Friendship Public Charter School

  • Technical Support Specialist

    Location
    US-DC-Washington
  • Overview

    Friendship Public Charter School operates a thriving network of college preparatory public charter schools. Headquartered in Washington, DC, Friendship serves over 4,000 students in preschool to grade 12 and guides a growing network of alumni to college completion annually. 80% of students come from low-income households. 98% are African American or Latino. The mission of Friendship Public Charter School is to prepare students to become ethical, literate, well-rounded and self-sufficient citizens by providing a world-class education that motivates students to reach high academic standards, to enjoy learning, to achieve success, and to contribute actively to their communities.


    Friendship Public Charter Schools is seeking an Technical Support Specialist (TSS) who will assist the System Administrator in her/his roles and responsibilities. The TSS is responsible for providing technical support to the Friendship Schools user community in the areas of desktop equipment, including system configuration, troubleshooting, security, resource monitoring, audio visual equipment and the development of specialized educational support programs. Knowledge of troubleshooting internal technical infrastructure, including but not limited to, Microsoft environment (Windows 7, MS Office), networking, printing,  wireless and audio visual technologies. Logs and tracks all calls using the Schooldude ticketing system, and maintains records and related problem documentation. Records appropriate resolution information. In troubleshooting PC hardware and software problems, demonstrates appropriate, on-going communication of issue status and customer follow through. A TSS ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal. The position also deploys new software/hardware and procedures that are thoroughly tested and fully operational. They train peers and users on software, hardware and IT procedures, which may include the development of training materials. Contacts software and hardware vendors via voice or online systems to research problem and determine recommended solutions. Assignments include the regular use of computers to enter data, and other office machines. The Technical Support Specialist reports directly to the System Administrator.

    Responsibilities

    • Provides first line technology support to faculty and staff of their assigned schools
    • Review, solve and close IT support tickets
    • Create, distribute and support computer (laptop, desktop, tablet) OS images and software
    • Work with System Administrator to escalate tickets, network and server solutions
    • Deploy, label and perform maintenance on projector filters, phones, computers, and printers
    • Keep cabling in all offices and classroom orderly and clean
    • Work with Director of Technology Operations to manage school inventory and asset replacement cycle
    • Prepare classrooms for the beginning of school, including phone, promethean board, projector, wiring, desktop and cart placement.
    • Diagram and audit technology assets in the assigned school
    • Survey principal, business manager and department head satisfaction in technology support
    • Administer the local AD, file, print and application servers as well as monitor backup and restorations
    • Manage software updates, patches and administration for solutions such as Anti-Virus, MS Office, Google Chrome and Window Operating Systems 
    • Facilitate end user resolution for escalated calls/tickets and engage the necessary technical support resource
    • Follow up with unsatisfied end users to ensure issues are resolved and the end users are satisfied
    • Report operational metrics and progress to the System Administrators on a regular basis, including ticket status, backup status, project progression, asset diagrams/audit
    • Work with other Technology Support Specialists to ensure operational consistency
    • Orchestrate support and logistics for large technology reliant events, including Assessment testing, on-boarding, and afterschool support
    • Extend computer support resources to Friendship Cares
    • Perform other duties as assigned

    Qualifications

    • 2 or more years of experience in desktop operations support
    • Associate’s degree in MIS, computer science or related field is highly desirable
    • Microsoft Certification is desired 
    • CompTIA A+ and/or Network + is desired 
    • The ability to verbalize or express complex technical concepts effectively in writing and have overall excellent communication and customer interface skills
    • Must be able to work well with individuals from different disciplines and with varying degrees of technical experience
    • Excellent oral and written communications and interpersonal relation skills


    FPCS’s policy is to provide equal employment opportunity to all qualified applicants and employees regardless of their race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, veteran status, status as a special disabled veteran, or any other protected criteria as established by federal, state, or local laws.  This policy applies to recruitment and hiring, training, promotion, compensation, benefits, transfer, layoff, termination and all other terms and conditions of employment.  Employment decisions at FPCS are based solely upon relevant criteria, including an individual’s capabilities, qualifications, training, experience and suitability.

     

    NO PHONE CALLS PLEASE.

     

     

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