IT Technical Support II

Job Details

Job Location
High School - Orange, CA

Position Type
Full-time/ 12 months

Education Level
4 Year Degree

Travel Percentage
Negligible

Job Shift
Any

Job Category
Education

Description

POSITION SUMMARY

The IT Technical Support II role provides technical support to students, faculty, and staff for student learning and management programs, hardware, software, and peripherals. This position also contributes to troubleshooting, maintenance, and systems support for the IT Department.

Reports to: Director of Information Technology & Innovation

Supervises: N/A

ESSENTIAL DUTIES

• Able to multi-task in a high-traffic environment and complete tasks on time
• Serve as the first point of contact for customers seeking technical assistance over the phone, email & tech office
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the technical/non-technical problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Provides first-line support to on-ground and online students, faculty, and staff for Brightspace Learning Management System, as well as other programs that interface
  • Handles helpdesk calls, email, and ticket inquiries from teachers, students, and parents
• Supports students and faculty through IT technical support of hardware, software, and peripherals, including desktop and laptop computers; Apple TV's; printers, projectors; various software products and applications.
• Data entry (Inventory system, Help-desk system, tech logs)

ADDITIONAL DUTIES

• Works with Orange Lutheran Online Advisors (Orange Lutheran Online) and IT Department on various projects
• Travel and provide technical support to our satellite campuses
• Provides IT technical support, including diagnosing computer problems, monitoring computer processing systems, installing software, performing tests on hardware and software, setting up equipment, scheduling maintenance, training clients on basic computer use, performing minor repairs, and ordering parts.
• Other duties as assigned by supervisor and/or administrator

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The key competencies listed below are representative of the knowledge, skills, abilities, and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position

Education

Bachelor's Degree from an accredited college or university with a focus on Information Technology

Experience

Three to five years experience in Information Technology Support, help desk, or IT customer support, or any satisfactory combination of education, experience, and training demonstrating the knowledge, skills, and abilities to perform the listed duties.

Previous experience working with Apple products required

LICENSES, CERTIFICATES, AND CLEARANCES

• Valid Fingerprint
• Valid CPR and First Aid certifications
• TB Risk Assessment
• Ministry Safe Clearance
• CA Driver's License

KEY COMPETENCIES

Knowledge

• Experience withBrightspaceLMS (learning management systems)
• Knowledge of Google Suite
• Provenexpertise in Microsoft Office Suite, Network, and back-end systems
• Strong understanding of hardware (Apple computers, iPads, PC's, mobile devices) and how they operate
• Broad knowledge of hardware and software (Apple & Windows devices), operating systems (Mac OS, iOS, Microsoft), and basic computer programming.
• Familiarity with electronic equipment, Internet applications, and cybersecurity awareness

Skills and Abilities

• Fully support the mission of "helping students to internalize the gospel message of salvation in Christ Jesus"
• Excellent communication skills; position requires frequent interaction with a diverse range of customers
• Excellent customer service skills
• Ability to work in a highly productiveenvironment
• Ability to work early evenings and weekends
• Excellent problem-solving skills

PERSONAL CHARACTERISTICS

• Exhibits the highest level of Christian integrity - his/her life reflects Christ-like morals, behavior, attitude, and leadership
• Foster a Christ-centered environment focused on Grateful Servanthood, Accountability, Compassion, and Collaboration in alignment with our Guiding Principles
• Ability to articulate their Christian faith
• An active member of a Christian church; Missouri Synod preferred
• Supports the Mission and Statement of Faith of Orange Lutheran High School

PHYSICAL REQUIREMENTS

The employee must have the physical abilities to perform the essential functions of the job as outlined above

• Frequently move about the campus, sit for extended periods, talk and hear, use hands to handle, feel, or grasp objects
• Occasionally stand, walk, push, pull, or lift, up to 50 pounds, reach with hands or arms, climb, balance, stoop, kneel, crawl, taste, or smell

WORK ENVIRONMENT

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• The majority of work is performed in a climate-controlled school setting, with occasional outside exposure to varying weather conditions
• The noise level is that of a typical quiet office setting with occasional exposure to moderate to loud noise at school events

This job description intends to provide a representative summary of the essential functions required of positions given this title and should not be construed as a declaration of specific duties and responsibilities of any particular position. Employees will be assigned specific job-related duties through their hiring departments to address the needs of the school and changing business practices. Specific job-related duties assigned by hiring departments shall be consistent with the representative essential functions listed above and shall not be construed as expanding a particular position's role, scope, FLSA status, or grade.