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