTIES AND RESPONSIBILITIES

• Properly and efficiently deploy, manage, maintain, and support classroom, lab, library and public computing devices.

• Maintain images and installation packages for various configurations of computing platforms.

• Ensure updates are performed to preserve functionality and security, always adhering to the department’s change management protocol.

AUDIO VISUAL DUTIES AND RESPONSIBILITIES

• Coordinate projects involving audio-visual and other classroom technologies.

• Oversee preparation of classrooms for successful start of school each year.

• Ensure that all members of IT Team are properly trained to support school A/V technologies.

• Ensure that A/V needs for school events are met. Coordinate IT colleagues in supporting such events.

• Ensure proper preventative maintenance and recommend refresh cycles for A/V and classroom technology.

ADMINISTRATIVE COMPUTING DUTIES AND RESPONSIBILITIES

• Assist with collection and analysis of user requirements for reports, forms, queries and data extraction.

• Provide end-user training as necessary with regard to the effective and efficient use of database tools and resources.

• Support administrative staff in the use of database, office suite and other software.

• Provide support for data integration between departments and systems.

• Troubleshoot and resolve problems with Windows PC, Mac, printers and other hardware for administrative users.

• Participate in selection and implementation of new administrative systems.

• Assist other departments in assuring that computing and data processing tasks are performed in accordance with established school policies and procedures.

• Provide front-end and limited back-end support for various information systems.

• Assist in maintaining detailed documentation used for support and training.

• Work with colleagues to ensure appropriate integrity, accessibility, security and privacy of systems and data.

COMPETENCIES (ABILITIES)

• Ability to respond and follow through on all assignments/responsibilities in a timely manner; use time efficiently.

• Superior customer service skills.

• Ability to troubleshoot complex problems.

• Ability to work on multiple assignments with varying deadlines.

• Ability to plan and manage projects.

• Ability to communicate effectively – Strong technical documentation skills.

• Proven analytical and problem-solving abilities.

• Ability to communicate effectively with computer users of all skill levels, and to present technical concepts and ideas in language easily understandable to non-technical colleagues. Communicate in both written and oral formats.

• Ability to work independently, self-motivated and directed, with keen attention to detail.

• Ability to work effectively with a team providing back-up/support to team members when necessary.

• Ability to take direction and follow policies and procedures.

• Ability to maintain confidentiality.

• Possess strong computer skills especially for spreadsheet, word processing, database and other business applications.

• Working knowledge of information security, data privacy and risk assessment.

• Knowledge of cloud-based systems and risks, requirements and advantages specific to the cloud.

• Demonstrate dependability by consistent attendance and punctuality.

• Demonstrate an eagerness to learn; undertake professional development activities.

QUALIFICATIONS/ EDUCATION AND/OR EXPERIENCE                    

• Bachelor’s Degree - in computer science or related field preferred.

• Certificate or equivalent experience considered.

• Relevant certifications preferred.

• Experience with complex network environments

• Experience working with PC/Windows and Mac OS X platforms.

• Demonstrated success in a role requiring excellent customer service skills.

• Experience leading initiatives and managing projects.

Applicants should submit their resume, cover letter, transcript, and three references to Marybeth Roach, Director of Human Resources, at mroach@pds.or