Technology Assistant

» Technology Assistant
Information Technology
in Minneapolis
, MN
Reference: 19-03239

Description: 

The Technology Assistant will be the first point of contact for technology questions to assists students, faculty, and staff with technology needs in our upper school (US) serving students in grades 9 – 12. This contract position will directly report to the Upper School Support Services Technician and work closely with the Teacher Librarian, Associate Librarian, and Computer Science Teacher and Digital Learning Specialist to provide daily support to students and faculty using library and media center resources, laptops, and classrooms. The Upper School Library and Media Center support 530 students and 70 employees in grades 9-12. The ideal candidate will have experience diagnosing Apple’s hardware, software, network, and providing audio/visual support in classrooms and enjoy working in a collaborative library media and school environment. The candidate will provide exceptional customer service to student, employees, and community users of technology. Our client is particularly interested in candidates who will enrich the diversity of identity, lived experience, and thinking that makes a community strong and empowers students to engage across differences.

Essential Functions and Responsibilities:

  • Provides first level support for Apple computers, software, network and peripheral equipment
  • Support digital content, software and classroom technology needs
  • Troubleshoot device amd audio/visual issues in the classrooms, and as needed
  • Support printing systems such as PaperCut FollowMe, Konica Copiers, and HP Printers
  • Assist in the coordination of broken devices, replacement of accessories, and recovery of stolen devices
  • Maintain high success rate of incident resolution on the first call or walk-up support
  • Collaborate with internal and external service providers (ISS, software, and hardware vendor support), using a Zendesk service portal and escalate issue when technical solutions are required
  • Coordinate with Support Services for deployment of management updates to devices
  • Collaborate with users on best practices for the use of and mobile device management software
  • Provides supervision and assistance in the library media center including circulation and operations
  • Maintain excellent communication and coordination with media and technology team
  • Maintain inventory, storage, and maintenance for computers and other technology equipment, so that accurate records and supplies are maintained and up to date
  • Maintain and contribute to technology knowledge database
  • Perform other duties as apparent or assigned

Education:

  • B.A. or vocational trade school with advanced training (or equivalent) and certifications related to technical support and IT systems

Experience:

  • At least two to three years of technical support and experience in Apple with technology service desk support

Skills, Knowledge, and Abilities:

  • Two years related Apple computer experience supporting/troubleshooting computer hardware, software, and connectivity, either on-the-job training, technical school or college coursework
  • Detailed working knowledge of supporting MacOS X devices, operating systems, and software
  • Knowledge and ability to support interactive whiteboards, classroom amplification systems, printers, document cameras, LCD projectors, DVD players, digital cameras, video cameras, and other technology
  • Exceptional customer service orientation with a passion for working with students, faculty, staff, and families; conduct interactions in a friendly and professional manner
  • Ability to effectively assist technology users, both staff, and students
  • Ability to communicate technical items to others with varying technical skills
  • Knowledgeable of new devices, computer, video, communication, and web-based technologies
  • Evidence of strong written, oral and interpersonal communication skills
  • Evidence of ability to prioritize, work under pressure and handle multiple tasks simultaneously
  • Accurate and thorough, with strong organizational skills
  • Strong initiative and problem-solving skills
  • Ability to plan, prioritize and complete assignments with minimum supervision
  • Ability to work independently as well as a team player
  • Ability to understand and follow data privacy rules and regulations related to students and staff
  • Knowledge of and experience in the use and support of multiple technologies in an educational setting along with a demonstrated aptitude and enthusiasm for learning new technologies
  • Must have the ability and proven record of reporting to work on a regular and punctual basis

Preferred Qualifications:

  • High school degree, GED, or equivalent education in a related field
  • Experience in using technology to support teaching and learning
  • Experience with technology-based teaching and learning resources such as Google Apps for Education (Gmail, Calendar, Docs/Drive, Groups, and Sites), LMS (Canvas), Organizational Management (Hapara)
  • Experience with cloud-based customer service systems such as Zendesk
  • Experience with cloud-based mobile device management system such as Jamf Pro
  • Experience with cloud-based inventory, asset, and contract management systems such as Samanage
  • Reliable transportation between campuses may be necessary occasionally
  • Understanding and appreciation for the mission of an independent school

Relationships:

  • Reports to Upper School Interactive Technologies and JNA Coordinator and Support Services Technician
  • Coordinates with Teacher Librarian, Associate Librarian, and Computer Science Teacher and Digital Learning Specialist and the Information Support Services team including Administrators of servers, systems, networks, and databases

Working Conditions:

  • General indoor school environment