Information Technology (IT) Support Specialist

Summary:

BLaST IU17 is in search of an IT Support Specialist to be the initial point of contact for our school district and clients, providing technical support and troubleshooting for servers, networks, Microsoft 365, Google Workspace, enterprise wireless, and various applications. An IT Support Specialist will be expected to contribute to the continuous improvement of the IT infrastructure and operations. This includes advancing personal competencies and IT skills through provided training as well as mentoring by senior team members. This position will primarily provide in-person services to school districts across the region. Travel will be required for this position.

Essential Functions:

Support: Serve as the initial contact for school district technology staff seeking technical assistance.

Answer incoming support requests via phone, email, or ticketing system and provide timely and effective solutions. Participate in resolving critical issues that may arise, or planned maintenance after-hours

Troubleshooting: Diagnose and resolve hardware and software issues, network connectivity problems, and other IT-related concerns.

Escalate complex issues to higher-level technicians when necessary.

Documentation: Maintain and create detailed records of support requests, and solutions provided.

Keep documentation up to date as changes are being made. Create and update knowledge base articles for common issues and resolutions.

Team Collaboration: Collaborate with other IT support specialists and all other parts of the team to ensure seamless service delivery and project success.

Customer Service: Provide exceptional customer service by demonstrating patience, empathy, and professionalism. Ensure client satisfaction through effective communication and issue resolution.

Interpersonal skills include but are not limited to:

Phone interpersonal skills

Ability to successfully interact with other IT professionals and end-users

Verbal and written communication skills

Technical Knowledge and Skills including but not limited to:

Knowledge of Windows and Linux operating systems.

Basic systems knowledge (Active Directory, Microsoft 365/Azure, Google Workspace,)

Basic knowledge of desktop hardware and software systems

Maintain a valid driver's license and access to a reliable vehicle for scheduled and unscheduled travel.

Advancing personal competencies and IT skills through professional learning to maintain current in emerging trends.

Must be punctual and reliable

Must have the ability to lift equipment weighing up to 50 pounds

Other duties as assigned.