Technology Support & Network Specialist

SUMMARY

Lake Highland Preparatory School seeks a Technology Support & Network Specialist to join our Technology Team. The ideal candidate will have both the technical and people skills necessary to support the school’s faculty, staff, and students. The Technology Support & Network Specialist provides support for the school’s 1:1 Mac Initiative and all Apple Devices school-wide and additionally provides support for the school’s wired and wireless networks while working to ensure that they are used to further the mission of the school. The Technology Support & Network Specialist assists in maintaining the systems that provide various technology-enabled services to the school community. This person is a member of the Technology Department and reports to the Associate Director of Technology. The position is a full-time 12-month position.

ESSENTIAL FUNCTIONS

• Provide support for troubleshooting for student & employee laptops, desktops, iPads, printers, copiers, digital signage, and monitors across campus, including breakage, how­-to’s, and small­ to mid­size problems

• Work with end-users and vendors to troubleshoot hardware, software, and connectivity issues. Perform equipment maintenance as necessary

• Maintain, troubleshoot, support, and repair A/V equipment: projectors, speakers, Cleartouch panels, Apple TVs, cameras

• Manages daily help desk tickets, including setting prioritization, and provides timely support

• Responsible for maintaining and tracking hardware and software inventory for assigned equipment types

• Maintain inventory of replacement iPads, MacBooks, record damages and replacements

• Provide reliable access to school systems and software, both cloud-based and locally run.

• Contribute to maintaining and administering school IT systems including email, applications, and data servers, switches, routers, firewalls, and other systems along with planning capacity growth.

• Perform incident assessment, problem resolution, and service restoration tasks requiring a working knowledge of servers, operating systems, and networks.

• Administer systems and data backup/recovery.

• Assist with development/maintenance of disaster recovery and business continuity planning and cybersecurity oversight

• Participate in the identification, review, and implementation of new IT technologies and services

• Keep abreast of emerging technical and professional developments affecting local area networks and cloud-based systems and recommend improvements

• Prepare, document, and work with vendors to recycle/dispose of retired equipment

• Assist with Active Directory, Google G Suite, Office 365, Learning Management System (Canvas), and others

• Ensures all help desk requests are logged into the system

• Maintains proper communication and support notes

• Perform periodic maintenance on various systems on campus

• Evaluates and tests software/hardware

• Provide outstanding customer service by taking complete ownership of customer interactions and providing excellent service that meets the scope and guidelines of the department as well as following school policies

• Other duties and backup support as requested

KNOWLEDGE, SKILLS, AND ABILITIES:

• Experience with hardware builds, OS installs, configurations, patching, and maintenance is required.

• Recent experience with systems software and management, storage and backup systems, virtual systems, and other evolving technologies

• Ability to work with all members of our diverse school community who possess varying degrees of technology skills

• Ability to work both independently and collaboratively on a range of projects.

• An eagerness to stay current with developments in technology and a desire to learn new platforms as necessary

• Experience problem solving and troubleshooting computer hardware, software, and related equipment such as printers, TVs, Apple TVs

• Ability to clearly communicate technical solutions in a user-friendly, professional manner to all school constituents in person, on the phone, via email, and thorough documentation

• Highly organized with a detail-oriented approach to work

• Ability to work both independently and as part of a team. A demonstrated commitment to teamwork and collaboration

• Motivated to learn, share and take on new challenges

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

MINIMUM

• Four-year degree within the field is preferred. Minimum of 4 years experience in a similar position or equivalent training and experience

• Experience with a range of software and operating systems including Windows Server 2008, 2012, Windows 10, MacOS, iOS, GSuite for Education, Microsoft Office 365, Microsoft Office programs

• Experience working with MDM systems

• Experience working with help desk systems

• Experience with basic networking technologies

PREFERRED

• Previous experience in a school environment

• Experience working in Cisco IOS and PAN-OS

• Experience working with Mosyle MDM

• Experience working with Canvas LMS

• Windows Server 2019 and VMWARE experience

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT:

The physical requirements and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing, repetitive movements, lifting weights of various amounts (not to exceed 50 lbs.), sitting on floor, bending/squatting, walking, etc.

• May be required to climb steps, and/or to walk to various departments on campus.

• May be required to work in a sitting position for long periods of time.

May be required to work at a computer for long periods of time.