IT Services Support Technician

Job Details:

Job Location:

Atlanta, GA 30327. Position Type:
Full‑Time Staff. Education Level: Bachelor's Degree (4‑year degree).

Travel Percentage :
Negligible. Job Category:
Information Technology. Position Status:
Salaried, non‑exempt, full‑time, regular, 12‑month. Hours of Work:
Typical hours are 7:30am to 4:00pm, Monday through Friday. Some weekend and evening work will be required. This is an in‑person, on‑campus position. Supervisor:
Chief Information Officer.

Supervisory Responsibilities:

None.

The Westminster Schools is committed to providing the best technology resources and solutions to support the school's mission. The IT Services department is responsible for monitoring the school's technology needs, evaluating new and emerging technologies, and providing the necessary resources to enhance communication for all members of the school community. The IT Services department is also responsible for supporting professional development on integrating technology in the classroom, while maintaining the necessary equipment to meet the school's academic and administrative needs.

The IT Services Senior Support Technician oversees overall technology support, including vision and service‑level agreements. He or she reports directly to the Chief Information Officer, serves as a leader of the information technology support team, and works closely with other members of the Support Technician team and the IT Services department to deliver the expected strategic benefits to Westminster Schools.

This position offers efficient, flexible project management and support services, with a strong commitment to exceptional customer service and to ensuring user satisfaction as the ultimate goal.

High School diploma required;
Bachelor's degree (B.S.) from a four‑year college or university preferred; two to four years related experience as follows:

• 3+ years of responsibility in customer service, help desk, network support, or desktop support is required
• 3+ years of experience and working knowledge of fundamental operations of relevant software, hardware, and other related equipment
• 3+ years minimum required experience with all Apple hardware, macOS, iPadOS, and iOS
• 3+ years minimum preferred experience with Google Workspace, including Gmail and Google Drive
• 2+ years minimum preferred experience with Microsoft Windows operating systems
• 2+ years minimum required conducting technology projects and upgrades
• Preferred certification in Apple and Microsoft integration or comparable skills and experience
• Preferred certification or experience in JAMF or other mobile device management
• Experience with a ticketing system for request assignment, tracking, escalation, and reporting
• Experience with typical classroom and office technologies, such as projectors, telephones, printers, copiers, etc.
• Excellent customer service orientation and ability to work as a flexible, collaborative, and supportive team member, while excelling in a fast‑paced service environment
• Ability to work effectively in a shared office environment while maintaining professionalism, collaboration, organization, and respect for coworkers
• Intellectual flexibility, technical curiosity, a sense of humor, and the ability to learn independently
• Experience communicating and working in an environment with diverse cultural backgrounds

• Implements a strategic support service model in conjunction with IT Services leadership
• Manages, coordinates, and prioritizes urgent and complicated support items and projects
• Partners with vendors and communicates with third‑party supported systems
• Manages at a minimum one major school‑wide technical initiative or product
• Makes recommendations for improvements in workflow and processes
• Maintains technology inventory in the course of conducting work
• Manages hardware asset diagnosis, repair, RMA, and insurance cycles, and contacts appropriate service vendors when necessary
• Responds to end user requests for technical support; end user defined as faculty, staff, students, and the parents of students
• Fields requests from end users via telephone, email, in‑person, and video conference in…