Reporting to the Chief Information Officer, the Technical Support Specialist II works’ cooperatively with the ITS team. ITS provides support across the entire organization. This role requires a service-oriented mentality, high sense of ownership of the Service Desk requests assigned, a focus on managing and resolving issues in alignment with the Helpdesk system’s and the CIO’s expectations. An ability to establish and maintain communication with personnel to keep them updated with the status of their requests is imperative.

The TSS2 Tech will be responsible for daily end user support of all technology within the Cohasset School District including but not limited to device support & maintenance, hardware and software inventory, basic network troubleshooting, printing, Audio Visual & Digital Interactive equipment, Google Apps, Microsoft 365 and other duties as assigned. Experience with Apple products including Apple IOS devices, iPads, Chrome Books, Windows OS devices is required. In addition, the TSS2 Technician will work with the CPS Leadership group and contracted support providers when required to ensure consistent and reliable technology services at all schools.

Skills:

· Demonstrated experience with troubleshooting and repair services and dedication to customer service.

· Demonstrated knowledge of networking, including basic troubleshooting.

· Demonstrated experience with Windows Operating Systems, iPads, Chromebooks, system imaging and mobile device management techniques.

· Demonstrated experience managing and/or utilization of Google Apps.

· Excellent communication skills and ability to manage multiple tasks simultaneously is required.

· Demonstrated ability to effectively educate/mentor technology users.

· Demonstrated ability to establish and maintain positive, effective working relationships with staff, students, and the community.

· Demonstrated ability to follow and communicate effectively, both orally and in writing.

Responsibilities:

· Provide Level I & II support for technology related issues in a timely manner for all staff and departments

· Provide set-up, configuration, repair and support for hardware, software, basic networking services, peripheral devices, Audio/Visual, presentation and broadcast equipment and other school technologies.

· Provide Audio Visual support for the school.

· Respond to support requests as received from staff in a timely and professional manner using Vorex and Kaseya Ticketing systems.

· Track technology requests in Vorex Service Desk ticketing platform to manage, prioritize, and identify opportunities for efficiency.

· Document and update all Service Desk Tickets and requests for support daily. Escalate support as needed.

· Isolate connectivity issues and seek support as needed for resolution.

· Maintain accurate technology inventory.

· Become familiar with hardware and software applications used throughout the school for End User support.

· Provide training and technical assistance to faculty/staff on various hardware and software.

· Provide technical support in preparation for and during all MCAS/CBT online testing.

· Effectively communicate all technology related issues and statuses to CIO/DCIO, staff and appropriate partners as needed.

· Collaborate with IT administration on the planning, purchase, deployment, and use of technology resources.

· Assist in the evaluation of technology initiatives related to classroom instruction and student learning.

· Participate in system-wide technology initiatives, rollouts and pilots, and provide necessary technical feedback for proper evaluation.

· Participate in informational sessions and training pertaining to innovations in technology.

· Support the use of the Google Platform and Office 365 for Education throughout the school.

· Assist with staff/student access to user profiles, data and applications as required.

· Work with Students to apply SSL Certificates to BYOD devices.

Qualifications:

· Associates degree in a related field or experience in the field of technology repair.

· Experience maintaining and troubleshooting hardware and software issues in a multi-platform environment.

· Experience with projectors, interactive displays, Virtual Reality solutions, 3D printers.

· Experience with various OS, IOS, Apple, Windows, Droid, Mac, Linux.

· A+, MSP Certifications preferred.

· Ability to lift 50 pounds.

· Previous experience in a school setting preferred.

· Team player that can effectively manage multiple priorities.

· Work well with people who have varied technology skill levels.

Equal Opportunity Employer

Cohasset Public Schools is committed to maintaining a work and learning environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Cohasset, MA: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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