Technical Support Specialist - Tier II duties will include:
- Provide support to clients both in-person and remotely
- Correct faults and provide resolution of complex support desk tickets
- Manage the IT ticketing system to ensure all tickets are handled in a timely fashion
- Device and network support and troubleshooting, maintenance and upgrades
- Perform network analysis and capacity planning
- Assist in the creation of processes and procedures for client network operations
- Contribute to the administration of network backup and disaster recovery
- Contribute to the planning and implementation of multiple projects
- Develop technology-focused documentation of systems and hardware as it applies to our environment.
- Engage in diverse community activities in order to empathize with the users and environment
- Attend workshops, conferences, and professional development training, and hold membership in professional organizations, to stay current with changes in technology
- Pull off occasional light to moderate magic
The ideal Technical Support Specialist - Tier II:
- Excellent verbal and written skills
- Knowledge of current iOS and Mac operating systems
- Knowledge of current Windows operating systems
- Knowledge of Windows Server is required
- Knowledge of Aruba Central
- Knowledge of Google Apps for Education
- Knowledge of Mosyle Manager
- Knowledge of SonicWall
- Understanding of network switches, routers, and firewalls is required
- Troubleshooting printers, AV equipment, and copiers.
- Virtualization with VMWare experience is a plus.
- Troubleshooting, project management, initiative, and professionalism are of utmost importance.
- Innovative, start-up spirit
- Collaborative, flexible, approachable, calm temperament.
- Ability to work alone, with small and large groups of teachers and students.
- Attention to detail.
- Maintain student and faculty confidence by keeping their information confidential.
- Process improvement.
- Judgment within defined procedures and practices.
- Works with enthusiasm and pride.
- Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA)
This job is a Staff - Full time, full-year position whose benefits are outlined in the Employee Agreement.
Reports to: Director of Technology
Work Year: Year-Round
Schedule: Monday through Thursday 7:30 AM to 3:30 PM and Friday 7:30 AM to 2:30 PM Any modification to this schedule shall be mutually agreed upon between the employee and the employee’s direct supervisor.
Summer Hours and School Vacations: Monday-Thursday 7:30-2:30
Any modification to this schedule shall be mutually agreed upon between the employee and the employee’s direct supervisor.
