Tech Support

Autism Academy for Education and Development, LLC•Tempe, AZ

About The Position

The IT Tech Support provides day-to-day technical support and operational assistance for AAED/FMG and other common-owned companies. This role is responsible for supporting staff and students by diagnosing and resolving hardware, software, network, and audio-visual issues, assisting with system updates and device deployments, and ensuring technology systems function reliably across all locations. The IT Technician works collaboratively with the Technology team to identify technology needs, implement improvements, and maintain a secure, efficient, and student-focused technology environment. Research, troubleshoot, and resolve technology issues (software, hardware, network, audio-visual, etc.) for staff and students at all locations. Provide internal help desk support for staff across multiple campuses, delivering timely, professional, and customer-focused technical assistance. Diagnose, troubleshoot, and repair hardware issues for iPads, laptops, and desktop computers. Troubleshoot Windows 10/11 operating system issues, including login and profile errors, slow performance, system updates, printing issues, and audio/camera/microphone functionality. Support and maintain Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint. Perform basic network troubleshooting, including Wi-Fi connectivity issues, DNS/DHCP resolution, VLAN awareness, and Unifi network environments. Execute device setup and deployment, including imaging, application installation, driver configuration, printer setup, and system provisioning. Provide account and access support, including password resets, multi-factor authentication (MFA), and Active Directory user management. Support and troubleshoot audio/visual (A/V) equipment, including projectors, TVs, classroom sound systems, and related peripherals. Maintain accurate asset inventory records, including tagging, naming, tracking, and managing devices within inventory management systems. Work independently and collaboratively with staff to prioritize and achieve optimal solutions in a timely manner. Travel to locations for transport, deployment, and configuration of technology. Assist with the maintenance and repair of networks to ensure staff and student safety and security. Maintain confidentiality and integrity of electronic records. Provide training to staff and students on the appropriate and effective use of technology. Assist with maintaining inventory of AAED and FMG technology. Demonstrate and maintain a positive, professional, and student-oriented attitude and learning environment in all interactions and be a collaborative and contributing member of the class and campus team. Establish and maintain collaborative working relationships with students, management, administration, faculty, and staff to support personal, social, academic, and intellectual development of students. Maintain confidentiality as it pertains to student information, company trade secrets, and proprietary confidential information, including but not limited to policies, business practices, curriculum, organizational data, lists, charts, reports, and other confidential information as described in the Employment Agreement. This obligation is an essential function of the position, governed by the Employment Agreement, and further arises under Arizona statutory and case law. Maintain required records and data according to current or future established policies and procedures or as otherwise requested, ensuring the timely and accurate availability of information. Attend and participate in all company-sponsored professional development, on-campus or off-campus trainings, in-service activities, and meetings to improve job-related skills. Adhere to the Employee Handbook guidelines and other workplace policies and procedures. Comply with and perform the contractual duties and obligations set forth in the Employment Agreement and any other written or otherwise binding agreements. Report suspicious conduct or activities to management or law enforcement in emergencies and/or as required by law. Perform other duties or tasks as directed by management and as necessary to ensure the company’s mission is carried out. Comply with all local, state, and federal rules, regulations, and laws, including anti-harassment, privacy, and workplace safety requirements.

Requirements

One-year certificate from college or technical school; or 2-3 years related experience and/or training; or equivalent combination of education experience.
2–3 years of internal help desk experience supporting end users in a professional environment and ticket management.
Demonstrated customer service experience with the ability to communicate technical information clearly to non-technical users.
Hands-on experience with hardware repair and troubleshooting for laptops, desktops, tablets and iPad devices.
Practical experience supporting Windows 10/11 environments and Microsoft 365 platforms and Microsoft Adim Center
Working knowledge of basic networking concepts, including Wi-Fi troubleshooting, DNS, DHCP, VLANs, and Unifi systems.
Experience with device imaging, deployment, and endpoint management.
Familiarity with Active Directory account management, password resets, and MFA support.
Experience supporting A/V equipment in classrooms, offices, or event environments.
Experience managing or assisting with IT asset inventory systems.
Must possess valid driver's license & pass 39-month DMV history check
Ability to travel independently to all AAED campuses (Phoenix, Tempe, Chandler, Tucson)
Valid Arizona fingerprint clearance card
Knowledge of Operating systems: Microsoft Windows, Mac OS, iOS, ChromeOS
Knowledge of MDM / Management: Microsoft Azure Active Directory, Apple Configurator
Knowledge of User Applications: Microsoft Office 365, Adobe Creative Suite
Knowledge of Imaging: Macrium Reflect, Windows PE
Knowledge of Network/LAN: TCP/IP, DNS, DHCP, VPN, VLAN, general understanding of network topology
Knowledge of AV equipment including speakers, Pas, mixers and microphones.

Nice To Haves

A+ Certification and prior experience working in help desk, network set-up and troubleshooting strongly preferred

Responsibilities

Research, troubleshoot, and resolve technology issues (software, hardware, network, audio-visual, etc.) for staff and students at all locations.
Provide internal help desk support for staff across multiple campuses, delivering timely, professional, and customer-focused technical assistance.
Diagnose, troubleshoot, and repair hardware issues for iPads, laptops, and desktop computers.
Troubleshoot Windows 10/11 operating system issues, including login and profile errors, slow performance, system updates, printing issues, and audio/camera/microphone functionality.
Support and maintain Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
Perform basic network troubleshooting, including Wi-Fi connectivity issues, DNS/DHCP resolution, VLAN awareness, and Unifi network environments.
Execute device setup and deployment, including imaging, application installation, driver configuration, printer setup, and system provisioning.
Provide account and access support, including password resets, multi-factor authentication (MFA), and Active Directory user management.
Support and troubleshoot audio/visual (A/V) equipment, including projectors, TVs, classroom sound systems, and related peripherals.
Maintain accurate asset inventory records, including tagging, naming, tracking, and managing devices within inventory management systems.
Work independently and collaboratively with staff to prioritize and achieve optimal solutions in a timely manner.
Travel to locations for transport, deployment, and configuration of technology.
Assist with the maintenance and repair of networks to ensure staff and student safety and security.
Maintain confidentiality and integrity of electronic records.
Provide training to staff and students on the appropriate and effective use of technology.
Assist with maintaining inventory of AAED and FMG technology.
Demonstrate and maintain a positive, professional, and student-oriented attitude and learning environment in all interactions and be a collaborative and contributing member of the class and campus team.
Establish and maintain collaborative working relationships with students, management, administration, faculty, and staff to support personal, social, academic, and intellectual development of students.
Maintain confidentiality as it pertains to student information, company trade secrets, and proprietary confidential information, including but not limited to policies, business practices, curriculum, organizational data, lists, charts, reports, and other confidential information as described in the Employment Agreement. This obligation is an essential function of the position, governed by the Employment Agreement, and further arises under Arizona statutory and case law.
Maintain required records and data according to current or future established policies and procedures or as otherwise requested, ensuring the timely and accurate availability of information.
Attend and participate in all company-sponsored professional development, on-campus or off-campus trainings, in-service activities, and meetings to improve job-related skills.
Adhere to the Employee Handbook guidelines and other workplace policies and procedures.
Comply with and perform the contractual duties and obligations set forth in the Employment Agreement and any other written or otherwise binding agreements.
Report suspicious conduct or activities to management or law enforcement in emergencies and/or as required by law.
Perform other duties or tasks as directed by management and as necessary to ensure the company’s mission is carried out.
Comply with all local, state, and federal rules, regulations, and laws, including anti-harassment, privacy, and workplace safety requirements.