Technology Services Support

## Description

**ALTA VISTA INNOVATION HIGH SCHOOL**

Full Time, Monday - Friday; 8 a.m. - 4:30 p.m.

This position provides support to various school sites within the region. The role will require travel between locations to meet site-specific needs.

**Help Us Change Lives**

We live by the motto that “There is a Student in Front of Everything We Do” and we are very passionate about it. Do you have a passion to work with students? If so, then this is an exciting opportunity for you! You’ll have the opportunity to work with a diverse group of students supporting their growth and development. Remember the person who made a difference in your life? Now it’s your turn.

Learn more about us at <https://learn4life.org/>

**How You Will Make an Impact**

The Technology Services Support position will provide educational and instructional technology support which includes assisting students with access to testing platforms. This Position works closely on a regular basis with client schools leadership and staff to resolve day-to-day issues.

**RESPONSIBILITIES/DUTIES:** This list is *illustrative only* and is not intended to be a comprehensive list of tasks performed by this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Remote Help Desk and onsite support for most desktop software, hardware and peripherals issues; as needed onsite visits to support end-users, and complete work requests
• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs; network connectivity troubleshooting and maintenance
• Provide support for all audio/visual (A/V) needs. Including setup, training and maintaining full functionality
• Maintain close contact and open communication with clients until an issue has been resolved
• Document within our ticketing system to create detailed work logs and technical documentation
• Accept and work Tier 1 escalation issues for which a higher level of technical expertise is required
• Triage and escalate complex issues to Tier 3 Support Technician and Management appropriately
• Use imaging deployment tools to build and deploy new computer operating system (OS) packages
• Coordination of service requests with third-party technology providers as needed
• Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed
• Provide manager with regular updates on common problems encountered and identify possible longer term solutions/improvements to reduce future problems
• Use communication channels to inform team of important issues and information which will help improve team performance
• Provide new site technology staging and upgrading of older technology as needed
• Maintain a safe learning environment in all areas
• Participate in special projects as required
• Participate in meetings and trainings, as requested
• Administrative duties, responsibilities, and activities may be assigned or changed from time to time

## Qualifications
**KNOWLEDGE, SKILLS, LICENSES, CERTIFICATION, ETC:**

• Working knowledge of Windows Cloud Hybrid based network, including Active Directory, Group Policy, DNS, VPN, and Exchange
• Strong knowledge of Windows client operating systems and standard office applications
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems.
• Understanding of small and medium-sized business networking protocols and internet connectivity
• Troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
• Ability to work proactively and collaboratively with employees within department and across functions
• Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
• Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
• Ability to conduct research into a wide range of computing issues as required
• Able to work well with stringent deadlines and possess good organizational skills
• Ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
• Detail-oriented with a strong work ethic focused on providing a positive customer experience

**MINIMUM QUALIFICATIONS:**

• 2 years professional experience in a technology support role with progressive levels of responsibility
• Experience in installing, troubleshooting and maintaining various audio-visual equipment
• Strong experience troubleshooting and resolving hardware, software, systems and network issues
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems
• Experience with Google Apps, Chromebooks and tablets in an educational environment
• Understand the functions of network equipment (Routers, firewalls, switches, etc.) preferred
• Associate degree in Computer Science, Information Services Management or related field preferred
• Skilled in MS Office Suite, Outlook, web-based applications, etc.; Experience with Office 365 preferred

• **TRAVEL**: Ability to travel in performance of job duties is required
• **PHYSICAL REQUIREMENTS:**

• Mental Demands: high workflow management, high project coordination.
• Finger Dexterity: using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities: ordinary acuity necessary to prepare or inspect documents or operate machinery.
• Physical Strength: sedentary work. Sitting most of the time, and occasionally exerts up to 30 lbs. of force.
• Frequent multi-tasking, changing of task priorities, repetitious exacting work required.
• Working in a noisy, distracting environment with frequent deadline pressures.