Company: 21st Century Cyber Charter School
Department: Tech Support
Location: Downingtown, PA
NOTE - The incumbent in this position will work from the Downingtown school location, 21CCCS was awarded 2016, 2017 and 2018 Top Workplace recognition by Philly.com
This is not a telecommuting position
TO APPLY - 21cccs.org/employment
SUMMARY OF POSITION:
The Technical Support I incumbent will maintain a high level of customer service by following up on Tier I technical service and other customer issues. This includes performing routine maintenance, installations, providing rapid response to inquiries, providing effective/timely support for current stakeholders (to include students, parents/guardians and staff). In addition, this position will document, follow up and maintain contact with stakeholders according to established procedures to ensure satisfaction.
The Technical Support I incumbent will maintain strict confidentiality of records, information, and communications in compliance with all Federal, State and Department of Education regulations.
Incumbents in this position must possess excellent customer service and communication skills, and be able to work efficiently (and effectively) with a solutions-based focus.
ESSENTIAL JOB RESPONSIBILITIES:
The essential responsibilities below are representative of basic functions of the position; Administration reserves the right to add, remove or change any duties and responsibilities to meet the operating needs of the School.
Customer Service and Support
Provide tier one technical support to customers for hardware, software and other end-user issues via the help desk using web conferencing software, email, real time connections and telephone. Troubleshooting to ascertain needs and problems. Appropriately address, resolve and document tier I technical issues. Responsible for the design and implementation of computer imaging across student and staff laptops and/or devices.
Provide staff training on equipment and systems, both hardware and software; produce procedural documents to support trainings provided. Perform any other duties as assigned by the IT Director. Technical Support
Test equipment, tech supplies and resources. Create and maintain end user accounts in required systems and/or devices for all students and staff. Maintain content filtering systems current and operational ensuring compliance with PDE and federal regulations. Deploy software remotely across platforms to ensure student and staff devices are appropriately equipped to meet instructional and operational needs. Carry out routine audits and maintenance of networks, servers and related systems/equipment. Attend job-related trainings, workshops or conferences as required. Participate in and support long and short range technology planning
Perform other duties as assigned by the IT Director
ESSENTIAL QUALIFICATIONS, SKILLS and EXPERIENCE:
Education and Experience Associates degree, Bachelors degree preferred in a related discipline – eg. Computer Science, Network Engineering or a similar. Technical Certifications preferred – which may include but not be limited to Networking, Microsoft, Apple, A+, etc. Computer/network support in a help desk position or equivalent customer service experience – 3-5 years Networking and end user support – 1-3 years Hands on experience with various operating systems/software products – which may include but not be limited to iOS, Microsoft, MS Office, Google, etc. Windows server administration desirable Valid clearances (less than 12 months old at time of hire) – FBI, PA State Police, PA Child Abuse Technical Skills
Excellent customer service and communication skills Excellent organizational skills, to include planning, effective prioritization and multi-tasking skills Strong technical aptitude and problem-solving skills Working knowledge of various communication tools including but not limited to Google Suite, VoIP Systems, and Mobile Devices, etc. Working knowledge of web filtering software eg. LightSpeed (or similar) Working knowledge of mobile device management, eg. LogMeIn (or similar) Working knowledge of networking and servers
TO APPLY - 21cccs.org/employment