IT Support Technician III

Lighthouse Works is seeking an IT Support Technician to provide full-time, on-site technology support at an assigned Neighborhood Schools Initiative (NSI) school in Orlando, FL. This position serves as the primary technology support contact for faculty, staff, and students, resolving day-to-day technical issues, maintaining devices and classroom technology, and coordinating advanced support with the Lighthouse IT team and school district partners., * Provide responsive, customer-focused Tier 1 and Tier 2 technical support for hardware, software, user accounts, printers, wireless connectivity, classroom technology, and communication systems.

• Manage support requests through the designated ticketing system, documenting troubleshooting, prioritizing issues, communicating updates, and ensuring timely resolution or escalation.
• Install, configure, deploy, maintain, and troubleshoot computers, Chromebooks, tablets, printers, interactive displays, projectors, and other technology equipment.
• Support Microsoft 365, Google Workspace, educational applications, user onboarding and offboarding, account access, and password resets within authorized procedures.
• Perform routine maintenance, software updates, security patching, device inspections, and equipment inventory management.
• Coordinate escalated technical issues with the Lighthouse IT team, Orange County Public Schools (OCPS), and approved vendors.
• Assist with technology deployments, system changes, classroom presentations, school events, and student assessments.
• Maintain accurate asset records, technical documentation, user guides, and support procedures; provide basic technology training to users.
• Identify and promptly report cybersecurity concerns, equipment loss, unauthorized access, and potential exposure of confidential information.
• Protect student, employee, organizational, and client information while following established security, confidentiality, and access-control requirements.
• Collaborate with school leadership, Lighthouse colleagues, district staff, and vendors to resolve issues and improve technology services.
• Demonstrate Lighthouse’s Core Values of Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.
• Perform other duties as assigned., * Work full-time on-site at the assigned school during the established schedule, with reliable attendance and transportation.
• Successfully complete a Level II background screening and meet applicable school and client access requirements.
• Maintain confidentiality and comply with Lighthouse policies, school safety procedures, and client security requirements.
• Work occasional approved evenings or weekends for school events, technology deployments, maintenance, or urgent support.
• Travel to Lighthouse or other client locations as needed and coordinated with school coverage.
• Participate in ongoing technical training and professional development., * Work on-site at the assigned school full time during the established schedule; maintain reliable attendance and transportation.
• Pass a Level II background screening and meet applicable school and client access requirements.
• Maintain confidentiality and comply with Lighthouse policies, school safety procedures, and applicable client security requirements.
• Work occasional approved evenings or weekends for school events, deployments, maintenance, or urgent support. Travel to Lighthouse or other client locations as assigned and coordinated with school coverage.
• Participate in ongoing technical training and professional development.

• Associate’s degree in IT or a related field, or equivalent education, technical training, and relevant experience required.
• Bachelor’s degree preferred.

Experience

• Three or more years of hands-on IT, desktop, or help desk support experience required.
• Experience supporting Windows, Microsoft 365, Google Workspace, printers, mobile devices, and audiovisual technology.
• Familiarity with ticketing systems, remote support tools, user account administration, device deployment, and asset tracking.
• K-12 school technology support and experience working with a school district or managed service provider preferred.

Knowledge and Skills

• Strong troubleshooting skills and working knowledge of TCP/IP, LAN/WAN connectivity, wireless networks, device management, endpoint security, and preventive maintenance.
• Excellent customer service and communication skills, including the ability to explain technical concepts to nontechnical users.
• Ability to prioritize competing requests, document work accurately, work independently, and recognize when escalation is needed.
• Sound judgment, discretion with confidential information, adaptability, and a willingness to learn new technologies, including assistive technology.

Certifications

• Technical certifications are preferred but not required. Examples include CompTIA A+, CompTIA Network+, and relevant Microsoft or Google certifications., * Regular computer use, walking, and standing throughout the school campus.
• Ability to move and handle equipment weighing up to 50 pounds, with appropriate assistance or equipment as needed.
• Occasional bending, kneeling, reaching, and use of a step ladder. Reasonable accommodations may be available to enable individuals to perform essential functions., * Associate’s degree in information technology or a related field, or equivalent education, technical training, and relevant experience required. Bachelor’s degree preferred., * Technical certifications are preferred, not required. Examples include CompTIA A+, CompTIA Network+, and relevant Microsoft or Google credentials. Demonstrated experience and work performance are the primary considerations., * Three or more years of hands-on IT, desktop, or help desk support experience required.
• Experience supporting Windows, Microsoft 365, Google Workspace, printers, mobile devices, and classroom or audiovisual technology.
• Experience with ticketing systems, remote support, user account administration, device deployment, and asset tracking.
• K-12 or charter school experience preferred. Experience working with an MSP, OCPS, or another school district preferred., * Strong troubleshooting skills across computer hardware, operating systems, applications, peripherals, and communications equipment.
• Working knowledge of TCP/IP, LAN and WAN connectivity, wireless networks, and basic network troubleshooting.
• Knowledge of account permissions, device imaging and management, software licensing, patching, endpoint security, and preventive maintenance.
• Excellent customer service and communication skills, including the ability to explain technical concepts to non-technical users and provide patient guidance.
• Ability to prioritize competing requests, organize work, document accurately, and follow issues through to resolution.
• Ability to work independently, recognize when escalation is needed, and collaborate with school staff, Lighthouse colleagues, and vendors.
• Sound judgment and discretion with sensitive information; ability to remain professional under pressure and adapt to changing systems and responsibilities.
• Ability to learn new technologies and support users with diverse needs, including users of assistive technology., * Frequent computer use and communication with users; regular walking and standing throughout a school campus.
• Move, install, and handle technology equipment, at times weighing up to 50 pounds, using appropriate assistance or equipment as needed.
• Bending, kneeling, reaching, and occasional use of a step ladder to access equipment. Essential functions may be performed with reasonable accommodations.

Lighthouse Works is a mission-driven, values-based organization that creates competitive, integrated employment opportunities for working-age individuals who are blind or visually impaired in Central Florida. We also deliver business services that support and expand rehabilitation training at Lighthouse Central Florida.