Regional IT Support Technician

1 week ago

Port Saint Lucie, Florida, United States Renaissance at Tradition Full time
Job OverviewPOSITION OBJECTIVE

Act as an IT Support Technician responsible for ensuring the operational continuity of essential and non-essential educational systems. Address the IT requirements of designated regional educational institutions as identified by the State IT team. Deliver exceptional customer service to school administrators, educators, parents, and students in accordance with the support framework established by the State IT Team.

KEY RESPONSIBILITIES
  • Oversee the designated service area to guarantee that support requests are resolved within the established Service Level Agreement while adhering to company policies regarding inventory management, service call handling, safety protocols, and other related matters.
  • Assess support inquiries to identify broader systemic issues.
  • Collaborate with the State IT team and external partners to plan and enhance network and computing infrastructure.
  • Provide daily technical assistance within the assigned region for end-user support, encompassing computer hardware, software installations and upgrades, data backups, and networking issues.
  • Regularly communicate written and verbal updates to the State IT Director/Manager team regarding the operational status of systems that support the educational environment.
  • Escalate support inquiries and challenges as necessary to the State IT Escalation Team.
  • Maintain and implement disaster recovery and prevention strategies.
  • Document and uphold IT-related guidelines, Standard Operating Procedures (SOPs), and best practices.
  • Serve as a technology liaison among schools, clients, and vendors.
  • Engage actively in training programs to enhance skills and proficiency related to assigned tasks.
  • Perform additional duties as assigned by the Florida State IT Director, Manager, and Escalation team.
  • Ensure compliance with best practice safety protocols.
  • Stay informed on developments, literature, and technical resources relevant to the role.
  • Adhere to federal and state regulations, as well as company policies.

**ADDITIONAL DUTIES AS ASSIGNED**

DISCLAIMER

The statements above are intended to describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel classified in this role.

SKILLS AND COMPETENCIES
  1. Exhibits enthusiasm and dedication towards the role and the mission of the organization; aligns with the company's goals and strategic objectives.
  2. Collaborates effectively with staff and engages with individuals at all organizational levels; must be sensitive to corporate needs, employee morale, and public perception.
  3. Ability to prioritize and manage multiple tasks efficiently.
  4. Consistent attendance and punctuality; follows instructions and responds positively to management feedback to enhance performance.
  5. Strong customer service orientation.
  6. Demonstrates excellent interpersonal skills, maintaining professionalism and courtesy; capable of handling sensitive and confidential matters with poise and diplomacy.
  7. Exhibits strong oral and written communication skills, including active listening and positive phone etiquette.
  8. Proven ability to work effectively in high-performance teams and as a strong team player.
  9. Track record of analyzing problems, identifying patterns, and proposing innovative solutions.
  10. Proactive and takes initiative; thinks creatively.
  11. Drives projects to completion while ensuring the highest quality standards.
QUALIFICATIONS
  • Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, etc.
  • Bachelor's degree in computer science, information systems, or a related field, or an equivalent combination of education and experience.
  • 2-5 years of experience in IT customer support.
  • Advanced knowledge and experience in troubleshooting hardware and software issues within an enterprise environment.
  • Experience in an educational setting is preferred but not mandatory.
  • Commitment to organizational values.
  • Valid driver's license and reliable transportation are required for regional support.
  • Other qualifications as deemed appropriate by the organization.
WORK ENVIRONMENT

The work environment characteristics listed below are representative of what an employee may encounter:

  • Typical office working conditions.
PHYSICAL REQUIREMENTS
  • No significant physical exertion required.
  • Travel may be required within or outside the state.
  • Light work: Ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to move objects.

EMPLOYMENT TERMS

Salary and benefits will be consistent with the organization's salary and benefit policies. The length of the work year and hours of employment will be established by the organization.

FLSA OVERTIME CATEGORY

This position is exempt from the overtime provisions of the Fair Labor Standards Act.

PERFORMANCE EVALUATION

Performance will be assessed in accordance with the organization's policies.

NOTICE

The Human Resources Department retains the right to modify this job description. Unauthorized changes made by employees may result in disciplinary action, up to and including termination.

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