Technology Support Specialist

Job Details

Job Location
Sacred Heart Schools Atherton - Atherton, CA

Position Type
Full Time 12 - Month Schedule of Duties

Salary Range
$38.46 - $55.00 Hourly

Job Category
Technology

Description

Position Title: Technology Support Specialist

Department: Technology

Reports To: SHS Senior Systems Administrator & Chief Technology Officer

FLSA Classification: Non-exempt

FTE (Full-Time Equivalent): 100%

Schedule of Duties: 12-Month

Salary: $38.46.00 - $55.00 hourly

Position Purpose: Provides hardware and software support to students, staff, and faculty on campus. This includes software, hardware, and operational support and integration to ensure minimal downtime and the greatest productivity.

Specific Expectations for Technology Staff: In addition to duties and essential job functions listed in job descriptions, the following responsibilities are expected of all employees in the Technology department:

• Attend weekly department meetings and maintain excellent timecard management.
• Stay abreast of technology trends and best practices and attend additional professional development as required by your supervisor; work beyond your regular hours when required and approved by your supervisor, and participation in mandatory meetings and/or events as directed by your supervisor. All employees will be paid appropriately and according to current law. If staff are required to work outside of regular work schedule, permission to work outside of the regular work schedule is required; non-exempt employees will receive overtime pay, as eligible.

Essential Functions

• Providing help desk /technical assistance and support for all technology users for client hardware and software issues at the support centers on the SHS campus. This involves creating and maintaining logs of issues, prioritizing them, and communicating resolution with users.
• Providing end-user training as needed for hardware/software/network technologies. This may involve writing "how-to" documentation and videos. Fully resolving all technical issues by identifying and implementing solutions.
• Managing onboarding, off boarding, and change requests for employee lifecycle including new account creation, computer setup, workstation setup, new hire orientation, etc. Identifying when system problems require larger-scale resolution, such as manufacturer training, product replacement, or upgrade
• Tracking inventory and maintaining inventory in good working condition.
• Being proactive in terms of interacting with faculty and staff on an individual level to discover, diagnose, and troubleshoot issues.
• Software and hardware testing. Installing new software and maintaining licensing compliance.
• Assisting teachers with the implementation of classroom technology and software.
• Troubleshooting and Implementing solutions for client systems via SHS back-end system platforms including Active Directory Console, Mosyle, Cisco Prime Infrastructure, and Cisco Unified Connection, etc. Update support ticket statuses in the campus helpdesk application.
• Assisting with coordination and setup of various AV meetings and events throughout the campus.

Qualifications

• Minimum of three years of experience supporting multiple users in a Windows and/or Mac environment, Windows and Mac OS, applications, and hardware. Strong understanding of the Windows and Mac operating systems. Chromebook experience is a plus.
• College or technical degree in the technology field or a high demonstrable technical aptitude and substantial professional experience that provides the equivalent knowledge, skills, and abilities. A minimum of A+ certification is required and additional certifications are a plus.
• Demonstrated experience in current technologies including state-of-the-art hardware and software capabilities.
• Ability to provide excellent support, advocacy, and technology assistance to faculty and students.
• Ability to diagnose and solve a wide range of problems with various operating systems, hardware, and applications efficiently and effectively.
• Strong organizational skills; ability to manage interrupt-driven workload. Demonstrated ability to focus on the task at hand and excellent attention to detail. Effective and polite communicator in English, both written and verbal. Additional skills in Spanish are valued and preferred.
• Demonstrated time management skills; ability to prioritize support requests, work on multiple tasks with minimal supervision, and escalate support requests as necessary to ensure that all support requests are resolved within acceptable time frames.
• Ability to project a professional demeanor at all times and under pressure and to assess which people need more immediate assistance and act accordingly. Calmness and rationality with a bias towards customer service are essential.
• Team player and ability to work well with a diverse group of students and colleagues; willing to be an active, enthusiastic member of the SHS community. Commitment to equity and inclusion.
• Clear commitment to the educational philosophy of the school as articulated in the Goals and Criteria of a Sacred Heart Education and professional behavior based upon these policies.

Physical Requirements and Work Environment

• Must be able to comfortably and safely climb ladders and reach to install computer wiring and perform other tasks, bend, pull, reach, kneel, stoop, and see for near and far work. Must be able to safely lift at least 25 pounds unassisted, travel comfortably across the 64-acre campus, view a computer screen, and type on a computer keyboard at least 90% of work time. Regularly crawl under or around furniture to install computer equipment.
• Demonstrated excellent attendance and punctuality and abide by school's current safety policies (ex: wearing masks, washing hands, etc.)
• Exposed to a combination of normal office-type environments, outdoors, and shop environments.