In-School Support Specialist Level 2

JOB SUMMARY: Under the supervision of the Supervisor of Technology, the In-School Support Specialist Level 2 is responsible for providing ongoing technical support and maintenance of technology services across all school facilities. This role involves troubleshooting hardware and software issues, ensuring the smooth operation of technology resources, and assisting staff and students with their technology needs.

QUALIFICATIONS:
Education: High school diploma or equivalent; an Associate's degree in Information Technology, Computer Science, or a related field is preferred.
Experience: Minimum of 2 years of experience in a technical support role, preferably in an educational environment.
Technical Skills: Proficiency in troubleshooting and repairing hardware and software issues; knowledge of Windows and Mac operating systems; familiarity with network protocols and infrastructure.
Communication Skills: Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users.
Problem-Solving: Strong analytical and problem-solving skills; ability to work independently and manage multiple tasks simultaneously.
Customer Service: Demonstrated commitment to providing high-quality customer service; patience and professionalism in interactions with staff and students.
Certifications: CompTIA A+, Network+, or other relevant certifications are a plus.

ESSENTIAL FUNCTIONS

Technical Support: Provide on-site and remote technical support for all school facilities, addressing issues related to hardware, software, networking, and other technology systems.
Troubleshooting: Diagnose and resolve technical issues with computers, tablets, interactive whiteboards, projectors, printers, and other educational technology equipment.
Maintenance: Perform regular maintenance and updates on technology equipment to ensure optimal performance and security.
Installation: Install and configure new hardware and software, ensuring compatibility with existing systems and adherence to district standards.
Students and Staff: Assist staff and students with technology-related questions and issues, providing guidance and training as needed.
Documentation: Maintain accurate records of all support requests, resolutions, and maintenance activities using the district's ticketing system.
Inventory Management: Monitor and manage inventory of technology equipment, ensuring proper tracking and availability of resources.
Collaboration: Work closely with other members of the Technology Department to coordinate efforts and share knowledge.
Compliance: Ensure all technology use complies with district policies and procedures, including security and data privacy regulations.
Project Support: Assist with technology projects and initiatives as directed by the Supervisor of Technology, including upgrades and new deployments.
Physical Requirements: Ability to lift and move technology equipment around 50lbs; standing, walking, bending and occasional climbing ladders.
Work Environment: Primarily based in school facilities; may require travel between schools within the district.
PAY & HOURS: This position is a 12-month position with a minimum of 37.5 hours per week. Caroline County Board of Education, Support Services Personnel Salary Schedule. Placement on the appropriate salary lane/step will be based on knowledge, experience, skills, and training related to this position.