EPIC IT Support Technician

Position Overview: The IT Support Technician will provide technical support to the programs and counties that are included in the EPIC region. This role is responsible for installing and maintaining computer systems, classroom technology, wired and wireless networks, and employee accounts., Technical Support:

• Provide technical support for hardware, software, and network issues

• Respond to help desk tickets, phone calls, and emails, in a timely manner

• Troubleshoot desktops, laptops, printers, interactive boards, and mobile devices

• Install, configure, and maintain Windows, macOS, and/or Chromebook devices

• Support classroom technology and instructional software applications

• Assist users with password resets, account access, and multi-factor authentication

Systems & Network Support:

• Maintain and troubleshoot local area networks (LAN), wireless connectivity, and internet access

• Assist with device imaging, software deployment, and system updates

• Assist with maintaining servers and phone system in EPIC Office

• Support technology used in classrooms, labs, and meeting spaces

• Maintain inventory of IT equipment and technology assets

User Training & Customer Service:

• Provide technology guidance and basic training to faculty, staff, and students

• Create and maintain technical documentation and user guides

• Communicate technical information clearly to non-technical users

• Promote positive customer service and professional support standards

Security & Compliance:

• Follow organizational IT security policies and data privacy standards

• Assist with antivirus management, endpoint protection, and cybersecurity awareness

• Support backup procedures and disaster recovery processes

• Maintain confidentiality of student and staff information

Working Conditions:

• May require lifting and moving computer equipment up to 50 lbs

• Frequent movement in office, and driving between locations in eight counties

• Occasional evening or weekend support during special events or system upgrades

Tools & Technologies:

• Microsoft 365

• Google Workspace for Education

• Active Directory

• One-to-One Plus (Ticketing and Inventory System)

• Extreme Wireless Networks

• Windows, Apple iOS

• Printers and multifunction devices

• Newline Interactive Boards

• Remote Access Software

Reports To: IT Manager; EPIC Administrator

Conditions of Employment: Recommended by the EPIC Administrator; Confirmed by the EPIC Regional Council

Probationary Employment Period Notice:

The selected candidate for this position will be subject to a ninety (90) day introductory/probationary period beginning on the first day of employment. During this period, the employee's job performance, attendance, conduct, and overall suitability for the position will be evaluated.

Successful completion of the probationary period does not alter the at-will nature of employment. Employment with EPIC remains at-will and may be terminated by either the employee or EPIC at any time, with or without notice, and with or without cause, in accordance with applicable federal and West Virginia laws.

The ideal candidate is service-oriented, technically skilled at troubleshooting and repairing hardware and software issues, patient with users of varying technical abilities, and self-motivated to consistently learn.

Please note: Applicants who have been dismissed or who have had their contracts non-renewed for cause by any school system, who have recent unsatisfactory evaluations by any school system, who demonstrate unsatisfactory interview performance, and/or who receive unfavorable reference recommendations from related work experience will not be eligible for consideration for employment with EPIC.

Qualifications:

Required:

• Associate degree in Information Technology, Computer Science, or related field, or equivalent experience

• 1-3 years of IT support or help desk experience

• Knowledge of Windows operating systems

• Experience troubleshooting hardware, software, and network connectivity issues

• Familiarity with Microsoft 365, Google Workspace, or similar platforms

• Strong communication and customer service skills

• Ability to prioritize tasks and manage multiple requests

• Valid driver's license

Preferred:

• Experience working in a school, college, or educational setting

• Knowledge of Extreme Wireless Networks, ethernet cabling, Microsoft Server

• Experience with Active Directory, device management tools, ticketing systems

• Industry certifications such as CompTIA A+, Network+, Security +

Skills & Competencies:

• Technical troubleshooting

• Customer service and interpersonal communication

• Problem-solving and analytical thinking

• Time management and organization

• Team collaboration

• Adaptability in a dynamic environment

• Documentation and recordkeeping