Support Technician

The focus of this position is to provide remote or virtual technical support for educators through our Virtual Help Desk service. This also includes the potential for being dispatched to clients for onsite work.

The individual in this highly-visible position must possess excellent skills in the areas of written communication, customer service, and troubleshooting, as well as the ability to prioritize information and support requests.

$45,000 yearly

Responsibilities and requirements include, but are not limited to, the following:

• 
  Staff the Virtual Help Desk and strive to resolve tickets remotely or assign them to the local or onsite technical resource
• Provide Tier I onsite technical support in various school environments by responding to issues submitted by the school staff and/or students via Virtual Help Desk through Proactive Ticket Monitoring
• Work in tandem with the Dispatch Manager to be scheduled for deployment to client sites to reduce ticket counts for Virtual Help Desk clients
• Extend coverage to current Onsite Services clients when an Onsite Technician is unavailable
• Complete Tier 1 work connected to client projects
• Perform computer imaging, software installations, and maintain/repair technology inventory
• Troubleshoot and repair various devices and peripheral equipment including, but not limited to, iPads, Macbooks, Chromebooks, Windows laptops, Windows Desktop PCs, interactive whiteboards, etc.
• Escalate problems to higher-level technical support professionals when necessary or assign tickets to onsite technicians
• Collaborate and communicate with higher-level technical support until problems are fully resolved
• Be exceedingly flexible with scheduling and adapt quickly to changing priorities
• Communicate with school personnel and other colleagues regarding the status of tickets, projects, and other important technology updates and changes

• Minimum of 3 years experience as an onsite technical service
• CompTIA A+ certification preferred, CompTIA Network+ certification also preferred
• Excellent customer service background with professional appearance and communication skills required
• Work both effectively with others in a team environment and independently with minimal supervision and guidance
• Identify Tier 1 issues and resolve them without direction
• Ability to lift and move computers and other potentially heavy technology hardware
• Ability to work remotely
• Must have reliable high-speed internet access at home or residence
• Possess reliable transportation to travel between schools in the state of Indiana
• Maintain an organized work area
• Work designated hours including school breaks/intermissions while also being reachable and flexible to work critical and urgent tickets that may come in during non-school hours

At Five Star Technology Solutions, we believe technology can transform education to meet the needs of today’s K-12 learners. Our K-12-focused staff understands the pressures teachers and schools face and believes the “one size fits all” approach dominating the education market is failing teachers and students. That is why we developed a unique suite of educator-requested, educator-developed technology solutions to help students and schools succeed, including managed services and professional development.