Technology Support Associate

HERITAGE CHRISTIAN SCHOOL

TECHNOLOGY SUPPORT ASSOCIATE

POSITION OBJECTIVE: The Technology Support Specialist provides front-line, on-site technical support to faculty, staff, and students by managing help desk requests, maintaining end-user devices, and supporting core technology systems. This role ensures reliable access to instructional and administrative technology by delivering timely issue resolution, consistent device deployment, and accurate documentation. Responsibilities include supporting desktops, laptops, printers, mobile devices, and related hardware/software, as well as troubleshooting and resolving client-based software and operating system issues to maintain effective day-to-day operations in support of the school’s educational mission.

QUALIFYING CHARACTERISTICS: The employee must be a Christian with an authentic and a mature personal relationship with Jesus Christ, who agrees to the HCS Statement of Faith, Charter of Core Values and Employee Covenant in both their professional conduct and personal lifestyle. The employee is committed to incorporating these qualities and standards in carrying out the calling to Christian education. In addition, the ability to establish and maintain excellent working relationships, representing Christ and HCS professionally and positively with the HCS community-at-large, including faculty and staff, Board members, parents, volunteers and others is crucial to the success of this role.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS: 

• High school diploma required.

• Associate’s or Bachelor’s degree in Information Technology or related field preferred; equivalent experience considered.

• 1–3 years of help desk or technical support experience

• Must be familiar with Google Applications

• Must be familiar with Windows-based computers; familiarity with Apple-based computers is a plus

• Must be familiar with iPads

• Experience with device imaging, software deployment, and ticketing systems preferred.

• Basic understanding of user account management (e.g., directory services, email systems).

• Experience in a school or educational environment is a strong plus

ESSENTIAL SKILLS AND ABILITIES:

• Customer Service Orientation: responsiveness, professionalism, and clear communication.

• Attention to Detail: accuracy in ticket documentation, system configuration, and inventory tracking.

• Adaptability: Responds to changing technology needs and supports a dynamic academic calendar.

• Collaboration: Works effectively with faculty, staff, and technology team members to support instructional and operational needs.

• Organization & Time Management: Effectively prioritizes multiple requests in a fast-paced school environment.

• Teamwork: ability to work with others toward a shared goal

• Technical Troubleshooting: problem-solving to diagnose and resolve hardware, software, and access issues.

MAJOR RESPONSIBILITIES: 

Help Desk Support

• Respond to incoming support requests via phone, email, or ticketing system in a timely and service-oriented manner.

• Troubleshoot and resolve technical issues related to hardware, software, systems access, and basic network connectivity.

• Escalate complex or unresolved issues to appropriate technology staff or vendors.

• Perform user account administration, including password resets, account unlocks, and access support.

• Maintain accurate and complete ticket records, including issue details, troubleshooting steps, and resolution outcomes.

Hardware & Software Support

• Image, configure, and deploy company-issued computers and devices in accordance with established standards.

• Assist with system setups, workstation deployments, and device lifecycle management (deployment, replacement, and retirement).

• Install, configure, and maintain approved software applications.

• Apply system patches, updates, and security configurations to ensure compliance with organizational standards.

• Support classroom and office technology to ensure operational readiness for instruction and business functions.

Documentation & Asset Management

• Record and maintain all user interactions and technical issues within the help desk ticketing system.

• Develop and maintain documentation for technical procedures, troubleshooting steps, and known issues (knowledge base).

• Assist in maintaining clear, standardized IT processes and procedures.

• Maintain accurate inventory of technology equipment, including tracking device assignments, status, and lifecycle.

The above description covers the most significant duties performed, but does not restrict the administration’s right to assign or reassign other reasonable duties, responsibilities, or expectations to this job at any time, with or without advance notice.  The information contained in the job description is for compliance with the Americans with Disabilities Act and is not an exhaustive list of the duties performed for this position.  Additional duties are performed by the individual currently holding this position, and additional duties may be assigned.

PHYSICAL REQUIREMENTS: Ability to sit, stand, and walk for extended periods throughout the workday. Ability to lift, carry, and move technology equipment up to 30–50 pounds (e.g., computers, monitors, printers). Manual dexterity to install and configure hardware components and peripherals. Ability to work in various environments, including classrooms, offices, and server/storage areas.

WORK ENVIRONMENT:  School-based environment supporting classrooms, administrative offices, and common areas. Regular interaction with faculty, staff, and students in both instructional and operational settings. Work schedule generally aligns with the academic calendar, with occasional after-hours or summer support for system updates, deployments, or projects.

WORK SCHEDULE:  12-month position (does not follow the academic calendar). School year schedule: Mon-Fri, 7:30 a.m. - 3:30 p.m., Summer schedule and hours are flexible.