Technical Support Specialist

Job Summary The Technical Support Specialist provides first- and second-level technical assistance, troubleshooting, and support for district-owned devices, software applications, and network connectivity. This role is hands-on and requires a blend of strong technical problem-solving skills and exceptional patience, as you will be working directly with educators, administrators, and students (K-12). Reports To: Director of Technology / Technology Coordinator Classification: Full-Time, Classified Work Year: 12 months

Essential Responsibilities & Duties

1. Device & Hardware Support Diagnose, repair, and maintain district hardware, including laptops (Windows/macOS), Chromebooks, iPads, desktop computers, and peripherals. Set up and configure classroom technology, including interactive whiteboards (e.g., SmartBoards, Promethean), projectors, document cameras, and audio systems. Manage printer and copier setups, including troubleshooting local and networked printing issues with the help of the Network Admin
2. Inventory & Asset Management Track and maintain an accurate inventory of school-issued technology assets Prepare, distribute, and collect student and staff devices during the annual deployment and turn-in cycles. Process damaged hardware for warranty repair or e-waste disposal Assist in managing the District's 1:1 Chromebook program
3. Assist in Help Desk & Ticket Management Monitor, log, and resolve incoming help desk tickets in a timely manner according to department SLAs (Service Level Agreements). Escalate complex network or infrastructure issues to senior network administrators or engineering staff when necessary. Document resolution steps and maintain an up-to-date knowledge base for common technical issues.
4. Technical Support and Collaboration Provide basic, friendly orientation and technical guidance to staff and students on how to use district hardware and software. Collaborate with instructional technology coaches to ensure classroom tech aligns with teaching goals.

Qualifications & Skills Education & Experience Minimum: High School Diploma or equivalent required; Associate's degree in Computer Science, Information Technology, or a related field preferred. Experience: 1-3 years of experience in technical support, help desk, or desktop support. Experience in an educational (K-12) or public sector environment is a major plus. Certifications (Preferred but not required): CompTIA A+, Network+, Google IT Support Professional, or Apple Certified Support Professional (ACSP). Required Knowledge & Abilities Strong proficiency with diverse operating systems: ChromeOS, Windows, iOS, and macOS. Basic understanding of networking concepts (TCP/IP, Wi-Fi connectivity, DHCP, DNS). Ability to communicate technical concepts clearly to non-technical users (e.g., explaining a software glitch to a first-grade teacher or a student). High level of patience, empathy, and excellent customer service skills. Physical Requirements Ability to lift and move heavy boxes and technology equipment (up to 40 lbs). Ability to sit, stand, bend, kneel, and crawl under desks or behind server racks to run cables and install equipment.

Working Conditions Must pass a criminal background check and fingerprinting (standard requirement for working in close proximity to children). Travel between different school buildings within the district may be required (valid driver's license and reliable transportation required).