Technology Support Technician (TST)

Job Description:

The SMA Technology Department is an energizing place to work and grow professionally and our technology program, including the 1-to-1 laptop program, HS Robotics club, and computer science curriculum, plays an essential role in supporting our mission and enhancing the teaching and learning at St. Mary's Academy.

The Technology Support Technician Role

We seek an energetic, responsible, and reliable Technology Support Technician (TST) to help ensure that all technology on campus works effectively and reliably.  Ultimately, the goal is to assist faculty, students, and staff integrate laptops and other technology tools into their work and studies however the role is first and foremost a customer service position.  As such, excellent customer service skills are essential. 

The Lead TST and CTO will mentor the Technology Support Technician to help him/her learn and master all aspects of end-user academic technology.  The Technology Support Technician and Lead TST both report directly to the Chief Technology Officer.

The ideal candidate will possess strong communication and people skills, as well as an enthusiasm for K-12 education. S/he also will demonstrate initiative, curiosity, flexibility, independence, patience, and a good sense of humor.

Technology Support Technician Responsibilities

User Support:

• The Technology Support Technician will provide direct end-user help desk support for the entire Academy, which includes roughly 950 students, teachers, and staff.

• Leveraging an online Help Desk ticket support system, the Technician will:

  • Create and update online support tips, directions, tutorials, and documentation.

  • Diagnose and repair hardware and software problems.

  • Facilitate repairs with third-party vendors and monitor warranty work.

  • Support users with Google Apps for Education and other academic online systems.

  • Troubleshoot classroom AV technology issues.

  • Provide multimedia set-up for special events.

  • Assist in network connection problems.

  • Foster a culture of empowered self-help and troubleshooting.

  • Assist with training of students related to digital tools and practices.

  • Will stay current with emerging trends and best practices in educational technology.

Infrastructure Support:

• Manage technology equipment inventory using online asset management software.

• Manage the full lifecycle of end-user devices including iPads Mac laptops. The TST will have the opportunity to receive extensive training on JAMF, the industry gold standard for Mobile Device Management for Apple products.

Qualifications/Requirements:

While the Technology Support Technician is an entry-level position, there are certain qualifications and requirements to ensure the Technician’s success in the role.  Those qualifications include:

• Preference given to High Ed Degrees in education, technology, or related fields.

• Ability to work 40 hours a week, with occasional overtime to support A/V for evening or weekend events.

• Exposure to basic computer hardware and software (MacOS, iOS and Windows premominatrly).

• Exposure to G Suite / Google Apps for Education or Office 365 for Education.

• Technology support involves tactfully handling and putting out many simultaneous fires (metaphorically). The candidate must be comfortable and confident running into the fire. 

• MOST IMPORTANT- Ability / willingness to learn new technologies as needed and provide excellent general customer service at all times.

• Resonance with the St. Mary’s Academy mission: Mary’s Academy fosters excellence in each child through academic achievement, spiritual development, and service. The Loretto School values of faith, community, justice and respect provide the foundation for students to be powerful agents of change.