INFORMATION TECHNOLOGY TECHNICIAN

Instructional Technology Technician This position reports to the Director of Technology and will assist the Director of Technology in supporting the use of instructional technology hardware and software to enable staff to effectively deliver educational materials to students. The position will focus on providing 1st level customer support of instructional hardware devices for students and staff. The position will be responsible for day-to-day customer support of iPads, MacBooks, Chrome OS, PCs, and/or printers and related hardware and software. QUALIFICATIONS: Candidate should have an Associate’s Degree or Technical School Diploma in Information Systems or related area, or 1-year work experience troubleshooting and fixing end-user hardware and software. Candidate should have: *Hands-on experience with the usage and support of Apple iPads, macOS, and Mac hardware *Excellent customer service skills and a positive attitude *Practical understanding of general operating systems and technologies, including iOS, macOS, ChromeOS, and/or Windows *Experience with Google Apps; a demonstrated level of proficiency with standard desktop and mobile software *Excellent analytical skills, creative problem solver, willingness to assist in any task, and work as a team player essential RESPONSIBILITIES INCLUDE: Support: *Act as 1st level help desk contact to respond to student and staff inquiries for assistance *Provide hands on support for a wide and varied range of end users and systems, including iOS, macOS, tvOS, Chrome OS, and Windows systems *Assist end users to become self-sufficient through informal training sessions *Support both students and staff in a 1 to 1 iPad deployment System Administration: *Assist in the maintenance of system directories such as Google Console, Class Link, and other systems that impact instructional hardware activities *Setup and deploy new systems for use in instructional areas, including macOS and iOS devices *Support the operations of other important instructional technologies and other systems used in a classroom setting Infrastructure: *Assist in the protection of data and systems through the monitoring of endpoint protection software and technologies *Recommend changes to existing systems and policies to enhance the reliability, security, and performance of the networking infrastructure as needed *Assist IT staff in the patch management process across a varied desktop and mobile environment Customer Service: *Work well in a team environment *Maintain a customer focus in every interaction with staff, students, and administrators *Able to prioritize the needs of the end-user and meet those needs when possible *Partner with the end-users to fully understand their current and future needs and expectations *Manage expectations of the end-user community to ensure that there are no misunderstandings in the delivery of services *Engage each customer service as both an opportunity to teach, and an opportunity to learn