Technical Support Specialist II

The Tier 2 Technical Support Specialist provides technology support to students and staff across four FirstLine Schools campuses. This position plays a crucial role in ensuring the seamless operation of technology in our schools, supporting the teaching and learning environment by troubleshooting hardware and software issues, repairing staff and student devices, and assisting with IT infrastructure needs. The ideal candidate is a problem-solver with strong customer service skills, a passion for technology, and a commitment to FirstLine’s mission., * Collaborate with the Director of IT and Computer Repair Technician to manage inventory and deploy new devices across schools.

• Provide on-site and remote technical support for staff and students, ensuring timely resolution of hardware, software, and connectivity issues.
• Diagnose and repair staff and student devices, including replacing screens, keyboards, batteries, and other components as needed.
• Staff utilize Microsoft Windows based devices and Students utilize Google ChromeOS based devices
• Install, configure, and maintain desktops, laptops, printers, and other school technology.
• Assist with setting up and troubleshooting classroom/auditorium technology, including projectors, document cameras, interactive whiteboards, interactive panels, and audio-visual systems.
• Maintain accurate records of support requests and device repairs using the IT ticketing system.
• Collaborate with the Director of IT to manage inventory and deploy new devices across schools.
• Assist with network and system administration tasks as assigned by the Director of IT.
• Ensure compliance with FirstLine’s technology policies and data security best practices.
• Work directly with and manage vendors as directed by Director of IT.
• Travel between schools to provide in-person support.

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience will be considered.
• Minimum of 2 years of experience in IT support, help desk, or technical troubleshooting roles.
• Experience with device repairs: including x86 based Windows devices (both desktops and laptops), and Chromebooks.
• Experience with Active Directory and Windows Server 2016-2025.
• Experience with surveillance system software.
• Experience with content filtering platforms.
• A basic understanding of networking concepts (DHCP, Wi-Fi technologies, VoIP, etc).
• Experience with Google Apps for Education (G-Suite) systems.
• Knowledgeable of following operating systems: Windows 11, macOS, iOS, ChromeOS, Android.
• Familiarity with Mobile Device Management (MDM) and Apple School Manager.
• Familiarity with Microsoft Office and Google Apps based productivity tools.
• Experience working in a school or educational setting is a plus.

Desired Qualities & Characteristics:

• Believe in every student’s ability to achieve in a rigorous college or career prep curriculum
• Achieve results based on agreed-upon expectations
• Take personal responsibility
• Highly detail-oriented
• Open to learning and evolving with AI as a tool at work
• Collaborate effectively with a range of stakeholders
• Share a commitment to creating great schools in New Orleans
• Strong written and verbal communication skills
• Ability to embed and model the FirstLine Commitments: We Keep Learning, We Work Together, We Are Helpful, We Are the Safekeepers of our Community, We Share Joy, We Show Results

Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee may be required to sit, walk, stand, talk, and hear. Occasional physical exertion is required, including exerting up to 50 pounds of force as needed to move objects.

Salary is competitive and commensurate with experience. FirstLine Schools offers a comprehensive benefits package including a 403b plan.

FirstLine Schools is an equal employment opportunities (EEO) organization.

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