School Technology Specialist

Inspiroz is seeking a driven, detail-oriented School Technology Specialist (STS) to join our on-site IT support team in Charlotte, NC.As an STS, you will play a crucial role in supporting the day-to-day technology support across Inspiroz’ portfolio of charter schools.

Working under the supervision of an Inspiroz Service Delivery Manager, you will interact regularly with our remote technical support team and various client contacts.

For over a decade,Inspirozhasestablisheda reputation in theManagedITServicesindustry as a premier provider ofcharterschoolfocused technology strategy and support.

Inspired by our core values of:

People Centered,Continuous Learning,Finda Way, Good People, A Better World, Lifelong Partners, Team Players and Ambition,we excel in serving our partners and adapting to their ever-changing technology needs.

Key responsibilities for this position include the following:

Technical support and problem resolution

• Take the lead in resolving technical issues that require on-site support.
• Manage on-site installation, repairs, and maintenance for workstations, network equipment and peripheral devices.

• Conduct thorough troubleshooting toidentifythe root cause of problems.
• Assist with projects on an as-needed basis, collaborating with project teams and stakeholders as required.
• Act as the liaison between on-site operations and the remote IT support team in India.
• Communicate technical issues and requirements to the remote team accurately and clearly.
• Provide detailed information and documentation tofacilitateremote troubleshooting and support.

• Works closely with the remote service desk team to resolve technical issues.
• Stayup-to-datewith the latest technology trends, advancements, and best practices in the education sector.

Customer support and service

• Communicates updates, challenges, and tasks to the client in a clear and timely manner.
• Listens actively to client concerns and addresses them appropriately.
• Establishes andmaintainsstrong relationships with clients, fostering a sense of trust and partnership.
• Assistsclients in aligning technology solutions with their specific goals and requirements.
• Ensures client satisfaction by following up on issue resolution andprovidingnecessary support.

• Takes personal interest in the quality of work and meeting customer needs.
• Demonstrates professionalism and clarity in written communication, ensuring accuracy and attention to detail in all email interactions.
• Responds to emails within two hours during business hours and ensurestimelyresponses to after-hours emails or requests, as per the company's communication policy.’

Time Entry and Ticket Management

• Accurately and diligently tracks time spent on-site using Connect Wise Manage 'stime entry feature.
• Regularly updatesticketstatuses andprovidesclear and concise notes for effective communication and collaboration.
• Follows the company's established workflow procedures, including ticket creation, assignment, and resolution processes in Connect Wise Manage.
• Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively.

Knowledge, Skills, and Abilities:

The successful candidate will have:

Knowledge of:

• Windows Systems
• Mac Systems
• Active Directory
• Networking equipment and concepts
• Hardware repairs and installations

Skills

• Excellent customer service skills
• Excellent hands-on technical support skills
• Excellent verbal and written communication skills

Abilities

• Ability todemonstratepassion for technology, innovation, troubleshooting, and making a difference.
• Ability to adapt to changing situations, be flexible in approach, and effectively multitask.
• Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
• Ability to assess own limitations,…