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Description

Inspiroz is seeking a driven, detail-oriented School Technology Specialist (STS) contractor to join our on-site IT support team in New York City.  As a contractor 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, Inspiroz has established a reputation in the Managed IT Services industry as a premier provider of charter school focused technology strategy and support.  Inspired by our core valueswe 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 to identify the 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 to facilitate remote troubleshooting and support. 

• Works closely with the remote service desk team to resolve technical issues. 
• Stay up-to-date with 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 and maintains strong relationships with clients, fostering a sense of trust and partnership. 
• Assists clients in aligning technology solutions with their specific goals and requirements. 
• Ensures client satisfaction by following up on issue resolution and providing necessary 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 ensures timely responses 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 ConnectWise Manage's time entry feature. 
• Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration. 
• Follows the company's established workflow procedures, including ticket creation, assignment, and resolution processes in ConnectWise Manage. 
• Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively. 

Requirements

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 to demonstrate passion 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, recognize when to ask for help, and effectively collaborate with others. 

Education:  The successful candidate should have a Bachelor’s Degree in a Technology related field or equivalent certifications. 

Experience:  The successful candidate should have at least 1-2 years’ experience in Tier 1 and 2 technical support.