Technology Support Specialist

Menlo School is an independent, coeducational, college preparatory school for students in grades six through twelve. Established in 1915, the School is accredited by the Western Association of Schools and Colleges and is a member of the National and California Associations of Independent Schools.

Menlo is dedicated to providing a challenging academic curriculum complemented by outstanding creative arts and athletic programs. The School helps students develop positive values and nurtures character development in a supportive environment that upholds the highest moral and ethical standards. Our program encourages students to reach their fullest potential and to develop the skills necessary to respond intelligently and humanely to the complexities of a diverse and increasingly interconnected world.

We are looking for a Technology Support Specialist who will act as the first line of contact to our faculty, staff, students, parents, and alumni when they need help with our technology. A core duty of this role is to triage incoming support requests and either resolve them quickly or escalate them to other technicians in the department. The ideal candidate has a strong grasp of IT fundamentals, possesses fantastic troubleshooting skills, maintains a warm and friendly service-oriented personality in any situation, is able to familiarize themselves with new technology quickly, and always leaves members of our community feel supported with their technology needs.

ESSENTIAL JOB FUNCTIONS

• Provide tier-1 technical support to faculty, staff, students, parents, and alumni in person and over the phone.
• Monitor and take prompt action on incoming emails, support tickets, and phone calls throughout the day.

• Competently troubleshoot problems related to software, hardware, or audio/video and teleconferencing equipment and either resolve issues or escalate them to the appropriate technician.
• Troubleshoot and fix common problems with printers and copiers such as paper jams or toner replacements.
• Assist in the setup and distribution of new faculty/staff computers and help collect equipment on employee departure.
• Maintain inventory of short-term loaner equipment and distribute/collect equipment as needed.
• Train users on operation of audio/video equipment and various software products.
• Assist with user account management in G Suite, Active Directory, Okta, and other systems and provide help with password resets.
• Assist with phone deployments and extension management in Shoretel phone system.
• Assist with management of Scala digital signage system, train new content managers on its use, troubleshoot problems with content display or malfunctioning hardware, and work closely with signage vendor to resolve issues as needed.
• Write new online tech support articles and update existing content as needed.
• Other duties as assigned.

QUALIFICATIONS

• Minimum two years of technical support experience required, ideally at an educational institution.
• Bachelor’s degree in a technology related field preferred.
• Strong foundation of IT fundamentals required.
• Knowledge of solutions to common macOS, Windows, and networking problems required.
• Experience supporting audio/video equipment in classrooms and auditoriums strongly preferred.
• Experience using a support ticket system like Zendesk preferred.
• Must have creative problem-solving and effective troubleshooting skills, a desire to be proactive, and a willingness to ask questions and think outside the box.
• Must have ability to effectively and independently research any software or hardware issue online to provide troubleshooting help.
• Must have ability to acquire and retain new technical knowledge through self-guided learning or training from co-workers.
• Must have warm, friendly, and service-oriented personality with strong desire to help people succeed with technology.
• Must have excellent customer service skills with ability to quickly identify users’ needs, keep them calm under stress, and effectively handle different personality types.
• Must have ability to develop and foster positive working relationships with members of the school community.
• Must have a collaborative nature, strong interpersonal skills, a willingness to be flexible, and a sense of humor.
• Must have ability to patiently and competently train users on new or existing technology.
• Must have strong attention to detail, ability to multitask, and ability to effectively prioritize conflicting needs.
• Must have excellent verbal and written communication skills.

PERKS AND BENEFITS

• Competitive salary
• Comprehensive benefits package for employees and their families
• Generous contributions to 403b retirement plan
• Excellent work/life balance with generous time off
• Free lunch when school is in session
• On-campus child care center