Educational Technology Support Specialist

2 weeks ago

Washington, Washington, D.C., United States Inspiroz Full time

Position Overview:

Inspiroz is in search of a motivated and meticulous part-time Educational Technology Support Specialist (ETSS) to enhance our on-site IT assistance team. As an ETSS, you will be integral in facilitating daily technology support across Inspiroz's network of charter schools. Under the guidance of an Inspiroz Account Director, you will collaborate closely with our remote technical support team and various client representatives.

About Inspiroz:

For over ten years, 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 Issue Resolution:

  • Lead the resolution of technical challenges requiring on-site intervention.
  • Oversee the installation, repair, and maintenance of workstations, networking devices, and peripheral equipment.
  • Conduct comprehensive troubleshooting to pinpoint the underlying causes of issues.
  • Assist with various projects as needed, collaborating with project teams and stakeholders.
  • 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 remote troubleshooting efforts.
  • Stay informed about the latest technological advancements and best practices in the educational sector.

Client Support and Service:

  • Communicate updates and challenges to clients promptly and clearly.
  • 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 and providing necessary support.
  • Demonstrate professionalism in all written communications, ensuring accuracy and clarity.
  • Respond to inquiries within established timeframes, adhering to company 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 communication.
  • Follow established workflows for ticket creation, assignment, and resolution.
  • Review assigned tickets thoroughly at the end of each shift to prepare for the next day.

Candidate Qualifications:

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

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

Knowledge, Skills, and Abilities:

Knowledge of:

  • Windows and Mac operating systems
  • Active Directory
  • Networking principles and equipment
  • Hardware installation and repair

Skills:

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

Abilities:

  • Demonstrate a passion for technology and innovation.
  • Adapt to changing circumstances and effectively multitask.
  • Self-motivate and work independently when necessary.
  • Recognize personal limitations and seek assistance when needed.

Benefits:

  • A commitment to fostering a positive and inclusive workplace culture.
  • Opportunities for meaningful contributions and recognition.
  • Clear pathways for career advancement and skill development.
  • A competitive compensation package with comprehensive benefits.
  • Engaging technical work in a dynamic environment.
  • Support for ongoing professional growth and technical expertise development.

More about Inspiroz:

For additional information about the company, please visit our website.

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