Technology Support Specialist

The Albuquerque Academy Technology Department is seeking an individual for the position of Technology Support Specialist. This position is responsible for troubleshooting IT hardware and software problems, as well as providing education technology support. Strong candidates are attracted to our mission and see themselves as engaged community members.

All employees at Albuquerque Academy approach their work in accordance with the values in our mission and in a spirit of kindness, professionalism, generosity, and civility to all members of the community. Our community norms, listed below, underlie our school culture, and all community members are expected to commit themselves fully to them.

• Value and respect the diverse contributions of each person in the community.
• Assume positive intent and inquire if you are left with questions or concerns.
• Engage in face-to-face direct conversations; be clear, open, and honest in your conversations.
• Be present and participate.

Albuquerque Academy seeks to maintain a diverse and energetic staff to work on campus. We encourage applications from groups traditionally underrepresented in independent school communities. The position is open until filled, and applicants are asked to submit a letter of interest and resume along with their online application. Please explain why Albuquerque Academy is the right fit for you and detail your passion for the position.

Essential Functions

• Troubleshoot and solve computer hardware and software problems for faculty, staff, and students.
• Work closely with the academic leadership team and the TIS help desk team to maintain online support ticket services and provide ongoing educational support for the faculty. 
• Through assigned tickets, work directly with faculty and staff to troubleshoot and resolve issues with the Canvas LMS, system passwords, publisher partner systems, and various school-approved educational technology solutions. 
• Consult with co-workers on difficult issues to assist in problem resolution.
• Communicate within the tech team to foster knowledge sharing.
• Set up equipment for end-users, including testing to ensure proper installation.
• Assist in maintaining department inventory.
• Install and test software.
• Educate and train faculty, students, and staff members.
• Support the School and its mission, always maintaining a high degree of professionalism.
• Foster and maintain a culture of mutual respect, equitable practice, and joy. 
• Demonstrate cultural competence and communicate and collaborate effectively across differences.

Other Responsibilities

• Research, order, receive, and inventory equipment and supplies.
• Assist in tracking and maintaining the department budget.
• Attend department meetings and report to the supervisor as requested.
• Create and edit documentation.
• Attend employee meetings as needed.
• Perform other duties as assigned.

Job Qualifications

Education

• A Bachelor’s degree is required, preferably in a related field.
• A college degree or coursework in a related field is preferred.

Experience

• At minimum 2-3 years of experience in educational technology support or a related field is required. 
• Two or more years of experience in help desk work is preferred.
• One or more years of experience with educational technology is preferred. 
• Previous experience working directly with end users to troubleshoot and resolve issues with Canvas, Veracross, or other K-12 learning management systems is preferred. 
• Previous experience with audio and visual equipment troubleshooting is preferred. 
• Previous experience with Windows, Mac, and Chrome OS are preferred. 
• Previous experience in a school setting is preferred.

Knowledge/Skills/Abilities

• Customer service skills, with the ability to handle complaints calmly and positively, even in stressful situations.
• Organizational skills, with the ability to triage multiple priorities regularly.
• Ability to communicate clearly, both verbally and in writing, and communicate in a way users can understand.
• Knowledge of computer hardware & operating systems (both Windows and Apple environments).
• Ability to diagnose and troubleshoot hardware and software issues effectively.
• Knowledge of office productivity tools including Microsoft Office Suite, Google G-Suite, etc., particularly spreadsheets.
• Ability to produce accurate and clear documentation.

Special Requirements

• Certifications in A+, Network+, ACSP, MCTS, etc. are preferred. 
• A valid Driver’s License is required. 
• Must be legally authorized to work in the United States.

Working Environment

• The majority of work is performed in the indoor offices, classrooms, computer labs, and wiring closet settings on campus.
• Work hours are generally from 7:30 a.m. to 4:30 p.m. or 8:00 a.m. to 5:00 p.m. Monday through Friday.
• Occasional weekend and evening overtime as needed.

Physical Demands

• Ability to lift and carry up to 25 pounds with or without assistance
• Regular driving
• Prolonged sitting and computer use