Company: Boston Public Schools
Department: Office of Instructional and Information Technology
Location: Boston, MA
In 2008, Boston Public Schools (BPS) launched Laptops for Learning (L4L), a strategic initiative that provided a state-of-the-art, MacBook to teachers for instructional use in the classroom. In conjunction with orientation training, BPS deployed 5000+ laptops to full-time, classroom teachers and principals/headmasters. Pervasive access to laptops has significantly altered the technology support landscape in Boston, in particular the imperative for new modes of interaction between BPS Technology and end-users, and opportunities for users to receive “just-in-time” support to address their educational technology needs. BPS refreshed all L4L laptops in June 2011, and once again in September 2014, to help ensure that teachers had access to up-to-date tools to support instruction and student learning. Additionally, since the launch of L4L, the Apple technology environment has grown exponentially across the district, including student MacBooks, iPads, and other Apple devices.
To respond to the changing technology environment in the district, and to ensure the success of L4L, BPS Technology seeks an Apple Specialist to provide educational technology & technical support and expertise to teachers around the effective use of MacBooks and iPads, in schools.
Essential duties and responsibilities include:
Provide specialized technical support to the user community, in particular Apple hardware and software, including identifying, researching and resolving technical problems
Work with Apple Staff and GSX site to order parts and enter tickets
Serve as one of the “go-to” people for technical and user knowledge on Apple platforms, software, and applications.
Must have the ability to recognize problem areas, define solutions, and implement those solutions in a timely manner
Interact with district staff to develop and problem-solve comprehensive solutions in alignment with BPS standards based on users’ specific needs
Work with IT team to identify and implement plans for technology upgrades and deployments
Provide remote support when applicable for computer systems to minimize downtime
Enthuse and inspire users around the possibilities of using L4L laptops to accomplish professional objectives
Serve as a BPS Technology liaison to schools and departments for L4L
Build and maintain relationships with key customers.
Negotiate and monitor BPS Technology service agreements with key customers.
Provide technical advice and support for major projects, specifically Laptops for Learning (L4L)
Provide Tiered & “Just-in-Time” Service Desk support
Coverage on a scheduled basis
Input to call tracking system
Dispatch tiered support as needed
Translate “techno-speak” into layman’s terms to educate users and build self-sufficiency among teachers to problem-solve independently
Work with BPS Technology staff to develop and disseminate “just-in-time” educational technology support resources for Mac users.
Work with internal and external partners to provide services.
Participate in continued education of all Apple products and services. Acquire additional certification if deemed necessary.
Perform other related duties as assigned by supervisor.
Apple Certified (Support Professional and/or Technical Coordinator and/or Technician) 10.12
Three (3) years or more of experience in the repair of Apple laptops and desktops
Excellent customer support skills
Excellent problem-solving skills
Written, verbal, and interpersonal skills
Willingness to share knowledge and effectively communicate with co-workers and clients
Ability to develop and maintain relationships with internal and external partners
Have a passion about customer service and a commitment to exceeding expectations
Current authorization to work in the United States - Candidates must have such authorization by their first day of employment
Familiarity with Mac OS X Servers
Familiarity with JAMF Pro or any MDM
As the birthplace of public education in this nation, the Boston Public Schools is committed to transforming the lives of all children through exemplary teaching in a world-class system of innovative, welcoming schools. We partner with the community, families, and students to develop in every learner the knowledge, skill, and character to excel in college, career, and life.
Our responsibility is to ensure every child has great teachers and great school leaders. In the Boston Public Schools, we tailor instruction to meet the individual needs of every student. Together, we are:
Strengthening teaching and school leadership Replicating success and turning around low- performing schools
Deepening partnerships with parents, students, and the community Redesigning district services for effectiveness, efficiency, and equity