Technology Support Specialist

Department Summary:

The mission of Overlake’s Technology Program is to provide technological leadership, expertise, and systems to support learning. Our vision is to cultivate an inclusive community of learners who comprehend and control the transformational power of technology for good, recognizing the social and moral impact of modern technologies. We seek to foster the intentional use of technology to better live Overlake’s mission and values, and in doing so, to promote the lifelong skill of learning how to learn. The Technology Team at Overlake is made up of passionate, diverse, and talented individuals focused on ensuring that technology serves our mission and vision. We seek dynamic, passionate, resourceful, and curious individuals to add to the richness of the Overlake community in support of our school values and mission. Learn more about our program at tech.overlake.org.

Position Summary:

The Support Specialist will triage and route technology requests while serving as first level technical support for the Overlake community. Under the direction of the Support Lead, this position will also maintain tech support ticketing systems as well as help and documentation platforms toward supporting learning and providing excellent support experiences. In all this work, the goal is to build professional relationships with community members and ensure that the school’s end-user experience, as well as its overall technology infrastructure, are in support of the mission and goals of the Overlake School. In addition to providing individualized technology end-user support, this position will also be involved with planning and delivering technology-driven professional development to individuals as well as small and large groups of students, employees, and parents throughout the year, including summer sessions. This position works very closely and directly with other members of the technology department to provide a seamless and integrated technology experience. The ideal candidate has a strong love of learning, a desire to be in a classroom/school environment, is a team player, and has the curiosity to dive in to solve any problem. The Technology Help Desk primarily supports end-users with laptops, Canvas (Learning Management System/LMS), Veracross (School Information System/SIS), Microsoft 365, PaperCut Hive (printing), and a variety of other tools and platforms used across the school community.

Principal Duties:

• Serve as first contact for anyone in need of support from the Technology department, whether electronically or face-to-face. Provide end-user technical support throughout the organization.

• Staff the Overlake Help Desk in its physical form in the Tech Office, as well as the online Help Desk ticketing system. This includes utilizing the ticketing request system, Zendesk, as well as triaging tickets and resolving where possible, and otherwise routing to the appropriate member of the technology department or third-party consultant, where appropriate.

• Process equipment, check-outs, supplies, and resource orders for the technology department.

• Assist in the deployment of computers and related equipment, including receipts, asset tags, labels, adding to inventory, and basic configuration.

• Utilize help desk systems and workflows to document and track customer service.

• Manage and participate in the deployment, maintenance and reclamation of end-user devices and peripherals.

• Attend and participate in technology department and community meetings.

• Support classroom AV replacement projects.

• Take a proactive approach to collaborate, brainstorm, and share best practices within the department and community.

• Engage in regular professional development that supports school, department, and personal goals.

• Take initiative to make things better; document and communicate changes to the team and community.

• Maintain and implement technology documentation website for tutorials, licensing, and information for the community.

• Maintain up-to-date inventory information on all hardware as well as licensing information and shared passwords for software and subscriptions.

• Provide basic network support and maintenance in consultation with colleagues.

• Technical, production, and A/V support for community events after hours, both online via Teams/Zoom and in-person.

• Provide software and hardware support for campus A/V and telephone systems.

• Refer major hardware or software problems to outside vendors for assistance and service.

• Provide backup support to departmental staff as required.

• Other duties as assigned.

Reporting Relationships:

• Reports to the Support Lead

Minimum Qualifications:

• Experience supporting technology. Interest in becoming an expert in customer service and technology are a must.

• Passion for learning and working in a learning environment with children, young adults, and educators.

• Strong “can-do,” proactive customer service attitude.

• Demonstrated and methodical troubleshooting process, including conceptual understanding of how technologies work to break them down into their parts.

• Proven communication and interpersonal skills; ability to explain complex ideas to average users.

• Exemplary attention to detail and organizational skills.

• Ability to work independently and in teams.

• Knowledge of trends in technology, educational technology, and customer service.

• Ability to engage and support students, faculty, and staff in meaningful ways.

• Ability to take initiative to define and pursue one’s own professional development.

• Solid understanding and capable troubleshooting of all modern desktop and mobile operating systems. Ability to support and troubleshoot projection, networking, and printing issues is preferred.

• Ability to work under pressures while maintaining a positive and optimistic attitude.

• Ability to triage problems under high-stress situations.

Working Conditions: Daily interaction with faculty, staff, parents, vendors, trustees, and volunteers. After-hours and special events support occasionally required. Ability to lift 30 lbs., climb stairs, crawl under desks as needed to install/move computers.

Salary: $40-45,000 annual salary commensurate with experience. Competitive benefits, generous time-off, tuition remission and professional development, food stipend, and more.