Technology Technician - Tier I

Rochambeau, The French International School Of Washington Dc•Bethesda, MD

1d•Onsite

About The Position

The Technology Technician - Tier I provides elevated technical support, incident management, and oversight for the school's on-premises and cloud-based systems. Reporting directly to the Director of Information Technology, the successful candidate monitors network operations, perimeter defense, firewall activity, and backup/recovery systems. This role is responsible for driving the resolution of support tickets, performing root-cause analysis, managing patch deployments, and documenting system updates. The technician balances analytical precision with a service-oriented approach to ensure all school-issued hardware, software, and peripheral infrastructure operate efficiently across the community. The ideal candidate must also demonstrate the competencies and behaviors needed to support the core values, vision, and mission of Rochambeau.

Requirements

Bachelor’s degree from an accredited institution, preferably in computer science, network engineering, information technology, or a related field
2+ years of relevant, hands-on technical support and system troubleshooting experience
Advanced configuration knowledge of Google Workspace, Microsoft Windows Desktop/Server environments, and network operating systems
Proven ability to write clear, structured technical documentation and operational procedures
Strong analytical and research skills to diagnose and resolve technical issues efficiently
Ability to work effectively with diverse departments and to communicate clearly and effectively with non-technical users
Demonstrated ability to prioritize multiple assignments independently, meet deadlines, and maintain a punctual daily schedule
Must be open to cross-training and possess the flexibility to handle changing duties as assigned
Adherence to the School's mission and philosophy, and compliance with the background check requirement, including fingerprinting
Three Professional References (name, position, contact number, and email) listed on your CV/resume

Nice To Haves

Active professional certifications desired (e.g., Network+, Security+, MCP, Azure, or Google Support certifications)
Experience with Aruba switches, Meraki, and Juniper Mist wireless network administration
Familiarity with Sophos, Acronis, and modern RMM/MDM management suites.
Previous experience working within a private, international, or K-12 educational setting
Bilingual proficiency in French and English is highly desired

Responsibilities

Provide advanced customer service and elevated technical support to end-users to resolve escalated hardware, software, and connectivity issues in a timely manner
Manage, track, and resolve service tickets, addressing performance SLAs and conducting root-cause analysis for recurring technical incidents
Support end-user platforms across a diverse ecosystem, including iOS devices, Windows 10/11, macOS, ChromeOS, MS Office/365, and Google Workspace
Troubleshoot and maintain campus hardware infrastructure, including wireless/wired networks, projectors, interactive displays, and printers/copiers
Communicate complex technical concepts clearly to non-technical staff and faculty, monitoring incidents through to verifiable resolution
Assist in monitoring network operations, perimeter defenses, firewall activity, and backup/recovery frameworks
Oversee device patch management, system updates, and software upgrades using designated RMM tools
Deploy user workstations and devices using mass deployment tools, including Acronis Snap Deploy and Securly
Identify on-site panel/switch port locations and maintain accurate data closet labeling
Coordinate and interact effectively with external hardware and software vendors for system troubleshooting and support
Formulate and update technical documentation, system update logs, internal process workflows, FAQs, and end-user training manuals
Assist in training, guiding, and mentoring temporary Help Desk support staff
Track, audit, and maintain accurate records of the school’s hardware and software inventory
Evaluate emerging hardware and software products for camp-wide compatibility, expandability, and ease of maintenance
Maintain strict confidentiality regarding all institutional data, security protocols, and school matters
Foster an environment of mutual respect, responsibility, and safety among all school constituents
Demonstrate a high degree of cultural competency and a collaborative mindset when interfacing with students, faculty, and administrators from diverse backgrounds
Dedication to Rochambeau’s vision, mission, values, and strategic goals.