Support Technician

1 month ago

Keene, United States RADEIN Managed Services Full time
Job DescriptionJob Description

The Support Technician is a Level I onsite role providing direct end-user support (both Student and Staff) for more than 1500 MacBooks, iPads, Personal Computers and Chromebooks. This is a blended role of seasonally simple, routine functions together with on-going complex, non-routine and specialized end user support functions, such as troubleshooting, analysis, break-fix, de-bugging, problem-solving, etc. Some seasonal work would require additional effort to meet timelines. This is a customer-service position working directly with students, staff and administration.

Required Knowledge, Skills, and Abilities:

• Ability to troubleshoot MacOS, iOS, Chrome and Windows platforms

• Effective customer-centric client relation abilities, ability to be productive working independently or in a team environment, and working knowledge of the Information Technology Infrastructure Library (ITIL) framework

• Highly developed interpersonal skills and relationship-building skills

• Must be a person with a strong work-ethic and consistently demonstrate honesty and integrity

• Must provide exceptional customer service

• Must be punctual and respectful of others time

• Must demonstrate strong time management skills

• Ability to work effectively with a support ticketing system

• Intermediate knowledge of IT Endpoint Security practices

Preferred Education and Experience:

• Four or more years of recent experience providing deskside support of both MacOS devices and Windows for an education environment

• Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology

• Recent experience working with jamf, Apple Classroom, Microsoft Office and Google Suite

• Experience supporting typical audio/visual equipment

• Three years of experience in user IT support role, predominately MacOS, iOS, classroom technology preferred

Preferred Licenses and Certifications:

• CompTIA A+, Apple Certified Mac Technician, ITIL Foundations or higher

Major Responsibilities and Duties:

• Provide support for all district devices, including in-classroom technology

• Provide excellent customer service in a timely and professional manner

• Respond to all technical needs including install, configure, test, maintain, monitor, relocate, and troubleshoot District-owned hardware and software

• Record and manage district equipment sent to repair depots for equipment under warranty or service contract for mobile device management

• Coordinate with Vendors to facilitate repairs on a variety of devices including iPads, MacBooks

• Conduct preventative maintenance on all relevant hardware and software including computers, monitors, cables, projectors, phones, Personal Computers, MacBooks, and iPads

• Educate and train end-users on the district’s technology

• Collect customer requests and generate support tickets on their behalf

• Respond to user emails and user generated support tickets

• Keep informed of and complies with state and district policies and regulations as well as campus procedures concerning technology

Physical Demands/Environmental Factors:

• Prolonged use of computer and repetitive hand motions

• Able to lift 50 pounds, reach 6' or can with a ladder

• Proficiency in typing on laptops and personal computers, 40 WPM+

• Sitting for and/or standing for a prolonged periods of time and walking more than a mile daily

• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

• A working vehicle with ability to drive several miles per day

All positions are security sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the District’s verification of credentials and/or other information required by the District’s procedures, including the completion of the criminal history check.

This position comes with the opportunity for advancement. We are looking for someone who wants to be a part of our team for the long term with aspirations of continued personal growth and professional growth within this organization.

Company DescriptionRADEIN Managed Services is a Technology Service Provider, Audio/Visual, Security and Network Infrastructure company with a long-term relationships serving K-12, national and international business.Company DescriptionRADEIN Managed Services is a Technology Service Provider, Audio/Visual, Security and Network Infrastructure company with a long-term relationships serving K-12, national and international business.

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