IT Support Specialist
Pacific Coast Academy - Poway, CA
posted 2 months ago
About the position
The Information Technology Support Specialist (ITSS 1) at Pacific Coast Academy is responsible for providing comprehensive technology support to both staff and families. This role involves direct technical assistance to end-users through various channels including email, phone, and in-person interactions. The ITSS 1 must possess a thorough understanding of common computer software, hardware, network printers, and configurations typically found in homes and small businesses. Candidates should be adept at managing multiple daily tasks while maintaining a keen attention to detail. A passion for technology, a friendly demeanor in customer support, and the ability to work collaboratively in a team-oriented environment are essential traits for success in this position. The IT Support Specialist will manage daily tasks such as self-managing email, helpdesk tickets, and phone messages. Responsibilities include troubleshooting and repairing basic computer, printer, and device issues for staff and families, providing end-user account support, and assisting with various services and systems. The role also requires providing high levels of customer service, maintaining inventory, and collaborating with team members to enhance device and network infrastructure. Additionally, the ITSS 1 may be required to travel for work-related tasks and will be responsible for installing workstations, printers, and software as needed. Other duties may be assigned as necessary to support the IT department's goals.
Responsibilities
- Daily self-management of email, helpdesk tickets, and phone messages/calls
- Troubleshoot and repair basic computer, printer and device issues for staff and families
- Provide end-user account and services support (e.g. password resets, Google Apps) for a variety of services and systems
- Provide phone, email, and remote Internet assistance to end-users
- Provide in-person assistance to office personnel
- Provide a high level of customer service to staff and families
- Update and assign assets, maintain inventory, equipment loans and returns
- Resolve and track equipment orders and returns, ship items, RMAs and status updates
- Collaborate with other team members to implement, maintain and improve devices, services and cable network infrastructure
- Install workstations, printers, software, etc.
- Other duties as assigned
Requirements
- Proficiency navigating and troubleshooting Windows 10/11, Mac OS X 10.10 and higher, and iOS devices
- Basic understanding of common principles in computer networking (e.g. IP addresses, DHCP, switches, routers, wi-fi etc..)
- Experience with Google Apps, Microsoft Office, spreadsheets and other commonly used business applications or services
- Experience working with web-managed networked devices such as network printers, routers
- Experience or willingness to provide technical support to end-users
- Experience or willingness to utilize remote access tools for diagnosing and troubleshooting issues remotely
- Comfortable balancing multiple tasks with regular interruptions
- Ability to lift 10-20 pounds and occasionally up to 50 pounds
- Great communication skills; able to clearly communicate steps to resolve end user's issues
- High school diploma and 2 or more years of helpdesk support experience required
Nice-to-haves
- Associate's degree or related certifications (e.g. MTA, A+) preferred
- Experience with Jamf Pro and/or Jamf School, or other MDM solutions for Apple devices
- General command line experience in Linux/UNIX environments
- Scripting experience a bonus
Benefits
- 403(b) matching
- Health savings account
- Health insurance
- Dental insurance
- Flexible spending account
- Vision insurance
- Paid time off
- Paid sick leave
- Retirement plan (403b with employer match and 457)
