Technology Support Associate

Allegheny Intermediate Unit•PA, PA

About The Position

The Technology Support Associate provides end-user support for computer, audio/visual, basic network, printing, and other technology-related issues. This role involves working collaboratively with stakeholders, managing daily workloads and special projects, and assisting with the purchasing process, configuration, and installation of new devices. The associate will also help with inventory management and communicate with the Network Administrator and IT Coordinator, potentially providing backup support on networking systems and creating documentation. A key responsibility is communicating the status of Help Desk requests to users through various channels, adhering to service level commitments. The role includes planning and conducting staff development on hardware and software usage (Mac OS, iOS, Android, Windows, MS Office365, GAFE, etc.) through classroom settings or one-on-one training. The Technology Support Associate serves as a professional interface between the AIU and customers, ensuring accurate and timely communication. Additional duties may include assisting with the student information system, phone system, or website, maintaining professional growth through continuing education, providing Help Desk coverage during regular hours and on-call support, and upholding district policies regarding Digital Citizenship, Information Security, and Safety. The associate will also assist the CTO and IT Service Delivery Manager on projects.

Requirements

Associate Degree with three years of applicable technical work experience, or High School graduate with a minimum of five years applicable technical work experience
Minimum of three years of experience supporting at least one of the following: Microsoft Office, Office365, Google Workspace for Education
Support experience with at least three of the following educational technology and audio visual tools required: interactive display boards, LCD projectors, scanners, document cameras, Web 2.0 and Zoom conferencing
Intermediate to advanced proficiency supporting Windows OS client computing environments
Ability to troubleshoot basic networking issues and understand basic Microsoft Active Directory concepts
Self-starter with exemplary customer service skills to complement proven multitasking abilities
Ability to provide effective support to all levels of the organization

Nice To Haves

Experience in K12 education highly preferred with the following technologies: Apple Mac OS, IOS, Android, Chrome OS, Google Workspace for Education, iPads and Chromebooks
CompTIA Network+ and A+ Certification preferred
Working experience with VOIP voice systems, video surveillance, door security and visitor background check systems is preferred

Responsibilities

Provide end-user support to remedy computer, audio/visual, basic network, printing, and other technology related issues in a timely and professional manner, solutions may be provided remotely or onsite as appropriate
Work collaboratively with stakeholders to schedule and manage daily workload and special projects.
Responsible for assisting and following the purchasing process, configuring and installing new devices, and assisting with inventory management
Assisting and communicating with the Network Administrator and/or IT Coordinator as appropriate, may include providing backup support on some networking systems and provide written documentation and network diagrams as requested
Responsible for communicating the status of Help Desk requests to users via ticketing system, phone, email, and other channels on an ongoing basis and following service level commitments.
Planning and conducting staff development related to the use of hardware and productivity software (Mac OS, IOS, Android, Windows, MS Office365, GAFE, etc.). Training may be conducted in a classroom setting, one-on-one and other forms as necessary
Provides an exemplary and professional interface between the AIU and all customers by sending and receiving email, phone, and in-person communications to ensure that information flow is accurate, timely, and professional
Assist or perform backup duties in such areas as student information system, phone system or website as requested by the district
Maintains competency and enhances professional growth and development through continuing education and conferences
Performs Help Desk coverage during normal district hours and on-call and after hours support as required
Supports the AIU and district Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety
The Technology Support Technician will assist the CTO and IT Service Delivery Manager on projects and other tasks as requested.