What are the responsibilities and job description for the Onsite & Software Support Technician position at Five Star Technology Solutions?
Onsite & Software Support Technician
This full-time position blends two of Five Star's part-time functions into a single role: on-demand onsite technical support for school buildings within a two-hour drive of the technician's home address, and remote software support for Five Star's software platforms and client districts.
The technician splits time flexibly between on-call/scheduled onsite dispatches and the remote software support ticket queue — weekly hours shift based on onsite dispatch volume and software ticket demand, totaling a full-time schedule. The role reports jointly to the Head of Onsite Services (onsite/on-call functions) and the Product Support Manager (software support functions).
The individual in this role must be equally comfortable in the field and at a desk — troubleshooting hardware and devices onsite one day, and resolving software and data-support tickets remotely the next. Strong communication, prioritization, and self-direction are essential, since workload and channel shift week to week.
Essential Functions
This full-time position blends two of Five Star's part-time functions into a single role: on-demand onsite technical support for school buildings within a two-hour drive of the technician's home address, and remote software support for Five Star's software platforms and client districts.
The technician splits time flexibly between on-call/scheduled onsite dispatches and the remote software support ticket queue — weekly hours shift based on onsite dispatch volume and software ticket demand, totaling a full-time schedule. The role reports jointly to the Head of Onsite Services (onsite/on-call functions) and the Product Support Manager (software support functions).
The individual in this role must be equally comfortable in the field and at a desk — troubleshooting hardware and devices onsite one day, and resolving software and data-support tickets remotely the next. Strong communication, prioritization, and self-direction are essential, since workload and channel shift week to week.
Essential Functions
- Provide Tier I onsite technical support during scheduled visits and on-call dispatches, responding to issues submitted by school staff and/or students.
- Coordinate availability and visit scheduling with the Head of Onsite Services, confirming visit windows, on-call windows, and expected response times.
- Perform computer imaging, software installations, technology inventory, and technology maintenance/repair during scheduled site visits.
- Troubleshoot and repair various devices and peripheral equipment, including but not limited to iPads, MacBooks, Chromebooks, Windows laptops, Windows desktop PCs, and interactive whiteboards.
- Support seasonal spikes — such as device deployment/collection or back-to-school setup — on an as-needed, scheduled basis.
- Provide technical support services for Five Star's software platforms via ticketing system, phone, and email.
- Work closely with school district personnel and team members to ensure timely, process-driven resolution of software issues.
- Access client assessment data from vendor sites and import files into Pivot; troubleshoot data file import issues on a client-by-client basis.
- Relay client feedback to the Product Support Manager to inform product enhancements.
- Participate in quality assurance testing of software solutions.
- Work within Five Star's ticketing system to log detailed notes for every interaction — onsite or remote — and escalate issues to higher-level support when necessary, collaborating until problems are fully resolved.
- Communicate clearly with school personnel regarding ticket/visit status, and with Five Star leadership regarding completed work and recurring issues.
- Attend software team meetings, weekly Experience team meetings, and Five Star's annual in-person conference.
- Experience troubleshooting hardware, software, and connectivity issues; a problem-solving mindset and customer service background with excellent communication skills.
- Previous experience working with data files from Microsoft Excel, including CSV files, and Google Apps (Gmail, Drive, Docs, Sheets) preferred.
- A valid driver's license and reliable transportation to travel within a two-hour radius of home address.
- Fulfill other duties as directed by the Head of Onsite Services or Product Support Manager.