Technical Specialist

Stuart Country Day School of the Sacred Heart in Princeton, New Jersey, an independent, Catholic all-girls PS-12 Sacred Heart School is searching for a Technical Specialist. An equal opportunity employer, Stuart Country Day School of the Sacred Heart seeks candidates with a dedication to working in a diverse community. The Technical Specialist (TS) is an institutional technology support position specifically responsible for handling all academic technology support needs for students and faculty. The TS will also handle support requests for staff and administration when required. The primary role of the TS is to perform and document all institutional technology support issues in a timely and efficient manner. The TS will follow the Technology Service Management Plan to address the technology issues and then document the action taken in a service record database. The TS must have the ability to identify and prioritize existing technology support issues and also to analyze and recognize potential support issues and correct them all in a timely manner. The position encompasses a combination of "hands on" and research approaches to solving technology issues.

The TS is a salaried twelve month staff position and is considered a member of the Information Technology (IT) Department. To ensure that the technology support needs of the institution are being met, the TS will report to and meet regularly with the Director of Technology to review service requests. The TS is also considered a member of the Information Services (IS) group made up of the librarians, the technology integrators, and IT staff.

Qualities

Required

• Communicate effectively with diverse populations.
• Create an inclusive classroom/work environment.
• Use multicultural methods, materials, and resources that reflect multiple perspectives.
• Engage in professional development opportunities to further develop inclusive teaching and leadership practices.
• Willingness to be "hands on" and repair technology equipment
• Initiative to solve an issue by researching the problem (e.g., reading technical manuals or online knowledge-bases) before the issue needs to be escalated

Typical Duties & Responsibilities

Service Desk

The TS will be responsible for maintaining and supporting approximately 30 academic workstations, 200 laptops, 70 Chromebooks, 90 iPads, 15 network printers, 25 SmartBoards/LightRaise projectors, 10 flat panel displays with Apple TVs, and 20 projectors and ensuring that they are in good working condition. The TS also supports approximately 280 iPads that are part of Stuart's bring-your-own-iPad program.

Examples of support and maintenance issues include:

• Troubleshoot software issues involving (but not limited to) the following:
• Microsoft Office (various generations)
• Google Apps for Education
• Web browsers, e.g., Firefox, Safari, Google Chrome, and Internet Explorer
• Various educational software applications
• Operating system and application updates
• Various iPad apps
• Troubleshoot hardware issues of desktops, laptops, and Chromebooks involving (but not limited to):
• Network connectivity
• Defective parts
• Troubleshoot printer problems for numerous models of network and standalone printers
• Troubleshoot problems with network accounts
• Maintain and support various models of SmartBoards, printers, and projectors
• Provide aid to faculty, students, and parents using Aspen - our student information system (SIS)
• Prepare software images for academic desktops and laptops
• Configure new equipment
• Inventory new equipment
• Serve as contact person to Apple Support and Sharp Support
• Manage requests for computer equipment used by summer programs
• Write scripts to automate various recurring tasks, e.g., data exports to other systems

Analytics

Maintain database of all technology support issues (i.e., trouble-tickets) that are reported. The primary purpose of the trouble-ticket database is to have a record of the action taken to resolve a particular service request. The database also serves as a tool to analyze and identify recurring support issues that need to be addressed. Reports of service requests to the Director of Technology are required on a regular basis and presentation of those results to the IS Department is also expected.

As the primary author of the technical knowledge database (KB), the TS is responsible for researching, writing, and updating technical documents that provide solutions to recurring or critical issues that have been recorded in the trouble-ticket database. It is possible that there may be a need for additional documentation that does not originate from the trouble-ticket database. Ultimately, some technical documentation will be ported to an IT knowledgebase for faculty and staff in order to promote self-service. The IS Department will determine which issues should be documented.

Education & Training

Occasionally there will be a need for the TS to assist the technology integrators, especially when there are training sessions that involve large groups. As a member of the IS Department, the TS will need to assist in implementing long range educational plans as set forth by the administration. The TS is expected to provide technical support at occasional Stuart-sponsored events that occur outside of normal school hours.

Teach (Possibly needed to teach single course)

Depending upon student course selection, the TS may be needed to teach one introductory computer science course in the Upper School.

Technical Skills & Knowledge

Required

• Analytical skills to recognize and respond to technology support problems
• Experience with using both the Windows and Macintosh platforms with an emphasis on Macintosh
• Experience with driver installations for printers and other peripheral devices
• Intermediate-Advanced knowledge of standard office software applications (e.g., word processors, spreadsheets, database, presentation, etc.)
• General knowledge of Adobe Creative Suite.

Preferred, but not essential

• ITIL Foundation Certification
• Familiarity with various web-based system applications, e.g., Google Apps, BlackBaud, Aspen SIS
• Networking experience
• Experience coding, e.g., Excel macros, Applescript, FileMaker Pro, PHP/SQL
• Experience in a private school educational system
• Experience with training adults
• Experience with technical writing

Qualifications

• B.S. in a technical or science related area is preferred
• Previous experience in an independent school environment is preferred
• ITIL certification is a plus

Work Environment and Physical Requirements

• Constantly operate a computer and other office productivity machinery, such as copy machines and computer printers.
• Able to lift 40 lbs. to a height of 40 inches. Able to carry 35 lbs. for short distances.
• Occasionally ascend/descend a stepladder to service equipment such as projectors.
• Able to position self to maintain computers and other equipment, including under desks and in the network closets.

Interested candidates may send resumes and cover letters to Joseph Shiarappa, Director of Human Resources, at jshiarappa@stuartschool.org.