Provide tech support for nearly 550 teacher and student devices at the Upper School Tech Stop. Work with a team of student Tech Interns and the technology department focused on supporting hardware and software issues on Microsoft Surface PC tablets, Promethean interactive boards, projectors, and other technology devices.
As a community, TCA is committed to pursuing God's truth in a digital culture. Through e4, TCA will equip our learning community with the technological resources to further engage our students, enhance curriculum and enable all learners to use technology well and wisely.
- Manage the flow of inventory in the Upper School Tech Stop which is where students and teachers bring their mobile devices for repair and training. The process includes device imaging, repairs, and wiping obsolete devices.
- Maintain safety stock of devices and peripherals so that no customers are without a device.
- Collaborate with the technology support team to design computer images, infrastructure, and end-user training to support learning.
- Coordinate repair process with Microsoft.
- Setup and provide loaner devices for teachers and students when needed.
- Respond to user inquiries using a tech-request system; provide technical assistance, information and written technical support.
- Maintain the Tech Stop database. Track monthly failure data and analyze trends using Excel.
- Determine root cause of common failures and determine corrective action. Propose system wide changes when necessary.
- Collaborate with the Educational Technology Specialist to create monthly Tech Tips for students and teachers.
- Collaborate with teachers and administration to support the e4 mission statement in the classroom.
- Help the Educational Technology Specialist oversee the Tech Intern students.
Required Education, Experience and Qualifications
- Experience supporting and troubleshooting Windows devices including basic hardware and software.
- Experience managing in a customer service environment.
- Knowledge of Microsoft O365, Teams, OneNote, Outlook, Word, PowerPoint, and Excel.
- Maintain cybersecurity and confidentiality protocols.
- Excellent verbal and electronic communication skills. Must be able to comfortably and effectively communicate and collaborate with co-workers on a team. Ability to listen, access, advocate and be open to differing opinions and learning styles.
- Strong attention to detail. Ability to follow specific processes with high quality output.
- Proficient time-management skills. Must be able to efficiently manage and schedule multiple tasks and high priorities with minimal supervision and prioritize customer needs.
- Ability and willingness to learn new technologies and procedures quickly and passionate about sharing appropriate usages and techniques with others.
- Exemplary customer service skills and approachable disposition.
- Ability to respond quickly to online technology requests.
Physical, Mental and Environmental Requirements
- Normal physical demands of working with technical equipment.
- Must be able to give, receive and analyze information, prepare written materials and input information into a computer.
- Must be able to effectively communicated with colleagues, students and parents, answering questions in a professional and friendly manner.
Position: Technology Support
Reports To: Director of Technology & STEM
Start Date: January 3, 2023
Hours: Full Time - 10 months
Salary: Commensurate with experience
Benefits: Health, life, dental and vision insurance - Employer-funded retirement plan - 403b retirement plan - Tuition remission - Sick and personal days
The intent of this posting is to provide a representative summary of the major duties and responsibilities performed by employees of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.