Technical Support Specialist

Current Internship Position 

Information Technology Technical Support Specialist at Community Academy of Philadelphia, CS

Description on this Position

The Information Technology Support Specialist assists CAP members with information technology related questions in person, electronically, and by telephone. Diagnose and resolve computing related issues. Stays current with technological trends related to the schools environment.

Ability to

- Effective time management
- Ability to communicate and interact successfully with a diverse school setting and to develop and maintain positive professional relationships with colleagues and school members.
- Ability to research and report problems, solutions, products and vendors. Analyze situations accurately and take appropriate action.
- Communicate effectively in English
- Ability to capture and communicate the context of a situation
- Excellent oral and written communicate skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
- Ability to work both independently and as a team member
- Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution

Job Duties
- Respond to school member’s requests via telephone, email, via remote access, and in-person.
- Diagnose and resolve advanced information technology hardware and software issues.
- Stay current with technological trends related to the school’s environment.
- Develop and maintain a professional level of proficiency with Information Technology and CAP’s specific systems and technologies
- Identify and escalate situations requiring urgent attention.
- Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
- Work with school’s colleagues to research and document problem resolutions.
- Work independently to research and resolve complex technical issues.
- Work with school’s colleagues in researching and writing documentation and policy.
- Recommend individual and community-wide educational opportunities.
- Provide primary technical support to Business Office; encourage professional development of Business Office by providing training and guidance
- Provide one-on-one virus inspections and training sessions with students and their computers.
- Assist Business Office with this and similar tasks.
- Occasionally visit offices to provide in-time assistance in urgent situations.
- Develop and maintain knowledge of campus and IS departmental roles and responsibilities.
- Performs other related duties as assigned.