Technology Support Specialist

Friendship Public Charter School operates a thriving network of college preparatory public charter schools. Headquartered in Washington, DC. Friendship serves over 4,800 students in preschool to grade 12 and guides a growing network of alumni to college completion annually.  Our mission is to prepare students to become ethical, literate, well-rounded and self-sufficient citizens by providing a world-class education that motivates students to reach high academic standards, to enjoy learning, to achieve success, and to contribute actively to their communities. For 25 years, with the support and guidance of our exceptional faculty, our students have risen to the challenge with high graduation rates, college acceptances and unparalleled success academically and socially.

The Technology Support Specialist is primarily responsible providing technical support to the Friendship Schools user community

Please note that the salary range will be $60,000 to $70,000. This role is fully in-person. 

Responsibilities

• Provides first line technology support to faculty, staff and students of their assigned schools.
• Provide technology support to Parents/Guardians of student device and accounts at their assigned schools.
• Provide coverage/support to any campus when needed/required.
• Provide Onsite and remote Technical support.
• Logs and tracks all calls using the Zendesk ticketing system, and maintains records and related problem documentation.
• Review, solve and close IT support tickets in timely manner.
• Create, distribute and support computer (laptop, desktop, tablet) OS images and software.
• Chromebooks & cart management (Syncing, assignment, inventory and repair).
• Work with System Administrator to escalate tickets, network and server solutions.
• Deploy, label and perform maintenance on projector filters, phones, computers, and printers.
• Keep cabling in all offices and classroom orderly and clean.
• Work with Director of Technology Operations to manage school inventory and asset replacement cycle.
• Prepare classrooms for the beginning of school, including phone, Interactive board, projector, wiring, desktop and cart placement.
• Diagram and audit technology assets in the assigned school.
• Survey principal, business manager and department head satisfaction in technology support.
• Administer the local AD, file, print and application servers as well as monitor backup and restorations.
• Manage software updates, patches and administration for solutions such as Anti-Virus, MS Office, Mac OS, iOS, Google Chrome and Window Operating Systems.
• Facilitate end user resolution for escalated calls/tickets and engage the necessary technical support resource.
• Follow up with end users to ensure issues are resolved and the end users are satisfied.
• Report operational metrics and progress to the System Administrators on a regular basis, including ticket status, backup status, project progression, asset diagrams/audit.
• Keep direct work supervisors up to date on any issues or concerns.
• Work with other Technology Support Specialists to ensure operational consistency.
• Working with external contractors on specific tasks and/or projects related to technology.
• Orchestrate support and logistics for large technology reliant events, including Assessment testing, on-boarding, STEM and afterschool support.
• Extend computer support resources to Friendship Cares.
• Perform other technology related duties and emergency work as assigned.

Qualifications

• Two or more years of experience in Technology support role.
• Working knowledge of Microsoft Intune or/and any other MDM desired.
• Working knowledge of Google administration/G-Suite.
• Working knowledge of Microsoft Windows, Apple and Chrome devices.
• The ability to verbalize or express complex technical concepts effectively in writing and have overall excellent communication and customer interface skills.
• Must be able to work well with individuals from different disciplines and with varying degrees of technical experience.
• Excellent oral and written communications and interpersonal relation skills.
• Must be able to comfortably lift‚ and move 30 LBS.

Education:

• Associate’s degree in MIS, computer science or related field is highly desirable
• Microsoft Certification (MCP, MCSA, MCSE) preferred.
• CompTIA A+ and/or Network + is desired.

FPCS’s policy is to provide equal employment opportunity to all qualified applicants and employees regardless of their race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, veteran status, status as a special disabled veteran, or any other protected criteria as established by federal, state, or local laws.  This policy applies to recruitment and hiring, training, promotion, compensation, benefits, transfer, layoff, termination and all other terms and conditions of employment.  Employment decisions at FPCS are based solely upon relevant criteria, including an individual’s capabilities, qualifications, training, experience and suitability.