Technology Support Specialist

Menlo School is 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 feeling supported with their technology needs.

Duties and Responsibilities:

• Provide tier-1 technical support to faculty, staff, students, parents, and alumni in person, through email, and over the phone.

• Monitor and take prompt action on incoming emails, support tickets, in-person help requests, and phone calls throughout the day.

• Competently troubleshoot problems related to software, hardware, or audio/video 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 Google Workspace, Okta, and other systems and provide help with password resets.

• Assist with management and troubleshooting of system used for digital signage throughout campus.

• Support users and help answer their questions in the midst of new technology rollouts and initiatives.

• Other duties as assigned.

Required Skills and 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 be able to effectively and independently research any software or hardware issue online to provide troubleshooting help.

• Must be able to acquire and retain new technical knowledge through self-guided learning or training from co-workers.

• Must have a warm, friendly, and service-oriented personality with a 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 be able 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 be able 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.

We offer:

• An exceptional work environment and caring community.

• Excellent work-life balance with generous time off.

• Highly competitive salary.

• Free lunch while school is in session.

• On-site Child Care Center.

• A comprehensive benefits package for eligible employees and their families, including generous contributions to a retirement plan. Learn more by going to https://www.menloschool.org/employment-benefits.php.

To be considered for this opportunity: please submit your resume and cover letter.

We look forward to hearing from you!

About us:

Menlo School is an independent, coeducational, college preparatory school for students in grades six through twelve. Located in Atherton, California, and 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.

At Menlo School, equity, diversity, inclusion and belonging are at the core of our organizational identity. Through our daily efforts, the School demonstrates a shared commitment to the development of all stakeholders by supporting a campus ethos where equity, diversity, inclusion and belonging reflect the major cornerstones of our community.

Our equal opportunity employment policy:

Menlo School is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants. We administer all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law.

Pay range:

In the spirit of pay transparency we share the base salary range for this position: $80,000 - $125,000 ($38.46 - $60.10 per hour). Base salary is exclusive of fringe benefits, retirement plan employer contributions or potential stipends (for eligible employees). Pay ranges at Menlo are reasonable estimates of what the School anticipates paying for a role but are not guaranteed. If hired at Menlo School, your final base salary will be determined by factors such as skills, education, experience, job level, part-time status and number of months of work per academic year. In addition to those factors, we believe in the importance of pay equity and consider internal equity with our current employees as a part of any final offer. Please keep in mind that the generous range mentioned above is the full base salary range for the role. Hiring at the maximum of the range is not typical for Menlo School in order to allow for future and continued salary growth.