The successful candidate will serve as the technical support specialist for Uplift’s various campuses and other technology related duties as assigned. As part of a small internal IT staff, this team member may also have small procurement duties, training and documentation responsibilities. Senior Director will have input in the hiring and review process.
ROLE & RESPONSIBILITIES
- First point of contact for all campus end user issues
- Printing issues
- Desktop /Laptop issues
- Email issues
- Instructional technology support
- Campus/CMO IT liason
- Setup client side printing and troubleshoot various client side printing issues. Escalate advanced printing issues to centralized IT team
- Execute the deployment of client side computer standards as set by the centralized IT team
- Client side computer deployments, including imaging process
- Networking support
- Security practices and procedures
- Answering, evaluating, and prioritizing requests for assistance from users experiencing problems with software and other computer-related technologies.
- Logging and tracking requests using help desk software, maintains history records, and related problem documentation
- Assist in planning for effective implementation of technology to meet student and staff needs
- Demonstrate on a regular basis the use of technology in the classroom to improve teaching and learning (iShine, Microsoft applications, etc…)
- Provide sustained, in-depth professional development for campus staff which focuses on the integration of core IT software, i.e. Microsoft software suite, Apple/Mac software suite where applicable
- Make continuous improvements in self-development, key processes, techniques, and procedures related to the instructional technology support
- Participate in collaborative processes to develop campus improvement plans and campus technology plans
- Assist in orienting new campus staff
- Occasional district-wide travel; occasional prolonged and irregular hours
- Maintain current knowledge and skills through in-services, workshops, and/or seminars.
- Self-discipline, the ability to prioritize tasks, and a detail-oriented working style.
- Ability to learn from experience and informal/formal instruction.
- Humble attitude about knowledge limitations, know when to ask for help.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
- Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
- Serves as the conduit between the customer community (internal and campus customers), software vendor support and the IT team
- Excellent oral communication, listening, interpersonal, and written communication skills; maintain emotional control under stress
- Willingness to share knowledge with team members, leaders, and users
- Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand
- Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner
- Demonstrate the ability to support the latest Microsoft operating systems and Office suite of applications
- Understand and able to support Mac OS
- General understanding of networking concepts, TCP/IP required
- Ability to work effectively with software vendor support to ensure Uplift’s needs are met on a timely basis
- Know how and when to escalate issues and problems to supervisor and software vendor management
- Must have aptitude for problem solving - ability to analyze and solve problems, think logically and creatively, follow established procedures, with the commitment to see the problem through to resolution
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to prioritize a workload with multiple tasks and multiple demands and meet due dates
- Develop and continually improve professional skills appropriate to job assignment
- Demonstrate behavior that is professional, ethical, and responsible with student achievement as the top priority
- Knowledge of curriculum and instruction (preferred)
- Experience using technology to improve teaching and learning
- Excellent knowledge of computer applications (multi-platform preferred)
- Knowledge of TEKS, district curriculum, expectations, and national standards (preferred)
- Be able to work effectively in a
EDUCATION and/or EXPERIENCE
- High school diploma or general education degree (GED)
- 1 to 3 years’ related experience and/or training; or equivalent combination of education and experience
- High degree of proficiency in MS Office applications and MS operating systems
- Proficiency in DHCP, WINS, DNS, TCP/IP
- Familiarity with software support from 3
- Expectations to learn new skills and acquire relevant industry certifications
- Bachelors Degree – applicable major preferred (Management Information Systems, Computer Science, Business Management, Project Management, Process Engineering)
- 1 or more years experience in education sector
- Microsoft certifications
- Mac OS experience
- Thin client experience (Citrix)
- Experience developing workflows and process documentation
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Satisfactory criminal records check, pre-hire and annually thereafter, if applicable. Must be eligible to work in theUnited Statesand provide work authorization.
Ability to read, analyze, and apply common sense understanding and to carry out instructions in written or oral form. Ability to set priorities. Ability to communicate with all levels of personnel, students, and parents.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
To perform this job successfully, an individual should be competent in Microsoft Office applications and ability to learn and use computer software as necessary. Ability to use basic office equipment.
SAFETY DUTIES & RESPONSIBILITIES
Every employee of the School has an obligation to know our safety rules and procedures; to teach what they know to others; to recognize unsafe actions and situations; to warn others of unsafe situations; to react to emergency situations and to report hazardous or unsafe practices to those in a position to correct them.
PHYSICAL / MENTAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee is regularly required to sit and use the wrists, hands and/or fingers. The employee is occasionally required to stand; walk; climb or balance. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Work at a desk and computer screen for extended periods of time.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level is low to high and may have frequent interruptions. There may be activity from other employees and students of a distracting nature.