Education Technology Support Specialist

Employment Type: Contract-to-hire

Workplace Type: Onsite

Location: Culver City, CA

Industry: Education (7-12 Secondary School)

Compensation: $75-85k

POSITION OVERVIEW:

The Student Technology Support Specialist reports to the Director of Information Systems and assists in the support of all projects aligned to the school's Technology Plan. The Student Technology Support Specialist is responsible for deployment, configuration and maintenance of all iPads and Apple TVs, as well as providing 1st level customer service for calls received via the Helpdesk. This position will be responsible for developing working deployment plans using Apple School Manager and JAMF Pro. They will be able to troubleshoot all hardware, operating systems, networks, Wi-Fi, PC & Mac software, audiovisual, and printing issues. They will be able to effectively prioritize and escalate helpdesk calls, and provide support for presenters, events, activities, clubs, functions, and summer programs.

The Student Technology Support Specialist will be responsible for supporting the school's technological effectiveness and enhancing its academic and community mission. The Student Technology Support Specialist will demonstrate and exercise leadership in the following key functional areas:

DUTIES & RESPONSIBILTIES:

Key Functional Areas:

• Implementation and support for existing and new campus technologies.
• Recommending best practices that balance the benefits of innovation while remaining consistent with the school's objectives, mission and strategic plan.
• Understanding and promoting the use of information and communications technologies to support differentiated learning and individual learning styles, both within the school and in the regional/national professional community.
• This is a position that requires excellent skills in clear communication, interpersonal exchanges with colleagues, managing expectations, tact, patience and a service-oriented attitude. A good strategic sense, sound technological judgment, and exceptional interpersonal skills are all important to the success of the Student Technology Support Specialist.

Technology Support:

• Provide faculty and staff support for educational and administrative technology in an iPad 1-to-1 environment.
• Serve as the primary contact for students with a wide range of technological needs; be available to help during student free times such as before school, lunch, etc.
• Ensure the mobile device software and hardware operate smoothly on campus and in the classroom environment.
• Configure and maintain all iOS devices, including student and faculty iPads and Apple TVs; deploy iOS apps as requested and required by faculty and students.
• Manage and maintain iOS inventory, device assignments, device and accessory overstock, replacements, etc.
• Manage Apple/Mac devices with JAMF Pro Mobile Device Management (MDM) system.
• Support the iPad ordering process, sets up and configures iPads.
• Deploy education technology software for students using a device management system, configures various student accounts, and facilitates the distribution of apple devices.
• Update and establish standard procedures/guidelines every quarter
• Identify and resolve device failures or performance issues; if no resolution can be met, reaches out to various support avenues.
• Handle all Apple Cares related to the iPad program (ie. iPad, keyboard, etc.)
• Assist in end-of-lease cycle procedures, collection, and management of devices, including maintaining an inventory of all peripherals relating to mobile equipment.
• Utilize Apple School Manager (ASM) for Device Enrollment Program (DEP) and Volume Purchase Program (VPP)
• Work with the Helpdesk team to identify and mitigate technology issues for faculty, staff, and administrators.
• Provide 1st-level customer service for all calls received via the Helpdesk.
• Provide support for presentations, events, and functions (this will require an occasional shifting of hours)
• Provide support for activities, clubs, and summer programs.
• Assist with troubleshooting and maintaining campus-wide networks (wired and wireless) and setup and support Audio/Visual technology.
• Other duties as assigned by the Director of Information Systems

Campus Support:

• Create a welcoming environment in the Help Desk area that reflects the school's mission, as a college preparatory school, to challenge each student to achieve academic excellence within a nurturing atmosphere.
• Advise the Director of Information Systems on advancements in fields related to campus technology.
• Maintain current awareness of the rapidly changing technological environment.
• Train individuals on new or existing technologies.

REQUIRED QUALIFICATIONS:

• Bachelor's Degree in Information Technology, Information Systems, Education Technology, Computer Science, or Education or a related field (desired)
• 2 years of expeirnece working in a Technical Support or Education Technology role in the education vertical (required); experience working in a Secondary or Preparatory School (preferred work experience in a relevant field.
• Proficient at configuring, supporting, and troubleshooting Mac OS, Windows OS, iOS, Microsoft Office 365, and Google Workspace/Suite in an education.
• Managing and maintaining mobile devices and tablets with Mobile Device Management systems; JAMF Pro preferred
• Knowledgeable and skilled at troubleshooting and support Apple devices (i.e., iPads and Apple TVs.
• Experience working with Device Enrollment Program (i.e. Apple GSX) and expeirnece ordering, tracking, and replacing Apple/Mac technology assets.
• Ability to deal effectively with and represent the school to a wide range of groups and individuals.
• Agility to be self-directed, handle multiple tasks and priorities, solve problems, and work within a team environment.
• Strong verbal and written communication skills.

BONUS QUALIFICATIONS:

• Relevant technical certifications with Apple Products, MacOS/iOS, or JAMF
• Familiarity with Student Information Systems (i.e., Blackbaud, Canvas) and Library Management Systems (Follett).
• Exposure to networking and communications technology, such as switches, Wifi, and Firewalls.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.