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Technical Support Specialist

3 months ago

Kent, United States Kent School Full time

Kent School seeks a passionate and energetic Technical Support Specialist. This position is responsible for providing technical support to faculty, staff, and students by monitoring, responding to, and escalating support requests on a daily basis. Interested applicants should be highly reflective and solution-oriented; able to build effective relationships with all faculty, staff, and students; and willing to learn from and support colleagues in a positive, collaborative team environment.

Specific Duties and Responsibilities include:

End User Support

  • Monitor, resolve, and escalate support requests using the school’s ticketing system (FreshService)
  • Work closely with other members of the Technology Department to create and maintain an atmosphere of positive customer service relations with faculty, staff, and students
  • Create and maintain end user and internal documentation
  • Provide training and support end users on major software applications and hardware
  • Setup, configure and maintain Mac and PC devices following standard procedures
  • Support onboarding and offboarding procedures for faculty, staff, and students
  • Assist end users with network connectivity and account issues
Hardware Management
  • Support asset inventory, including loaner computers, for students, staff, and faculty
  • Assist in the security, maintenance, and monitoring of systems and infrastructure
  • Assess hardware problems and process repairs as needed (whether done in-house or sent out)
  • Perform basic maintenance and troubleshooting of printers & copiers (clearing jams, replacing toner, etc.) and coordinating repairs and maintenance with vendors as needed
  • Support the school’s classroom A/V equipment (projectors, interactive boards, etc)
Application Support
  • Develop an understanding of the major software applications and systems used by the community (Veracross, Canvas, GSuite, Microsoft Office, and other academic tech platforms)
  • Stay current with system information, changes, and updates
Qualifications:

A Bachelor’s degree or a combination of education and work experience in related fields, preferably in an independent school setting or IT customer support setting.

The ideal candidate will:
  • Have a willingness to learn new skills and collaborate with team members
  • Possess a strong attention to detail and problem-solving skills
  • Have a demonstrated ability to prioritize, multi-task, and manage time effectively
  • Demonstrate excellent written and oral communication skills with the ability to explain technical concepts to audiences with varying levels of technical proficiency
  • Maintain a calm demeanor under pressure
  • Proficient with Microsoft and Apple operating systems and technology for educational environments
  • Maintain the highest level of confidentiality and work discreetly with sensitive information
Physical Requirements:

The physical demands listed below are representative of those that must be met by the employee to successfully perform the essential functions of the job:
  • Must be able to work in an office environment and travel between multiple buildings
  • Requires substantial movement (motions) of wrists, hands, and fingers with keyboard use.
  • Ability to use a visual display
  • Ability to lift and transport up to 40 lbs. without assistance.
Additional Requirements:
  • Occasional driving may be required; qualified candidates should have reliable transportation and a valid driver's license. Any travel requiring use of a personal vehicle will be reimbursed.
  • Successful completion of post-offer, pre-employment criminal background check, and drug test.
  • Maintain punctual and regular attendance.
  • Work is performed on a smoke free campus.


Additional information:

Reports to:IT Manager

Schedule: Full-time calendar year position. The typical schedule is Monday through Friday, 8 am to 4:30 pm (includes a ½ hour unpaid lunch period). Occasional evening and/or weekend work as needed. This is an in-person position.

FLSA:Non-Exempt

The essential functions and basic skills have been included. It is not intended to be construed as an exclusive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Kent School is committed to making equal employment opportunities available to all qualified persons. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all personnel without regard to race, color, religion, age, gender, ancestry, citizen status, veteran status, physical or mental handicaps, sexual orientation, or any other factors protected by law. Candidates from historically underrepresented groups are encouraged to apply.