School Support Field Technician

INFO ORIGIN INC• US,

3d•Onsite

About The Position

The client invites applications for the role of School Support Field Technician. This position focuses on direct, first-line desk-side support at schools and administrative sites. Successful candidates will serve as a vital link to teachers, staff, and students, diagnosing and resolving hardware, software, and network issues. School Support Field Technicians are assigned to one or more schools and district locations based on student enrollment and staffing levels. Work is directed by the Lead Field Technician and IT Manager to meet operational needs. The Field Technician will collaborate closely with school leaders, administrative staff, and technology teams to ensure effective and reliable technology support.

Requirements

3+ years of work experience minimum
A+ Certification REQUIRED
Strong customer service skills
Strong oral and written communication skills
Prior experience with desk-side and break/fix support is a MUST
Prior mobile device support experience: Chromebooks, iPads, macOS, and iOS is a MUST
Proficient in understanding network infrastructure and wireless support
Minimum of 3 years of continuous hands-on work experience in IT Field Support, including troubleshooting hardware, software, and network issues.

Nice To Haves

Familiarity with ticketing systems (Incident IQ) preferred
Experience in an educational environment is a plus

Responsibilities

Maintain exceptional customer service posture at ALL TIMES
Build and maintain strong relationships with school leadership and staff (Principals, Assistant Principals, Main Office staff, School Business Managers, Media Specialists)
Arrive at the school no less than 30 minutes before the first bell
Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues reported
Work with Level 3 support and specialized Subject Matter Experts to resolve advanced technical issues.
Escalate complex issues to the Lead Field Technician or IT Manager as a first point of contact
Support a teaming environment with field support technicians at other schools within your assigned cluster and beyond
Perform support activities, including but not limited to: Maintain and update Chromebook carts for student use, Maintain, update, and troubleshoot interactive whiteboards, panels, and digital signage devices to ensure that they are functioning, Proactively check the status of computer labs & media center computers daily, Ensure standardized test readiness by updating laptop carts and lab equipment, Troubleshoot and/or replace Kronos hardware, Maintain and troubleshoot the location Marquee signs, Troubleshoot and resolve minor wireless and network issues, Install OS updates and patches on Apple, Chromebooks, and Windows-based PC devices, Install, configure, and support printing devices.
Maintain accurate asset assignment in Incident IQ.
Maintain clean work areas and workspaces, including MDF/IDF closets
Coordinate removal of obsolete equipment as required
Collaborate with the school’s designated Technology Point of Contact (POC) to support the one-to-one student device program.
Meet with onsite vendors as required to support L3 teams
Assist with deployment of new equipment
Check monitoring tools for any school outages (wireless AP, switches, Kronos clocks)
Provide support for IT projects and AV events at assigned schools
Document all tickets, troubleshooting steps, and resolutions in Incident IQ for accountability, audits, and knowledge base development.
Record and submit checklists or other documentation as required for upward reporting and accountability
Attend mandatory monthly professional development meetings
Retrieve and return parts, devices, and other items as needed from and to the client IT Warehouse
Perform other duties as assigned.