Technology Support Specialist

Under the general supervision of the Director of Technology, LCPS Technology Support Specialists provide technical support for users of LCPS computer systems; assists sites with help desk issues; interprets and explains software and hardware features for users; performs a variety of duties related to the installation, configuration, and maintenance of computers, mobile devices, software, accessories, and peripherals. Technology Support Specialists are expected to provide excellent communication and customer service and to grow in their skills related to both hardware and application support and project management processes. All of this is in service of the school mission, ensuring that every child achieves college and the career of his or her choice.       

CORE COMPETENCIES

• Mission and Core Values Focus:  Inspired by our mission and belief that all students can achieve, Tech Team Associates model the LCPS’ values of community, integrity, love, social justice, and agency 

• Knowledge of & Ability to Troubleshoot Technology Hardware & Applications

• Communication & Responsiveness: Excellent communication skills both verbally and in writing. Tech Team consistently follows through with superior service exhibited through interactions with other Lighthouse community members and external vendors.

• Agency and Collaboration:  Tech Team Associates innovate to create new systems and prioritize work to optimize the ever-changing needs of the organization in partnership with stakeholders and site leaders.

• Organization and Attention to Detail:  Tech Team Associates pay attention to school needs and utilize their organizational skills to make sure the team operates successfully as a whole.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following

• Technical Support & Troubleshooting Services for Hardware & Applications:

  • Provides technical support services for users of District computer systems.

  • Deploys, troubleshoots, and maintains computer hardware, software, mobile devices, printers, accessories, and peripherals while ensuring proper network connectivity. 

  • Performs a variety of duties in the setup, repair, and maintenance of computers, laptops, tablets, accessories, and peripherals including installation and configuration of operating systems and software, basic hardware repairs and upgrades, preventative maintenance, and installation of updates. • Installs and sets up technology in classrooms, offices, labs and carts in an organized manner to ensure the safety of staff and students. 

  • Prioritizes, responds to, and resolves help desk issues. 

  • Implementing Assessments, including back-end configuration and occasional user support in classrooms.

• Communication, Project Management & Record Keeping:

  • Communicates in a timely and professional manner with site staff to troubleshoot and resolve technology issues

  • Communicates with various internal and external contacts including vendors to exchange information, coordinate activities and resolve issues or concerns. 

  • Researches and obtains price quotes from vendors as assigned.

  • Prepares and maintains a variety of records and reports, including technical documentation, related to assigned activities; updates inventory records as needed.

  • Serves as a technical resource and provides training for LCPS staff in the use of technology as needed. 

  • Overtime grows in ability to facilitate meetings, manage projects related to technology initiatives, and lead or participate in cross-functional projects across teams.

• Systems & Network Management, Troubleshooting, Performance Monitoring & Optimization:

  • Maintains and tracks inventory of hardware and software according to established procedures. 

  • Ensures optimum system performance by planning for replacements or upgrades of equipment, determining specifications and requirements, and recommending District standards for hardware and software purchases. 

  • Troubleshoots network issues and assists with administering local area networks. 

  • Installs, maintains and documents hardware, software and operating systems. 

  • Assists with user account issues, including passwords, permissions, and file access. 

  • Applies LCPS security policies to secure computers and the network from viruses, malware, and intrusion. 

  • Assists with the installation of network equipment; maintains network connections and other cabling as needed. 

  • Provide assistance with LCPS technology initiatives as needed. 

• Skill & Knowledge Development & Training:

  • Maintains strong analytical and troubleshooting skills in various areas of hardware, software, and networking. 

  • Maintains current knowledge of operating systems and software; maintains current understanding of LCPS network protocols. 

  • Attends and participates in related meetings, trainings, and professional development opportunities to grow skill, knowledge, capacity including both technical and leadership and project management abilities.

• Operates a variety of office and technology support equipment including various hand tools, a computer, and assigned software. 

• Other duties, as assigned by supervisor.

Minimum Qualifications:

• Any combination equivalent to: graduation from high school and college-level course work in computer science or a related field. 

• 1+ years of experience or demonstrated proficiency (certifications, course completion, technology project or volunteer roles) in the information technology field, working/troubleshooting with technology hardware for entry-level placement; 2+ years of experience in a technology support or similar position with demonstrated growth in knowledge and skills required for Lead-level placement

• CompTIA A+ Certification, preferred

• Experience or knowledge with network infrastructure and 

• Experience working in schools or with youth and families, preferred

• Experience with Google Apps, Word Press (preferred)

• Spanish preferred

• Knowledge of: 

  • Materials, methods and tools used in the setup, operation and repair of computer systems and applications. 

  • Computer hardware, networking, peripheral equipment, and software applications. • Hardware and software installation. 

  • Technical aspects of computer training and support. 

  • Record-keeping and report preparation techniques. 

  • Customer service and online issue tracking. 

  • Oral and written communication skills. 

• Ability to: •

  • Install, troubleshoot and perform maintenance on computers as appropriate. 

  • Describe technical issues to coworkers and end users. 

  • Understand and follow oral and written instructions. 

  • Communicate effectively both orally and in writing.  

  • Establish and maintain cooperative and effective working relationships with others.

  • Specify, install, maintain, and document hardware, software, and peripherals.

  • Implement systems to protect device, network, and data security. 

Time Commitment:

This is a 12-month full-time non-exempt position. This role is expected to maintain minimum building hours of M - F from 8:00 - 4:30 p.m., with occasional needs during weekends/evenings (e.g., Student Expos, Support for Community Events).

Compensation 

This role is a full-time, 12-month (233 day) salaried non-exempt position. Exact placement on our salary schedules will depend on level of experience, education, and expertise.  Lighthouse offers competitive wages; benefits include a comprehensive employer-contributed retirement plan, medical and dental coverage, generous time off, and professional development opportunities.