IT Support Technician

IT SUPPORT TECHNICIAN

Department of Operational Technology – Framingham, Massachusetts – 2026‑2027 School Year

The Support Technician I provides Level 1 technical support for software, hardware, operating systems, and network infrastructure to all district users. Working under the direction of the Director of Operational Technology, the role ensures clear, user‑friendly communication of technical solutions, performs on‑site and remote troubleshooting, manages hardware deployment life cycles, and maintains comprehensive technology inventories to support instructional and administrative success.

• Educational Requirement: Associate’s Degree in Information Systems, Computer Science, or a related technology discipline (preferred).
• Professional
  
  Experience:
  
  Minimum of two (2) years in a technical support, helpdesk, or desktop operations position, preferably within an educational or high‑volume public sector setting.
• Language Proficiency: Bilingual proficiency in Spanish and/or Portuguese (preferred).

• Hardware & OS Diagnostic Literacy: Comprehensive knowledge of troubleshooting, repairing, and optimizing end‑user devices including Chromebooks, laptops, desktops, tablets, and specialized interactive AV equipment.
• Ticketing & System Workflow Management: Ability to log, track, prioritize, and close incidents within an enterprise IT help‑desk ticketing database while meeting strict service level expectations.
• Deployment & Imaging Architectures: Competence using enterprise device deployment tools, system configuration networks, and operating system imaging software.
• Clear Technical Communication: Exceptional verbal and written communication skills; ability to translate complex technical diagnostics into clear, user‑friendly solutions for non‑technical staff.
• Software & Platform
  
  Competency:
  
  Proficient administration of Google Workspace for Education, enterprise cloud platforms, and basic local area network (LAN) structures.
• Organization & Time Management: Strong organizational capacities to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites.
• Interpersonal & Relationship Building: Positive interpersonal skills to build collaborative, trust‑based relationships with students, district staff, and tech colleagues.
• Security & Regulatory Alignment: Strict commitment to compliance with district technical standards, IT security profiles, data privacy laws (FERPA/COPPA), and local policies.
• Cultural Proficiency: Ability to support and interact with a diverse workforce, student body, and community in an equitable, inclusive, and culturally proficient manner.
• Resilience & Professional Composure: Maintains a polished, customer‑centric approach, professional composure, and solution‑focused mindset when addressing high‑stakes or unpredictable technology failures.

• Analyze, research, and resolve Level 1 technical support tickets for hardware failures, operating system errors, and software issues on district Chromebooks, laptops, and desktops.
• Resolve connectivity, operational, and integration barriers for network peripherals including printers, copiers, classroom projectors, and document cameras.
• Conduct timely field‑support dispatches to schools, providing on‑site remediation or remote‑control desktop support as needed.
• Deliver patient, one‑on‑one technical coaching and guidance to educators and support staff during hardware and software updates.

• Coordinate setup, system imaging, configurations, and physical distribution of incoming or reallocated district technology assets.
• Perform regular physical and digital inventory updates, compiling data to verify licensing compliance and hardware status reports.
• Execute routine “break/fix” hardware repairs on end‑user machines, replacing cracked displays, failing batteries, keyboards, and internal boards.

• Document all customer problems and resolutions within the district tracking platform to capture long‑term data trends.
• Colla…