Lead Field Support Technician

*Position is onsite and is not eligible for remote work*

Job Description: Lead Field Support Technician

Location: Specific School Support

Supervisor: Service Delivery Manager

Overview

The primary function of this role is to act as Tier 3 technology support for the faculty, staff, and students of our client. Technician will be assigned a specified group of stakeholders to support. This role will be the direct contact to support various needs assigned by the Director of Technology.

Primary Responsibilities

• Supervise Tier 1 and Tier 2 Field Technicians
• Serve as the primary technician for their designated group of District stakeholders. This includes, but is not limited to:

• Manage the initial support request through the ticketing system.
• Engage in multi-layered troubleshooting steps to diagnose and resolve any issues, with consideration for both short- and long-term impacts of the solution.
• Communicate the details of the efforts, the impacts, and next steps to the end-user.
• Complete support requests in an established time frame.
• Manage, maintain, inspect and repair as needed, all classroom technology to ensure it is in working order, per the district’s vision. This includes:
  • Mobile Devices (iPads, Chromebooks, laptops, etc.)
  • Computers (iMac, MacMini, various Window devices)
  • Projectors
  • Interactive Flat Panels
  • Apple TVs and/or Chromecasts
  • Sound Systems
• Work alongside the District’s instructional technology facilitator(s) to implement and support the district’s technology plan. This includes, but is not limited to:
  • Manage the enrollment, retention, and removal of District assets, per the district’s guidance
  • Manage fleet updates
• Configure and manage technology components to support district assessments
• Communicate, collaborate, and cooperate with faculty, staff, students, and District guests
• Support the District’s Technology Deployments. This includes, but is not limited to:
  • Faculty & Staff devices
  • 1:1 student devices
  • Computer labs and common areas
  • All classroom technology, including:
    • Projectors / Flat Panel Displays
    • Classroom Sound / Voice Amplification Systems
    • Charging options
    • Content Sharing (Apple TVs, Chromecasts, etc.)
• Engage with various District systems to complete tier 1 support tasks. This includes, but is not limited to:
  • Google Workspace / Google Apps / Google Classroom
  • JAMF MDM / Microsoft InTune MDM
  • Apple School Manager / Apple Classroom
  • Seesaw
  • Hapara
• Serve as the onsite technical contact for vendor representatives
• Provide basic hardware and software training to stakeholders with varying technology experience.

Certifications Desired

• CompTIA A+
• CompTIA Network+
• Google IT Support Professional Certificate and Google Workspace Certification
• Jamf Certified Associate (JAMF 100) and/or Microsoft 365 Identity and Services (MS-100)

Experience

• 5+ years Field Support experience
• College Degree or equivocal certifications preferred
• Google Workspace administration preferred
• School District experience preferred
• Network Technician experience preferred
• Apple technical support preferred
• Windows OS support preferred
• Android OS support preferred
• Printer and print server support preferred
• Active Directory support preferred
• Training experience preferred

Job Requirements

• FBI Fingerprint clearance
• Criminal and employment background verification
• TB Test within the last 90 days prior to hire date
• Physical Exam within the last year prior to hire date
• Mandatory District-wide Compliance Training
• Strong organizational, delegation, and communication skills
• Capable of multi-tasking while remaining patient in highly stressful situations

Physical Requirements

• Moderate degree of physical stamina
• Ability to move freely to various locations within school settings
• Frequent standing, walking, sitting, and bending
• Frequent repetitive activities including hands, arms, and legs for clerical related work
• Lifting of devices 40-80 lbs up to waist height
• Lifting a minimum of 25 lbs above their head
• Carry up to 50lbs for a distance of at least 10 yards (30 feet)
• Climbing ladders 6’-10’ high, to complete work tasks
• Exposure to noise and activity in a school setting

Salary Range

$70,000 – 80,000 annually

Why Work Here?

We have a friendly team of goal-oriented people in a culture of sustained excellence. In addition, we offer medical, dental, vision, and life insurance, vacation, sick and personal time off, and retirement savings options.

About Net56 Inc.:

Net56 is a Production IT Company with over 40 years of technology and managed service solutions experience. A dynamic enterprise that has a proven track record for reliable Performance Partnering in Managing IT Services. Net56 acts as a trusted partner to our clients, providing a full suite of IT services including Network & Engineering, Application, Cybersecurity & Governance, Professional Business Development, Cloud Solutions, Operations Management, and Service Desk Support Services. We are team players within our company and with our clients. Join us today as we expand our business and continue growing with our employees.