Support Services Technician

» Support Services Technician
Information Technology
in Minneapolis
, MN
Reference: 19-02282

Job Description:  

Our client seeks a technically savvy Support Services Technician to join our Apple 1:1 laptop program. The ideal candidate will have experience installing, diagnosing and repairing computer hardware,software, network, A/V, and peripheral equipment, have experience with Google Apps, have the ability to communicate effectively with students and colleagues and enjoy working in a collaborative school environment. The position reports to the Technical Services Operations Manager and will work  collaboratively with all other constituents in the school community (faculty, staff, students and parents).

Responsibilities: 

  • Support and repair of Apple laptops in coordination with other technicians
  • Manage parts ordering, delivery and return
  • Provide support in a cross­-platform environment consisting of Apple laptops, desktops, iOS,  Windows PC, and peripheral equipment
  • Provide support for Mac OS 10 and software applications such as Google Apps, Office, and Canvas
  • Act as primary liaison in supporting teachers, students, and parents with technology-­related issues
  • Provide support for the installation and maintenance of software, hardware and image updates
  • Coordinate technology support services with staff such as second ­level support such as network support, instructional support, repairs, purchasing and information management
  • Provide training and assistance to system users concerning computer operations, software  applications and malfunctions
  • Communicate with various personnel to coordinate activities, exchange information and resolve issues and concerns
  • Help maintain an inventory of mobile devices, interactive technologies, and peripheral equipment using the asset management database
  • Develop and maintain training materials and systems protocols in our knowledge base
  • Provide support for in services, workshops, and orientations
  • Research and evaluate new technologies and software and stay abreast of emerging trends
  • Ability to obtain an Apple Certified Macintosh Technician (ACMT) Certification, in the three months of hire is required
  • Ability to obtain an Google Apps Certified Trainer ­Individual Qualified Status, in the first six months of hire is required
  • Provide first level support for VOIP telephony and voicemail system
  • Other duties as assigned

Experience and Skills:  

  • Minimum of three years of related technology experience or equivalent experience
  • Broad-based experience with Apple OS X and iOS (Windows experience helpful)
  • Excellent troubleshooting skills with Mac problems, both hardware and software, using diagnostic tools
  • Excellent troubleshooting skills with basic network, software, printing problems
  • Exceptional customer service orientation with a passion for working with secondary school students, faculty, and staff
  • Ability to manage multiple concurrent projects
  • Good written and oral communication, interpersonal, organizational and problem solving skills are required
  • Ability to present ideas in a business ­friendly and user friendly language to students and employees
  • Demonstrated aptitude and enthusiasm for learning new technologies
  • Ability to schedule own time
  • Ability to work overtime during certain busy periods
  • Reliable transportation between campuses
  • Ability to lift up to 50 pounds

Desired Qualifications:  

  • Apple Certified Macintosh Technician (ACMT) Certification
  • Experience with Google Apps for Education
  • Experience with cloud-­based customer service systems such as Zendesk
  • Experience with cloud­-based asset management systems such as SAManage
  • Experience with learning management software such as Canvas
  • Experience with mobile device management solutions such as FileWave
  • Experience working with students

Working Conditions:

  • General indoor school environment
  • Work may require standing and walking for up to 20% of the time
  • Working environment does not generally include hazardous or unpleasant conditions caused by excessive noise, dust, etc.

Essential Physical Requirements:  

  • Ability to lift up to 50 pounds