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    Technology Service Support Specialist - Naples, United States - OptimaEd, LLC

    OptimaEd, LLC
    OptimaEd, LLC Naples, United States

    3 weeks ago

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    Description

    The Opportunity:

    The technology service & support position performs support work in the technology area of the organization. He or she works to ensure that technology resources are utilized effectively. Offer support and technical assistance to staff at Optima academies who are using software, hardware, or other technology systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

    **About the company: **

    We create and provide educational experiences through traditional in-person learning, innovative virtual reality schools, and our exclusive VR-based student field trips and programs. All implement our rigorous, time-tested liberal arts and sciences curriculum, giving families the high-quality options and choices that best suit their lifestyle and student's needs. We also serve the education community at large, with branches specializing in education management services, curriculum development, teacher certification, and professional learning. Our goal is to develop innovative and effective tools and resources to better serve and advance the field of education and to make classical education available to every family.

    **The technology service & support position's essential duties and responsibilities are as follows: **

    Services

    • Travel to Optima schools on a regular schedule and as needed to provide support services.
    • Travel to OptimaEd headquarters office on a regular schedule and as needed to provide support services.
    • Respond to customer issues via phone, email and computer chat.
    • Training and assisting other staff members on troubleshooting and diagnosing problems.
    • Manage Help Desk tickets promptly and effectively.
    • Document customer interactions.
    • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.).
    • Run diagnostics to resolve technology-related issues.
    • Escalate issues with next level of difficulty.
    • Install, make changes, and repair technology hardware and software.
    • Follow-up with customers to ensure issues are resolved.
    • Providing technical assistance for questions and problems.
    • Resolving problems with networks and other technology systems.
    • Following up with customers to ensure full resolution of issues.
    • Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
    • Running reports to analyze common complaints and problems.
    • Installing or changing software to fix issues.
    • Supports the inventory of technology equipment.
    • Knowledge of diverse computer systems and networks.
    • Knowledge of technology security and data privacy application.
    • Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
    • Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality.
    • Install and configure appropriate software and functions according to specifications.
    • Maintain local networks in ways that optimize performance.
    • Provide orientation and guidance to users on how to operate new software and technology equipment.
    • Support upgrades and maintenance.
    • Maintain records/logs of repairs and fixes and maintenance schedule.
    • Any other duties as assigned.

    **

    **

    Technical Skills

    • To perform this job successfully an individual must have knowledge of spreadsheet software and word processing software.
    • Microsoft Certified Systems Engineer designation, preferred
    • Network support experience, required

    Minimum Qualifications

    • Three years broad, varied and increasingly responsible experience with computer information systems, and organizational procedures.

    Additional Qualifications

    • Flexibility to work a variety of shifts with minimal notice
    • Available to work regular overtime
    • Excellent oral communication skills
    • Detail oriented in order to keep detailed notes on tickets
    • Highly organized to keep Help desk tickets order
    • Ability to diagnose and resolve basic computer technical issues

    Ability to demonstrate, uphold, and promote in daily interactions a commitment to the school's mission and vision, and the moral character and civic virtue the school embodies.

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

    The organization is an equal opportunity employer. The organization is committed to providing equal opportunity for all individuals in all areas of recruitment, selection, placement, training, assignment, transfer, compensation, benefits, discipline, retention, and promotion. The board commits itself to the policy that there shall be no unlawful discrimination against any person because of race, color, religion, age, sex, national origin or disability. All decisions with regard to employment shall be in compliance with applicable state and federal laws.

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