Job Title: Technical Support Specialist

School/Institution: Abraham Joshua Heschel Day School

Location - Area: 17701 Devonshire Street

Job Description: The Technical Support Specialist role reports to the IT Manager and is part of Heschel’s Information Technology department. The team’s job is to maintain Heschel’s Information Technology Infrastructure and provide high quality customer service to the school’s constituents.

Summary:
The Technical Support Specialist provides first level technical support to Heschel’s students, faculty, staff, and parents for hardware and software. No two days in the job will look exactly the same, as the Technical Support Specialist will troubleshoot any problem that comes their way with empathy, ingenuity, and patience.

Most of the time will be spent monitoring Heschel’s help desk for email, phone, and walk-in support requests. While the role is based at a desk, this person will spend significant time resolving technical issues and configuring hardware in classrooms and elsewhere around campus. The Technical Support Specialist will also provide Audio/Visual support for school events.

While this is an entry level position, the role requires you to have excellent troubleshooting instincts, stellar customer service, and a technical background.

Requirements: What you’ll do:

• Technical Support (55%)
Provide first tier troubleshooting for all incoming help tickets related to hardware, software, and classroom technology (printers, projectors, etc.). Configure new devices, perform regular maintenance, maintain accurate asset management records, and submit warranty claims. Provide on-the-fly troubleshooting for devices and manage the loaner computer checkout/checkin process. Document processes and identify trends related to end user support. Escalate tickets as appropriate.

• Classroom Technology (15%)
Serve as first tier support for classroom technology, including printers, projectors, desk phones, charging carts, etc. Advise the IT Manager on recommendations for technology refreshes and repairs.

• User Account Administration (10%)
Assist users with password management and MFA enrollment. Provision and deprovision accounts in the event of timely requests in which the IT Manager is unavailable.

• Audio/Visual Support (10%)
Occasionally and as a backup to the Audio/Visual Specialist, prepare audio/visual systems for school events, including microphones and sound, projection and video, live streaming, etc.

• Network and Infrastructure Support (5%)
Assist with the wiring and configuration of networking equipment and endpoints. Provide first tier network connectivity troubleshooting. Serve as a backup technical resource for infrastructure issues when the IT Manager is unavailable.

• Cybersecurity (5%)
Participate in spam mitigation efforts and user education. Report any trends or issues to the IT Manager.

What you’ll bring:
• Knowledge of Windows and ChromeOS operating systems
• General knowledge in troubleshooting hardware, software, and network issues
• Ability to solve technical issues by researching the problem.
• Demonstrated ability to meet deadlines and navigate competing priorities.
• 0-3 years experience in Information Technology in a help desk or similar role (K-12 experience preferred)
• Bachelor’s degree or equivalent experience preferred.
• Strong communication and interpersonal skills
• Proficiency with some of the following technologies is a plus: Google Workspace, Blackbaud (or equivalent SIS/LMS system), Microsoft 365, Meraki, JumpCloud, Freshdesk, Zoom, Jotform.

Salary Range: $28-$32/hour
Please send resumes and cover letters directly to [email protected].

Type of School: Religious School

Part-time/Full-time: Full Time

Compensation: $28-$32 per hour

Benefits: Medical
Dental
Retirement
Flex Spending
Life Insurance
Vision

How to apply: via email
[email protected]