Technology Support Analyst (II)

The Technology Support Analyst II will provide hardware, software and audio/video support across the campus. In this role, the Analyst will troubleshoot employee and student computer issues, be responsible for the imaging and deployment of computing devices, assume ownership of certain applications and have opportunities to participate in technology infrastructure projects. The ideal candidate is self motivated, able to adapt to a fast paced dynamic environment and eager to take on new challenges to use and grow his or her skills.  This is a non-exempt, full-time 12 months position reporting to the Director of IT and Safety

Essential Duties and Responsibilities:

  • Provide full range of support to Castilleja constituents on use of technology throughout the campus such as, laptops, desktops, iPads, printers, copiers, A/V equipment, Google G-Suite and Microsoft Office.
  • Responsible for all phases of managing desktops, laptops and iPads such as the creation of an image, deployment and ongoing maintenance process using an array of tools such as an MDM (Mobile Device Management) solution. This includes computer labs and mobile carts
  • Troubleshoot and resolve basic wired and wireless networking issues
  • Coordinate with third-party vendors on necessary repair services
  • Provide limited hardware and software support for student-owned devices with repair and configuration issues
  • Responsible for administering and maintaining select application stack, which may include the operating system the application is running on along with any additional elements such as a database the application requires
  • Effective use of the help desk system to track and provide timely updates to end user on reported issues
  • Create relevant documentation and training materials in supporting end users
  • Research, evaluate and recommend technology solutions for purchase in relevant areas
  • Manage IT supplies needed to complete daily operations
  • Maintain accurate inventory of all deployed and stored assets
  • Assist and collaborate with other team members in the Technology Department
  • Opportunity to participate in infrastructure  projects, including but not limited to, enterprise applications, server, storage and network planning and upgrades
  • Learn the skills necessary to provide back up Network/ Systems Administration is absent to perform basic infrastructure tasks
  • Perform other duties as assigned

Key Qualifications:

  • Basic understanding of databases such as MySQL, MS-SQL or equivalent a plus
  • Familiarity with virtualization technology such as VMware or equivalent a plus
  • Familiarity with the ebb and flow of a school environment a plus
  • Ability to articulate technical situations to users appropriate for their level of understanding
  • Strong customer service skills; such as being polite, patient, courteous and friendly
  • Ability to perform needs based assessment involving research and defining problem domain
  • Solid critical thinking and troubleshooting skills to resolve complex technical issues; demonstrate good technical judgement; highly resourceful and able to find “outside the box” solutions to non-standard situations
  • Detail oriented, high organizational and excellent time management skills
  • Demonstrated having planned and executed tasks / projects in a detailed and timely manner
  • Self-starter; continued pursuit of learning new things with desire to expand one’s own skills and experience
  • Experience working in a team environment a plus
  • Excellent oral and written communication skills

Requirements:

  • Possess a Bachelor’s degree in a relevant field or equivalent experience
  • Minimum of 3 years of related work in technology support performing increasingly complex  tasks such as computer imaging, deployment, hardware repair, software installation, equipment configuration and working with outside vendors
  • Excellent knowledge of Mac, Windows and iOS clients
  • Experience with Google G Suite (eg. Gmail, Docs, Drive, Calendar) or MS Office (Word, Excel, PowerPoint)
  • Experience or knowledge on some of the following: Directory Service such as Windows Active Directory, mobile device management solutions, endpoint protection and backup, interactive projectors and FileMaker
  • Basic understanding of network and wireless elements such as Firewall, TCP/IP, DHCP, DNS, VPN, wireless authentication and wireless protocols such as 802.11 a,b,g,n,ac
  • Understanding of good practices on safe computing (strong passwords,  multi-factor authentication, etc.)
  • Practical experience using Excel, Google Sheets or similar tool to manipulate data
  • Experience with a programming or scripting language such as PHP, Python, Ruby, HTML, Javascript or Powershell a plus

Physical Demand and Working Environment:

  • Position requires occasional weekend and / or evening work for off-hours system upgrades or school events requiring A/V support
  • Requires occasional driving to local Apple Store for repair services
  • This job is performed in multi-building school environment with stairways
  • Must be able to reach a height of at least six feet; unpack, lift and move equipment (computers, projectors, printers, copiers, etc.) weighing up to 50 pounds; ability to work in low light or cramped spaces; assemble equipment using tools which may require high degree of precision work.

For Consideration:

Please send a cover letter, resume, sample portfolio, and application to hr@castilleja.org. Please use TECHNOLOGY SUPPORT in the subject of your email. Please do not forward to individuals at Castilleja as we cannot guarantee proper response or distribution.