User Support Technician - Confluence Academy - Walnut Park
Location:
St. Louis, MO
Confluence Academy - Walnut Park
Position Summary:
The User Support Technician (UST) is responsible for supporting the implementation and development of the technology culture of the school community. Additionally, the UST is a technical resource responsible for the technology infrastructure for each EdisonLearning school within the community and ensures that the technology is functioning and available for members of his/her school(s).
Main Responsibilities:
- Assist in Implementing Technology Initiatives: Assist in the implementation of EdisonLearning's technology vision at all schools within the area/community. Participate in Technology Committee meetings at each school to provide input into the strategic Technology Plan by providing technical input. Assist in the migration and/or upgrades of new systems as needed. Follow EdisonLearning Technology policies and procedures in terms of network, hardware and software configurations and use.
- Customer Service: Follow the school's Service Level Agreement (SLA) to ensure that users receive quality service and technical support on a consistent basis. Monitor the compliance to the SLA. Improve efficiencies and effectiveness through analysis and reporting of service tickets to Technology Manager. Take actions to improve customer satisfaction among teachers, staff members, administrators, students and parents.
- Reporting: Document incident/service requests according to Edison standards. Follow the status of service communication plan that is implemented at the school by generating status reports daily and/or as system availability changes. Participate in technology team meetings, conference calls and discussion groups as necessary. Communicate status of service requests and incidents with customers (e.g., teachers, students, administrators). Follow protocol for escalating problems, incidents, service requests and issues that have not been resolved. Document local procedures according to Edison standards.
- Technical Management: Responsible for Tier 1 software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of responsibilities. Follow disaster recovery and business continuity practices, including server back-ups and process documentation set by EdisonLearning and Technology Manager. Maintain server and network environment in terms of virus protection, proper computer naming conventions and proper use of Active Directory log-ins. Prepare school technologically for beginning and ending of each year, including set-up/take down and moving of equipment as necessary. Track and maintain inventory. Conduct annual physical count with Technology Manager.
- Professional Development (Application of technology to instruction and operations): Assist teachers with technical needs to integrate technology resources into classroom, such as problem-solving technical obstacles, recommending Edison approved solutions, setting-up technology equipment for student use, etc. Occasionally teach or co-teach professional development sessions that teach staff members technology skills. Develop a personal growth plan and monitor his/her own progress with the Technology Manager to continue the development of his/her own skills.
Special Skills/Experience Required:
Key Relationships:
Internal: Collaborate with Technology Manager, Principal(s), School Operation Manager(s), Curriculum Coordinator(s), leadership team(s), parents and students to build EdisonLearning's technology culture. Partner with EdisonLearning's Service Desk. Communicate regularly with other Technology Managers, USTs and Regional Technology Director as well to stay on top of current information, projects, and policies.
Key Behavioral Competencies:
- Follows relevant work procedures in line with defined internal and external standards given by the Tech Manager and/or EdisonLearning
- Demonstrates awareness of other teams and the role they play within the school(s)' community and EdisonLearning
- Consistently delivers on agreed goals and tasks and can be relied upon to meet or exceed expectations
- Identifies and communicates when a decision needs to be made
- Identifies all steps necessary to achieve results and consistently follows these steps
- Takes proactive action to develop/maintain relationships that are impacted by change and ensure that others are assisted in dealing with change
- Brings ideas for service delivery improvements to the attention of others and pursues these ideas through to resolution or completion
- Sources and listens to all points of view and respects differing opinions when developing solutions
- Diligently adheres to policies set by Headquarters and local school
- Speaks to all members of the school with friendliness, respect and in manner that is easily understood
Qualifications:
- Two year technical degree or equivalent experience/certifications required. Bachelor's degree preferred.
- Experience working in a Windows client and server environment required
- Experience in telecommunications, network security, WAN, LAN, multimedia or help desk a plus
- Some experience in a K-12 setting desirable regardless if it is technical capacity or not.
- Demonstrated knowledge of core learning principles through technical skills assessments
- Experience responding to customer inquiries in a customer service environment
- Required to lift and move objects up to 25 lbs.
How to Apply:
Apply online and submit your resume for this job here.