Technology Support Specialist

The Technology Support Specialist provides year-round Tier 1 and Tier 2 end-user support to Walpole Public Schools staff and students. The primary responsibilities include supporting computer and peripheral deployment and repair, software installations, communication systems such as phones, bell/clock/paging systems, security cameras, and moderate network troubleshooting. The Technology Support Specialist will routinely troubleshoot complex equipment and application issues, such as specialized labs and hardware, utilizing software for atypical applications such as CAD, Adobe, high-end video production, and network issues.

Reports To: Director of Digital Learning & Technology and Building Principal

Start Date: Effective immediately - 40 Hours, Full Year

Union: Non-union

Compensation: Commensurate with experience

Responsibilities include:

• Provide approachable end-user support to staff and students by troubleshooting and resolving hardware issues with Chromebooks, PCs, Macs and other devices

• Actively monitor the Help Desk and respond to issues in a timely manner
• Setup, distribute, maintain, and collect Chromebook, Windows, MacOS and iOS devices in 1:1, classroom cart, and office deployments
• Perform physical device repairs such as replacing screens, drives, RAM, and other other device parts
• Adjust and configure operating systems (Windows, Chrome, MacOS, and iOS) as needed to repair or maintain hardware
• Maintain and deploy PC images and schedule re-imaging to optimize performance
• Maintain accurate, centralized device inventories and record-keeping through district tools
• Provide first-line support and maintenance of classroom technologies such as projection systems, voice amplification systems, document cameras, printers, and other A/V equipment and peripherals
• Provide first-line support and maintenance of technical systems such as VoIP phones, bell/clock/paging systems, security cameras, and VAPE detectors
• Assist network administrator in troubleshooting building network and Wi-Fi connectivity issues
• Repair and/or relocate data cables, A/V cables or network drops to accommodate changing needs
• Support other departments with computer-based infrastructure such as lighting, HVAC, and food service systems
• Troubleshoot software issues with Google Workspace, Microsoft Office, and other applications
• Work with IT colleagues and Digital Learning Coaches to support teachers and students with hardware, software, and connectivity
• Provide technical and software training to staff as needed
• Model and promote safe cybersecurity practices
• Support standardized testing needs with both device preparation and user support
• Provide support in schools/buildings across the district, as directed by the Director of Digital Learning and Technology
• Other tasks and responsibilities as assigned by the Director of Digital Learning and Technology and building Principal

Qualifications and characteristics include:

• College degree related to IT systems
• IT computer certification (CompTIA A or comparable) desirable
• Microsoft, Apple, Google and/or similar certification(s) desirable
• 2 years experience deploying and repairing Chromebook, Windows, MacOS, and iOS devices and peripherals
• 2 years experience troubleshooting and solving issues related to projectors, flat panel displays, printers, A/V equipment and other classroom technologies
• Working knowledge of current standard productivity and school-based software such as Google Workspace, Microsoft Office, Adobe Suite, Aspen SIS
• Working knowledge of current IT systems software such as Active Directory, Destiny Resource Manager, Freshworks, PDQ, Jamf
• Working knowledge of basic network configurations, troubleshooting, and application management
• Ability to lift, carry, and install equipment and peripherals weighing up to 50 pounds
• Ability to safely access normal ceiling heights and floors to dismount and/or perform maintenance on installed projectors, wireless access points, network cables, etc.
• Ability to effectively communicate with all levels of users, including both staff and students
• Ability to work independently and collaboratively
• Ability to learn new systems and techniques and adapt to changing needs and requirements
• Strong problem-solving skills and time management skills
• Ability to seek assistance when needed
• Maintain high degree of confidentiality in all interactions with staff and students
• Positive, customer-service attitude towards problems and their solutions
• Strong team ethic and sense of collaboration to support the staff and students
• Ability to travel to school sites as needed; valid Massachusetts driver’s license required.