Technical Support Specialist II

FirstLine Schools•New Orleans, LA

1d•$51,750 - $69,751•Hybrid

About The Position

The Tier 2 Technical Support Specialist provides technology support to students and staff across four FirstLine Schools campuses. This position plays a crucial role in ensuring the seamless operation of technology in our schools, supporting the teaching and learning environment by troubleshooting hardware and software issues, repairing staff and student devices, and assisting with IT infrastructure needs. The ideal candidate is a problem-solver with strong customer service skills, a passion for technology, and a commitment to FirstLine’s mission.

Requirements

Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience will be considered.
Minimum of 2 years of experience in IT support, help desk, or technical troubleshooting roles.
Experience with device repairs: including x86 based Windows devices (both desktops and laptops), and Chromebooks.
Experience with Active Directory and Windows Server 2016-2025.
Experience with surveillance system software.
Experience with content filtering platforms.
A basic understanding of networking concepts (DHCP, Wi-Fi technologies, VoIP, etc).
Experience with Google Apps for Education (G-Suite) systems.
Knowledgeable of following operating systems: Windows 11, macOS, iOS, ChromeOS, Android.
Familiarity with Mobile Device Management (MDM) and Apple School Manager.
Familiarity with Microsoft Office and Google Apps based productivity tools.

Nice To Haves

Experience working in a school or educational setting is a plus.
Believe in every student’s ability to achieve in a rigorous college or career prep curriculum
Achieve results based on agreed-upon expectations
Take personal responsibility
Highly detail-oriented
Open to learning and evolving with AI as a tool at work
Collaborate effectively with a range of stakeholders
Share a commitment to creating great schools in New Orleans
Strong written and verbal communication skills
Ability to embed and model the FirstLine Commitments: We Keep Learning, We Work Together, We Are Helpful, We Are the Safekeepers of our Community, We Share Joy, We Show Results

Responsibilities

Collaborate with the Director of IT and Computer Repair Technician to manage inventory and deploy new devices across schools.
Provide on-site and remote technical support for staff and students, ensuring timely resolution of hardware, software, and connectivity issues.
Diagnose and repair staff and student devices, including replacing screens, keyboards, batteries, and other components as needed.
Install, configure, and maintain desktops, laptops, printers, and other school technology.
Assist with setting up and troubleshooting classroom/auditorium technology, including projectors, document cameras, interactive whiteboards, interactive panels, and audio-visual systems.
Maintain accurate records of support requests and device repairs using the IT ticketing system.
Collaborate with the Director of IT to manage inventory and deploy new devices across schools.
Assist with network and system administration tasks as assigned by the Director of IT.
Ensure compliance with FirstLine’s technology policies and data security best practices.
Work directly with and manage vendors as directed by Director of IT.
Travel between schools to provide in-person support.