ICTS Support Specialist (40 hour/12 month)

Cambridge Public Schools•Cambridge, MA

22h•Onsite

About The Position

The Support Specialist reports to the Technical Service Manager and works closely with all members of the ICTS Department, ensuring the smooth operation of Cambridge Public School District (CPSD) systems. Specific duties and responsibilities include the following, but not limited to: administration of help desk system, remote desktop support, support System Administrator with various system management tasks, managing district cell phones through our carrier, phone and email support as well as training to end users; creating, processing and printing reports from the student information system; and contributing to enhancement of the student database reporting system. Another key role is to support the Database Administrator and Systems Administrator with the student database system and interface to the department’s database reporting system.

Requirements

Proficiency with Google Workspace for Education (G Suite) and Chromebook environments
Working knowledge of Mac OS, Windows OS, iOS, and Android platforms
Experience with network technology, hardware, software, and assistive technology tools
Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Access) and Google Drive
Ability to support and troubleshoot a variety of devices, including cell phones
Experience collaborating with teams on technology integration initiatives
Understanding of information literacy and its application in education

Nice To Haves

Experience with student information systems (e.g., Aspen X2) and asset management tools (e.g., IncidentIQ) preferred

Responsibilities

Day-to-day operation, provide phone support to the Helpdesk phone line, and provide in-person support to staff who visit the ICTS office.
Software configuration to be done with guidance from the Systems Administrator.
Maintain the help desk system, which includes assigning work orders to Technical Service staff.
Answer office phone calls and help desk phone calls/emails.
Provide remote desktop support for end users.
Creating, processing, and printing reports from the student information system (Aspen) in coordination with the Database Administrator.
Prepare reports for the Technical Service Manager, Chief Information Officer, district principals, clerks, and other department administration.
Communicate with district administration and school leaders regarding the school reporting schedule as determined by the Superintendent’s office.
Support System Administrator with the CPSD unified messaging system.
Assist the System Administrator with user account management.
General office tasks, as needed, to organize and streamline ICTS operations.
Manage technology inventory by adding new technology purchased by the district.
Manage District-owned cell phones.
Maintain records for Laptop and Device Agreements for the district.
Contribute to Technical Service projects as defined by the Technical Service Manager or the Chief Information Officer.
Other tasks as assigned by the Technical Service Manager or Chief Information Officer.