Tech Support Specialist Temp

About The Leffell School 

The Leffell School is a dynamic, cutting-edge K-12 Jewish independent school serving more than 800 students on two campuses in Westchester County, NY, 30 minutes north of New York City. 

About the Tech Support Specialist Role

The Tech Support Specialist serves our faculty and staff as the first line of defense on all things technical.  While on duty, the Tech Support Specialist answers the Tech Support Hotline, which is used by faculty and staff to request emergency or urgent support when teaching and learning or when mission-critical job functions are blocked by technical difficulties.  When not answering Tech Support Hotline calls, the Tech Support Specialist works the ticket queue and manages Tech Team office hours walk-ins for password resets, equipment loans and other support requests, always documenting each incident and service request in the ticketing system.  The Tech Support Specialist is primarily responsible for A/V setup for school events (occasionally on weekends or after hours).  

The Tech Support Specialist is a master problem-solver, unwilling to let any requestor leave dissatisfied with the resolution of their request; also unwilling to leave the root cause of the problem unaddressed.  The Tech Support Specialist doesn’t give up on problems as they present themselves, and uses all methods of troubleshooting at their disposal, whether by googling for clues or posing questions to the K-12 tech support online community, trying whatever ideas arise until the issue is resolved, noting the attempts and solution in the Tech Team wiki so that others can benefit from their experience. 

The Tech Support Specialist occasionally has to implement “quick fixes,” but does not let those fester without also proposing a long-term fix.  The Tech Support Specialist approaches each incident and service request as an opportunity for systemic process improvement, and uses any time available between support calls to work on projects with the System Administrator.  It is expected that, on a typical day, the Tech Support Specialist will spend 75% of their time supporting end-users and 25% of their time on Systems Administration projects, spearheading network and asset inventory and reconciliation efforts, and using various MDM systems to manage the Tech Team’s equipment fleets including phones, printers and copiers, laptops, desktops, classroom screens and docking stations, iPads, Chromebooks, A/V equipment, security cameras and laminators.  The Tech Support Specialist also helps administer our network and key software systems, including Blackbaud and other learning management systems, and various ed tech software used in the classrooms and productivity software used by admissions, the business office, academic leadership, operations, security, facilities and maintenance, college counseling, communications and the office of institutional advancement.  The Tech Support Specialist pitches in to help with network configuration, server and storage administration and operations systems as needed, including PA systems, point of sale systems, security cameras and access control. 

The Tech Support Specialist practices continuous improvement by: 

• Training faculty & students on use of school systems and software platforms

• Collaborating and sharing best practices within the technology department and the school community and engaging in regular professional development that supports school, department and personal goals

• Maintaining Incident IQ as the source of truth for all support tickets and asset management

• Documenting all lessons learned, tips and tricks on the Tech Team wiki as they occur

• Translating front-line knowledge of IT systems into improvement projects to be implemented in partnership with Systems Administrators

• Engaging in other duties as assigned by the Director of Technology

Qualifications

• Bachelor’s degree or equivalent

• Formal or informal hands-on experience with technical support in a wide variety of settings and systems

• An insatiable curiosity, obsession with improvement and desire to learn something new every day.

Expectations of the Role

The Tech Support Specialist is expected to be present on-campus from 7:50am to 4:50pm Monday through Thursday, and until thirty minutes after the end of the school day on Fridays.  If the Tech Support Specialist is not able to report for duty, they are expected to arrange for coverage from a System Administrator or other Tech Team member.  It is the Tech Support Specialist’s responsibility to ensure that support is available during all hours of business operations, and to ensure coverage for after-hours and weekend events that will require support.  The Tech Support Specialist may work remotely on Systems Administration project if the System Administrator is engaged in the Tech Support Specialist role on-campus during that time.