Customer and Technical Support Specialist

Customer & Technical Support Specialist Reports to: Director of Technology Job Goal To serve as the first-level support specialist for technical assistance, providing exceptional customer support to district staff and students. This role focuses on resolving software application issues, performing initial technical troubleshooting, managing the technical setup and configuration for onboarding and offboarding employees, and ensuring a seamless end-user experience across all technology platforms. Qualifications High School diploma or equivalent work experience. Experience providing exceptional customer support to individuals with varying levels of technical knowledge. Ability to communicate effectively (oral and written) and work cooperatively and collaboratively with staff, students, parents, and community. Experience or basic understanding of troubleshooting diverse software applications and web-based platforms, such as student information systems, human resource management solutions, Google Workspace, etc. Performance Responsibilities Serve as the first-level support specialist for all software and technical support requests by fielding incoming help requests via ticket system, phone, and email in an efficient and courteous manner. Escalate unresolved or complex issues to Tier 2 or Tier 3 team members when appropriate. Troubleshoot application access issues, including Single Sign-On (SSO) and various other integrations. Manage and maintain staff and student accounts across various educational and administrative applications. Manage the technical setup and configuration for onboarding and offboarding employees. Perform website and staff training platform management tasks. Record, track, and document the Help Desk request process through to final resolution. Utilize remote access tools and problem-solving strategies to resolve technical issues promptly. Apply basic hardware and connectivity troubleshooting to identify if software issues are device-related. Access knowledge bases and FAQs to aid in rapid problem resolution. Maintain clear documentation of technical issues and resolutions for the internal knowledge base. Perform post-resolution follow-ups to ensure staff, student, parent, and community satisfaction. Contribute to the continuous improvement of support protocols and user training materials. Perform other tasks and responsibilities as assigned by the Director of Technology. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to sit, stand, climb stairs, lift (ranging from 25-75 lbs), bend, pull, push, walk, kneel, crouch, and perform other physical tasks that may be required from time to time. Terms of Employment: Hourly, work year and working conditions to be established by the RSU 57 School Board. Evaluation: Performance of this job will be evaluated in accordance with provisions of the School Board's policy on evaluation. Note: The above job description reflects the general requirements necessary to describe the primary functions or responsibilities of the job identified and shall not be interpreted as a detailed description of all work requirements that may be inherent in the job, either at present or in the future. Equal Opportunity Employer: RSU 57 Massabesic School District is committed to maintaining a work and learning environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.