Technology Services Support

LIFELONG LEARNING ADMINISTRATION CO•Lancaster, CA

1d•$23 - $34•Hybrid

About The Position

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.

Requirements

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
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.)
Skilled in MS Office Suite, Outlook, web-based applications, etc.

Nice To Haves

Associate degree in Computer Science, Information Services Management or related field preferred
Experience with Office 365 preferred

Responsibilities

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