Tech Support Specialist

Indianapolis, IN - Monument LCS

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Job Description

A Lighthouse Academy Tech Support Specialist provides technical services, support, and training to Lighthouse Academies, Inc. faculty, students, and staff using desktop/laptop computers, applications, and network–based services. The Tech Support Specialist actively contributes to the formulation of technical standards and practices relating to all aspects of desktop/laptop computing at the academies.  This position is responsible for providing an extremely high-level of customer service. All Tech Support Specialists’ actions must always be aligned with our mission, vision, core values and education program. The essential functions for our tech support specialists are as follows:

  • Install, configure, maintain, repair and upgrade computer software, computer hardware, and related peripherals.

Examples of Work:Loads peripheral equipment with selected applications, back-up applications and virus prevention software applications on each computer and tests prior to authorizing use.

  • Provide training and instruction on the use of hardware and software to school staff.

Examples of Work:Conducts professional development workshops with teachers to improve the integration and use of technology in the classroom.

  • Troubleshoot and resolve hardware, software, and operating system problems that span a wide-range of complexity.

Examples of Work: Consults with staff about computer problems such as equipment performance, output quality, and maintenance schedule, and coordinates flow of work between shifts to ensure continuity and quick resolution of individual user operational problems.

  • Document troubleshooting processes, resulting problem resolutions, and other technology documentation.

Examples of Work: Ensures that all documentation for school-based technology is accurately maintained. This includes all troubleshooting procedures and problem resolutions.

  • Openly and broadly share problem resolutions.

Examples of Work: Resolves Helpdesk tickets and documents resolutions with sufficient detail for others to be able to use to resolve similar issues. Escalates larger technical issues to the Chief Information Officer.

  • Makes recommendations to the Chief Information Officer for system and infrastructure improvements.

Examples of Work: Periodically tests new and modified software and hardware installations including operating systems, backup, virus protection, file and document management, security and user authentication, and other technologies as needed.

  • Monitors the utilization of the school networks and makes recommendations to the Chief Information Officer to plan for and install adequate levels of resources to meet the needs of the schools.

Examples of Work: Coordinates the integration of multiple hardware and software technologies in networked environments.

  • Participate in planning for, selection and implementing systems for the company and the schools.

Examples of Work: Serves as the contact with hardware and software vendors as appropriate.

  • Responsible for account managementof email, SharePoint and domain services as specified by the Chief Information Officer.

Examples of Work: Ensures that all users have systems access as appropriate for their position within the school.

  • Completes Active directory administration.
  • Resolves issues in a timely fashion.
  • Works with and supervises external vendors.
  • Travel as necessary for network wide events and training sessions.
  • Completes other duties related to this position that may be assigned. 

 

  

Skills/Requirements

 

Education: Bachelor's degree in an appropriate discipline or equivalent experience. 

CORE COMPETENCIES:

  • Functional/Technical Expertise
  • Customer Orientation
  • High Standards& Results Orientation
  • Communicativeness
  • Problem Solving & Decision Making
  • Team Player

EXPERIENCE:

  • Three (3) years of experience supporting technology in an education environment
  • Demonstrated experience in creative problem solving in a team-based collaborative work environment
  • Strong interest in the application of emerging technological standards and providing functional high quality services is required
  • Ability to turn best practices into high quality, goal-driven results
  • Ability to work closely with a wide range of people including students, faculty, administrators and support staff who possess a wide variety of skills
  • Ability to fulfill a variety of functions in a team environment without direct supervision
  • Ability to perform to standard in a fast paced environment

 

KNOWLEDGE & SKILLS:

  • Strong desire to work within an innovative, urban educational program
  • Excellent interpersonal skills, in person and on the phone, that allow for effective communication and interactions with individuals at all levels in the organization
  • Highly effective writing, oral and interpersonal skills to communicate with a varied audience
  • Knowledge of the following technologies
    • IP services
    • LAN protocols
    • Wireless protocols
    • VOIP
    • Microsoft SharePoint
    • Active Directory
    • Server administration
  • Proficient in Excel and Word, as well as other data management/computer tools 

 

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