Educational Technology Support Specialist

1 week ago

Chicago, Illinois, United States Inspiroz Full time
Job Overview

Inspiroz is in search of a motivated and detail-oriented Educational Technology Support Specialist to become a vital member of our on-site IT assistance team. In this role, you will be instrumental in providing daily technology support across our network of charter schools.

As part of our dedicated team, you will work under the guidance of an Inspiroz Service Delivery Manager, engaging frequently with our remote technical support staff and various client representatives.

About Inspiroz: With over a decade of experience, Inspiroz has built a strong reputation in the Managed IT Services sector, specializing in technology strategies and support tailored for charter schools. Our core values—People Centered, Continuous Learning, Find a Way, Good People, A Better World, Lifelong Partners, Team Players, and Ambition—drive our commitment to serving our partners and adapting to their evolving technology needs.

Key Responsibilities:

  • Technical Support and Problem Resolution:
    • Lead the resolution of technical issues requiring on-site intervention.
    • Oversee the installation, repair, and maintenance of workstations, network devices, and peripherals.
    • Conduct comprehensive troubleshooting to determine the root causes of issues.
    • Collaborate with project teams as needed to assist with various initiatives.
    • Act as a communication bridge between on-site operations and the remote IT support team.
    • Clearly articulate technical issues and requirements to the remote team.
    • Provide detailed documentation to aid in remote troubleshooting efforts.
    • Stay informed about the latest technology trends and best practices in the educational sector.
  • Customer Support and Service:
    • Communicate updates and challenges to clients in a timely and clear manner.
    • Actively listen to client concerns and address them effectively.
    • Build and maintain strong relationships with clients, fostering trust and collaboration.
    • Assist clients in aligning technology solutions with their specific objectives.
    • Ensure client satisfaction by following up on issue resolutions.
    • Demonstrate professionalism in all written communications.
    • Respond promptly to client inquiries, adhering to the company's communication policies.
  • Time Management and Ticket Oversight:
    • Accurately track time spent on-site using the designated time entry system.
    • Regularly update ticket statuses and provide concise notes for effective collaboration.
    • Follow established workflows for ticket management and resolution.
    • Review assigned tickets at the end of each shift to prepare for the next day.

Qualifications:

Knowledge:

  • Familiarity with Windows and Mac systems.
  • Understanding of Active Directory and networking concepts.
  • Experience with hardware repairs and installations.

Skills:

  • Exceptional customer service abilities.
  • Strong hands-on technical support skills.
  • Excellent verbal and written communication capabilities.

Abilities:

  • Passion for technology and innovation.
  • Adaptability to changing environments and multitasking.
  • Self-motivated with the ability to work independently.
  • Ability to recognize limitations and seek assistance when necessary.

Education: A Bachelor's Degree in a technology-related field or equivalent certifications is preferred.

Experience: A minimum of 1-2 years in Tier 1 and 2 technical support is required.

Benefits:

  • A supportive company culture focused on employee well-being.
  • Opportunities for personal and professional growth.
  • A competitive compensation package with benefits.

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