Technology Services Support

LIFELONG LEARNING ADMINISTRATION CORPORATION (LLAC)

Full Time, Monday – Friday; 8:00 am - 5:00 pm. 

The Lifelong Learning Advantage

At Lifelong Learning, our mission is to support our client schools so they can concentrate on improving educational outcomes and student success. We continue to be a strong, positive force, pioneering the way education is delivered to all students. Learn more about us at https://llac.org/

How You Will Make an Impact

The Technology Services Support position will provide educational and instructional technology support which includes assisting students with access to testing platforms. This Position works closely on a regular basis with client schools leadership and staff to resolve day-to-day issues.

RESPONSIBILITIES/DUTIES: This list is illustrative only and is not intended to be a comprehensive list of tasks performed by this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Remote Help Desk and onsite support for most desktop software, hardware and peripherals issues; as needed onsite visits to support end-users, and complete work requests
• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs; network connectivity troubleshooting and maintenance
• Provide support for all audio/visual (A/V) needs. Including setup, training and maintaining full functionality
• Maintain close contact and open communication with clients until an issue has been resolved
• Document within our ticketing system to create detailed work logs and technical documentation
• Accept and work Tier 1 escalation issues for which a higher level of technical expertise is required
• Triage and escalate complex issues to Tier 3 Support Technician and Management appropriately
• Use imaging deployment tools to build and deploy new computer operating system (OS) packages
• Coordination of service requests with third-party technology providers as needed
• Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed
• Provide manager with regular updates on common problems encountered and identify possible longer term solutions/improvements to reduce future problems
• Use communication channels to inform team of important issues and information which will help improve team performance
• Provide new site technology staging and upgrading of older technology as needed
• Maintain a safe learning environment in all areas
• Participate in special projects as required
• Participate in meetings and trainings, as requested
• Administrative duties, responsibilities, and activities may be assigned or changed from time to time

KNOWLEDGE, SKILLS, ABILITIES:

• Working knowledge of Windows Cloud Hybrid based network, including Active Directory, Group Policy, DNS, VPN, and Exchange
• Strong knowledge of Windows client operating systems and standard office applications
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems.
• Understanding of small and medium-sized business networking protocols and internet connectivity
• Troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
• Ability to work proactively and collaboratively with employees within department and across functions
• Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
• Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
• Ability to conduct research into a wide range of computing issues as required
• Able to work well with stringent deadlines and possess good organizational skills
• Ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
• Detail-oriented with a strong work ethic focused on providing a positive customer experience

MINIMUM QUALIFICATIONS:

• 2 years professional experience in a technology support role with progressive levels of responsibility
• Experience in installing, troubleshooting and maintaining various audio-visual equipment
• Strong experience troubleshooting and resolving hardware, software, systems and network issues
• Proficient with data backup, disaster recovery, and business continuity principals, issues, and solutions, including familiarity with image-based backup systems
• Experience with Google Apps, Chromebooks and tablets in an educational environment
• Understand the functions of network equipment (Routers, firewalls, switches, etc.) preferred
• Associate degree in Computer Science, Information Services Management or related field preferred
• Skilled in MS Office Suite, Outlook, web-based applications, etc.; Experience with Office 365 preferred

TRAVEL: Ability to travel in performance of job duties is required

PHYSICAL REQUIREMENTS:

• Mental Demands: high workflow management, high project coordination.
• Finger Dexterity: using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities: ordinary acuity necessary to prepare or inspect documents or operate machinery.
• Physical Strength: sedentary work. Sitting most of the time, and occasionally exerts up to 30 lbs. of force.
• Frequent multi-tasking, changing of task priorities, repetitious exacting work required.
• Working in a noisy, distracting environment with frequent deadline pressures.