Information Technology Support Specialist

Information Technology Support Specialist – Full Time (12 Month)

Summary and Scope of Role

The Information Technology Support Specialist is charged with the technical support of Marburn’s programs, its students, their parents, faculty and administration. The Information Technology Support Specialist interfaces directly with internal employees and various departments, troubleshoots user desktop issues to resolution. Other areas of responsibility are break/fix, software/hardware upgrades, application installs, scripting, spreadsheet knowledge, and python coding. This position reports to the Director of Technology.

Responsibilities

School Culture and School Operations

  • Understanding of and a commitment to Marburn Academy’s Vision and Mission
  • Conduct self in presence of students, parents, and visitors in manner which models the Core Values and behaviors Marburn seeks to teach
  • Consistently and effectively use the conflict resolution
  • Develop and sustain relationships with colleagues, parents, and members of the Marburn Academy community that are professional, collegial, and collaborative
  • Manage confidentiality aspect of student, parent, and colleague relationships, and of internal Marburn affairs according to established school guidelines
  • Establish and maintain appropriate personal “boundaries” in relationships with students, parents, and colleagues
  • Attend and participate in professional development opportunities
  • Abide by all policies articulated in the Student and Employee Handbook and other school and board policies
  • Represent and support the school at various functions both internally and externally relative to the role of faculty member.
  • Effectively perform other duties assigned by the Head of School, Associate Head of School, and/or Division Head.
  • Support the school and its leadership
  • Serve on school-wide and standing committees as needed
  • Engage in continuous learning to maintain and enhance knowledge of subject area and pedagogy practices.

Information Technology Responsibilities

  • Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems
  • Respond to first-level helpdesk support via phone, email, or in person in a professional, confident, and courteous manner. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware or software, formulates diagnosis, and assists users through problem solving steps
  • Provides technical support to employees answering technical inquiries, diagnosing reported problems or configurations issues, recommending solutions, escalating when appropriate and following issues through to resolution
  • Assist the staff in creating data management templates through scripting, spreadsheets, and other data software
  • Assist in driving a cybersecure culture through knowledge of frameworks and staying up to date on security measures
  • Provide AV setup and support for virtual and live events
  • Promote and initiate a customer service philosophy
  • Serves, with the Director of Technology, as technical contact to vendors, and accompanies and
    verifies on-site vendor work and support
  • Research and contribute technical resolutions and process improvements via interaction in
    technical discussion and knowledge base documentation
  • Responsible for IT equipment and supplies procurement and recycling
  • Participate in Patch Management processes
  • Test software and hardware to evaluate ease of use and whether product will aid user in
    performing work
  • Write software and hardware evaluations and recommendations for management review
  • Develops training materials, such as exercises and visual displays
  • Perform preventative maintenance
  • Wireless device deployment and support for iOS
  • Mac OS, iOS, and Windows Enterprise/Microsoft Application Support
  • Assist in identifying trends in continuing hardware, software, or system problems

Qualifications, Education, and Skills 

  • Alignment with Marburn’s Mission and Core Values
  • High ethical standards, a sense of integrity, and respect for all of Marburn’s constituents
  • Strong interpersonal acuity and a proven ability to forge relationships with a large and diverse community of people
  • Strong written and verbal communication skills
  • Intelligence, critical thinking, focus, and creativity
  • Mac OS software and hardware deployment and support and iOS mobile software
  • Mobile device management, Meraki and Mosyle a plus
  • Experience working in Google Workspace, Apple environment and VOIP telephony
  • Experience in education software applications a plus
  • Ability to resolve problems while maximizing efficient use of computing resources
  • Wireless network connectivity and security
  • Minimum of Associate’s degree
  • A minimum 2 years of computer science or technical support experience preferably in an education environment
  • Cybersecurity certification and Google Professional Workspace Administration

Physical Requirement

  • Ability to stand, traverse, and present in front of the students for extended periods of time (two hours or more)
  • Ability to visually detect, observe and recognize
  • Verbally and audibly communicate and exchange information with ability to position oneself to do so
  • Ability to participate in outdoor activities of the school as needed
  • Ability to move, lift and position:
    • Regularly up to 10lbs
    • Frequently up to 11lbs-30lbs
    • Occasionally over 30lbs
    • Rarely up to 50lbs with assistance as required

Hours

  • Monday-Friday: 7:30am – 4:30pm with the staff member expected to be available, as needed, until 4:30pm for meetings with parents, teachers, administrators, or other duties.
  • Occasionally, the faculty member will be required to participate in certain activities such as field trips, afternoon or evening events, and overnight or weekend programs that will occur outside of the regular daily hours mentioned above (e.g., Graduation, Voyageurs Trips, Middle Division DC Trip, Curriculum Night, Parent Conferences, Graduation, Discovery Nights, Dances, etc.).

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Marburn Academy provides equal employment opportunities to all applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.