Technology Support Specialist

Description

McLean School, a K-12 co-educational independent school in Potomac, Maryland, seeks applicants for the full-time position of Technology Support Specialist to begin July 1, 2018.

McLean School has for sixty-five years been helping students realize their full potential by providing a comprehensive college preparatory program that emphasizes small classes and differentiated instruction. We embrace both traditional learners and ones with mild to moderate learning challenges. Many of our students excel in some areas while benefiting from support in others.

The Technology Support Specialist delivers the front-line IT support to McLean School employees, students, parents, and other stakeholders, answering in-person requests, responding to phone calls and emails, resolving and documenting incidents and problems or escalating to others as appropriate. The Technology Support Specialist assists with the configuration, maintenance, and repair of end-user workstations, maintains the IT hardware, software, and supplies inventories, and assists with other departmental duties as requested. The Technology Support Specialist reports to the Director of Technology Innovation.

Responsibilities

• Respond in a time appropriate manner to user support requests received via telephone, email, and in-person visits during school hours (8:00am - 4:30pm).
• Maintain and administer user support ticketing system to track all user support requests.
• Maintain and administer asset tracking for all technology assets.
• Install, maintain, troubleshoot, and repair:
  • Apple iPad tablets and OSX Laptops
  • Android and Google Chrome OS devices
  • network printers and copiers.
  • Classroom, event and meeting space Audio Visual systems and interactive whiteboards
  • Upper School BYOD devices as outlined by US BYOD Program policy
• Perform basic Windows system administration, including resetting passwords, creating and deleting user accounts.
• Maintain and Support assigned internal IT database systems.
• Ensure security of technology assets as they are deployed in classrooms, offices and other campus locations.
• Perform other duties as assigned by the Director of Technology Innovation, which may include occasional weekend and evening hours.

Competencies

• Advanced knowledge of Mac hardware and troubleshooting.
• Advanced knowledge of Microsoft Office 2007-2016 software suite.
• Advanced knowledge of Web browsers and related Internet applications.
• Intermediate knowledge of PC hardware and troubleshooting.
• Intermediate knowledge of PC software and troubleshooting, especially Windows 7, 10, and MacOS system software.
• Intermediate knowledge of Google Apps suite.
• Intermediate knowledge of Apple iOS software and troubleshooting.
• Basic knowledge of Microsoft Windows Server systems administration.
• Basic knowledge of Ethernet switches and 802.11 wireless access points.
• Basic knowledge of TIA/EIA 568 twisted pair wiring and fiber optic cabling.
• Basic knowledge of TCP/IP.
• Basic knowledge of PBX telephone systems.
• Ability to learn new software applications quickly.
• Ability to create online training materials.
• Ability to troubleshoot PC workstation hardware and software problems.
• Ability to manipulate databases and spreadsheets for information gathering and reporting.
• Ability to manage multiple priorities and deadlines.
• Ability to interact with users in a professional and courteous manner.
• Ability to interact with elementary, middle, and high school age children.
• Excellent verbal and written communication skills.

• Outstanding customer service skills.

• Strong organizational skills with a close attention to detail and the ability to move among multiple tasks and projects with ease .
• Ability to communicate in a friendly, professional, and timely manner with students, faculty, and staff.

Qualifications - Required

• 2 years of full time equivalent work experience in user support or experience with students and teachers in an education setting.

Qualifications - Preferred

• A degree related to information technology, library science, or education.
• CompTIA A+ Computer Repair Technician or equivalent certification in workstation troubleshooting.
• Experience with basic HTML and JavaScript coding is desirable.
• Prior experience and/or exceptional ability in interacting with elementary, middle, and high school age children. 
• Knowledge of Blackbaud suite of products (On Products, NXT, etc.).

Application Instructions

Send a résumé and customized cover letter with contact information for three references to Mike Carson at mcarson@mcleanschool.org.