Technology Support Specialist

Shady Hill School is looking for a Technology Support Specialist to assist employees with technology helpline requests and setups, manage technology equipment inventories, and support technology infrastructure including AV and printing equipment. This is a full-time, hourly, year-round position. As the first point of contact for technology support issues, the Technology Support Specialist must be organized, collaborative and able to communicate with employees with a range of technical skills and knowledge.  This position supports a primarily MacOS and iOS user base.  

Primary Responsibilities: 

• Answers, evaluates, and prioritizes helpline service requests received via SchoolDude software, voice mail, e-mail, and in-person.  Tracks issue progress and remediation in notes in SchoolDude
• Analyzes and resolves user problems using documented procedures, available tools, and personal knowledge and skills
• Contacts software and hardware vendors to research problems and determine recommended actions
• Provides software support for all users (classroom-use software, as well as administrative office software)
• Resets Google Apps and Azure passwords for users
• Applies configuration workflows to hardware and deploys hardware to new locations
• Performs initial user-specific setup for standard desktop or laptop computers
• Resolves all peripheral issues (for example, cameras, PDAs, phones, etc).
• Assists users with the setup and configuration of Zoom phones to include instruction on updating voicemail message(s)
• Responsible for campus-wide copier and printer support and maintenance to include proactive daily checks on campus-wide copier/printer ink levels, maintenance of stock of ink cartridge and device parts for all copiers and printers, placement of all calls for service and coordination of repairs with technicians deployed to our campus
• Responsible for scheduling and documenting the use of and delivery/return of items such as iPad and laptop loaners
• Provides in-person AV support for small-scale presentations to include scheduled night and weekend events
• Coordinates all AV support activities for large-scale presentations (obtaining all materials for presentations for pre-testing, confirming/assuring arrival times for AV support personnel, coordinating and communicating presentation location setups with Facilities and AV support personnel)
• With oversight of the CIO, coordinates annual IT summer processes for cleaning of laptops, application of OS and iOS updates, deployment of new equipment, collection of old equipment and “end of summer” classroom equipment checks prior to the start of the school year
• Maintains hardware and software inventory databases, assuring that all incoming and outgoing equipment is properly noted in the system and locations are updated as equipment moves locations
• Coordinates delivery and staging of new equipment arrivals, as well as shipping off site of equipment for repair, recycle or donation.  Coordinates any sale of retired SHS equipment.
• Obtains quotes on needed equipment, forwarding quotes to CIO for approvals
• Coordinates preventative maintenance and vendor services as necessary (for example, setting service appointments for bi-annual maintenance checks on the Christie projectors in the Assembly Hall and HUB)
• Other duties as assigned

Qualifications:

• Associate’s degree and 1 - 2 years of previous experience in technology support required, preferably in a school setting
• Significant experience with supporting MacOS and iOS
• Ability to manage multiple projects and competing priorities in a fast-paced environment
• Ability to provide a high level of customer service to employees 

Physical Requirements: 

• Walking across campus under a variety of weather conditions
• Stooping, bending, reaching, and kneeling
• Lifting up to 25 pounds
• Going up and down stairs multiple times per day

Shady Hill offers competitive salaries and a generous benefits package, including medical, dental and vision insurance plans, a school-matched retirement plan and paid time off. Shady Hill is an Equal Opportunity/Affirmative Action Employer. Employees must be authorized to work in the USA. For more information on Shady Hill please visit us at www.shs.org. 

COVID 19 Protocols: All Shady Hill employees are required to provide proof of vaccination and to observe campus covid protocols. All health and safety protocols are subject to change based on state, local and CDC guidelines and at the discretion of the Health and Safety Team.