IT Services Support Technician

POSITION OVERVIEW

The Westminster Schools is committed to providing the best technology resources and solutions to support the school's mission. The IT Services department is responsible for monitoring the school's technology needs, evaluating new and emerging technologies, and providing the necessary resources to enhance communication for all members of the school community. The IT Services department is also responsible for supporting professional development on integrating technology in the classroom, while maintaining the necessary equipment to meet the school's academic and administrative needs.

The IT Services Senior Support Technician oversees overall technology support, including vision and service-level agreements. He or she reports directly to the Chief Information Officer, serves as a leader of the information technology support team, and works closely with other members of the Support Technician team and the IT Services department to deliver the expected strategic benefits to Westminster Schools. This position offers efficient, flexible project management and support services, with a strong commitment to exceptional customer service and to ensuring user satisfaction as the ultimate goal.

Supervisor: Chief Information Officer

Supervisory Responsibilities:  None

Position Status:  Salaried, non-exempt, full-time, regular, 12-month

Hours of Work: Typical hours are 7:30 am to 4:00 pm, Monday through Friday.  Some weekend and evening work will be required. This is an in-person, on-campus position. Regular on-site attendance during scheduled work hours is an essential function of the role. 

REQUIREMENTS AND QUALIFICATIONS

The requirements below outline the knowledge, skills, and abilities expected of a successful candidate.

• High School diploma required; Bachelor's degree (B. S.) from a four-year college or university preferred; two to four years related experience as follows:
• 3 years of responsibility in customer service, help desk, network support, or desktop support is required
• 3 years of experience and working knowledge of fundamental operations of relevant software, hardware, and other related equipment
• 3 years minimum required experience with all Apple hardware, macOS, iPadOS, and iOS
• 3 years minimum preferred experience with Google Workspace, including Gmail and Google Drive
• 2 years of minimum preferred experience with Microsoft Windows operating systems
• 2 years minimum required conducting technology projects and upgrades
• Preferred certification in Apple and Microsoft integration or comparable skills and experience
• Preferred certification or experience in JAMF or other mobile device management
• Experience with a ticketing system for request assignment, tracking, escalation, and reporting.
• Experience with typical classroom and office technologies, such as projectors, telephones, printers, copiers, etc.
• Excellent customer service orientation and ability to work as a flexible, collaborative, and supportive team member, while excelling in a fast-paced service environment.
• Ability to work effectively in a shared office environment while maintaining professionalism, collaboration, organization, and respect for coworkers.
• Intellectual flexibility, technical curiosity, a sense of humor, and the ability to learn independently. 
• Experience communicating and working in an environment with diverse cultural backgrounds

ESSENTIAL RESPONSIBILITIES

• Implements a strategic support service model in conjunction with IT Services leadership
• Manages, coordinates, and prioritizes urgent and complicated support items and projects
• Partners with vendors and communicates with third-party supported systems
• Manages at a minimum one major school-wide technical initiative or product
• Makes recommendations for improvements in workflow and processes
• Maintains technology inventory in the course of conducting work
• Manages hardware asset diagnosis, repair, RMA, and insurance cycles, and contacts appropriate service vendors when necessary.
• Responds to end user requests for technical support; End user defined as: Faculty, Staff, Students, and the Parents of Students
• Fields requests from end users via telephone, email, in-person, and video conference in a highly service-oriented manner
• Troubleshoots, diagnoses, and resolves hardware/software issues related to users and services by analyzing user descriptive input and analytical observation
• Performs new system builds, upgrades, configurations, maintenance, and tuning
• As part of a team, monitors and responds as needed on a 24/7/365 basis
• Supports new system design and deployment projects
• Documents processes and procedures as developed and/or required, and follows established ones.
• Provides end-user training, individually and in groups, to address or in anticipation of support needs; identifies and escalates observations about systemic training needs to leadership
• Researches, resolves, and responds to complex end-user issues 
• Tests solutions to ensure the problem has been adequately resolved.
• Performs post-resolution follow-ups to end-user requests to ensure customer satisfaction
• Escalates and dispatches problems to support personnel when appropriate via proper escalation procedures
• Becomes well-versed with common problem inquiries and can provide immediate solutions
• Maintains a consistent on-campus presence and works collaboratively with team members to provide responsive, in-person technology support to the Westminster community.
• Maintains knowledge of existing platforms, services, and new products that support the school enterprise
• Responds, logs, and updates requests through the assigned ticketing system, phone, and in person
• Participates in professional development opportunities as directed
• Collaborates with fellow team members
• Performs other duties as assigned.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this position, the employee is required to sit; stand; walk; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, and crawl; talk and hear; engage in moderately strenuous physical activity both indoors and out. The employee may occasionally lift or move up to 50 pounds. Specific visual abilities required for this position include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The ability to become certified in CPR, AED, and First Aid is required.

While performing the duties of this position, the employee may occasionally be exposed to outside weather conditions and frequently walk on slippery or uneven surfaces.  The noise level in the work environment is often loud.

Westminster is a drug-free, smoke/vape-free campus.

TRAVEL

Travel is primarily local during the regular business day.  Overnight and out-of-area travel may also be required, primarily for planned events, conferences, and professional development opportunities.

Driving a Westminster vehicle may be required for this position.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Westminster is committed to the principle of equal opportunity in employment.  It is Westminster’s policy to provide equal employment opportunities and administer terms and conditions of employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran under applicable federal, state, and local laws.  EOE/M/F/D/V.