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, 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 values of: People Centered, Continuous Learning, Find a 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.  Take the next step in your IT career, and apply today!

Responsibilities

Technical Support and Problem Resolution

• Serve as the dedicated on-site technology resource for faculty, staff, administration, and students.
• Provide hands-on support for a primarily macOS environment, including MacBooks used by faculty and staff.
• Troubleshoot Mac hardware, software, login, connectivity, application, and peripheral issues.
• Support and troubleshoot Chromebooks used by students.
• Provide support for iPads used by younger learners and for project-based classroom activities.
• Assist students using personal BYOD devices with Wi-Fi connectivity, login/access issues, and installation or access to school-required platforms.
• Support classroom technology, including interactive boards, displays, projectors, and other AV equipment.
• Troubleshoot and support network printers and other peripherals.
• Diagnose network and connectivity issues, including Wi-Fi and basic wired-network troubleshooting.
• Provide support within the school’s Google Workspace for Education environment.
• Assist users with access and general support related to the school’s core platforms, including Blackbaud.
• Take ownership of technical issues requiring an on-site presence and conduct thorough troubleshooting to identify root causes.
• Assist with technology projects, deployments, upgrades, and other initiatives as needed.
• Provide occasional technology support for school events, presentations, meetings, and other campus activities.
• Coordinate with Inspiroz’s remote service desk and engineering teams when an issue requires escalation or additional technical resources.
• Clearly document issues, troubleshooting steps, and resolutions to support effective collaboration across the team.

Faculty and Customer Support

The ability to provide strong customer service is just as important as technical ability in this role.

• Build trusted relationships with teachers, administrators, operations staff, division leaders, and school leadership.
• Approach support requests with a “get to yes” mentality, looking for solutions rather than immediately focusing on limitations.
• Demonstrate patience and professionalism when assisting users with varying levels of technical comfort.
• Respond quickly and professionally to issues impacting faculty, classrooms, or school leadership.
• Listen actively to user concerns and communicate technical information in an approachable, easy-to-understand way.
• Follow through on issues and ensure users understand when and how their concerns have been resolved.
• Work collaboratively within a co-managed IT environment, recognizing when to resolve an issue independently and when to engage other members of the support team.
• Maintain a visible, approachable presence on campus and develop strong relationships with the school community.
• Take personal ownership of the quality of service provided and the overall user experience.

Classroom and Event Support

• Provide hands-on troubleshooting for classroom technology and AV equipment.
• Assist teachers with technology issues that could interrupt classroom instruction.
• Support interactive boards, displays, projectors, audio equipment, and other classroom technology.
• Provide occasional technical assistance for school events, meetings, presentations, and special programs.
• Remain calm and responsive when resolving time-sensitive classroom or event-related technology issues.

Ticket Management and Documentation

• Accurately document support requests, troubleshooting activities, and resolutions within Inspiroz’s ticketing system.
• Regularly update ticket statuses and provide clear, concise notes.
• Follow established ticket creation, assignment, escalation, and resolution procedures.
• Coordinate closely with remote service desk and engineering resources to ensure issues are resolved efficiently.
• Maintain clear communication with users throughout the support process.

Requirements

Knowledge, Skills, and Abilities: The successful candidate will have: 

• macOS and MacBook troubleshooting – required
• Chromebook support
• iPad/iOS support
• Google Workspace for Education
• Wi-Fi and basic networking concepts
• Network printers and peripheral devices
• Classroom technology and AV equipment
• User account, login, permissions, and access troubleshooting
• Hardware troubleshooting and installations
• Ticketing and IT service management processes

Experience supporting Blackbaud or another school information/learning platform is a plus.

Experience supporting technology in a K-12, independent school, charter school, higher education, or similarly customer-facing environment is strongly preferred.

Skills:

• Excellent customer service and relationship-building skills
• Strong hands-on Mac troubleshooting skills
• Strong technical troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to communicate effectively with both technical and nontechnical users
• Strong organization and documentation skills

Abilities:

• Ability to deliver patient, high-touch technology support to educators and students.
• Ability to approach challenges with a solution-oriented, “find a way” mentality.
• Ability to work independently as the dedicated on-site technology resource while remaining highly collaborative with remote teams.
• Ability to build relationships with faculty, operations staff, administrators, division leaders, and senior school leadership.
• Ability to prioritize urgent classroom and leadership needs while managing day-to-day support requests.
• Ability to adapt to changing situations and effectively manage multiple priorities.
• Ability to recognize when an issue should be escalated and collaborate effectively with additional technical resources.
• Ability to support a diverse technology environment involving Macs, Chromebooks, iPads, BYOD devices, classroom AV, and network-connected equipment.
• Ability to work professionally and patiently around children and within an educational environment.

Education

Bachelor’s degree in a technology-related field, equivalent technical education, or relevant industry certifications and professional experience.

Experience

• At least 1–2 years of Tier 1/Tier 2 technical support experience.
• Professional experience supporting MacBooks/macOS is required.
• Experience supporting Chromebooks and/or iPads is strongly preferred.
• Previous experience supporting users in an education environment is highly preferred.

Schedule and Location

• Full-time, on-site position in the North Charlotte, NC area
• Monday through Friday during standard school/business hours
• Dedicated to a single independent school campus
• Occasional support may be needed for school events or special programs

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. 

Benefits

• Compensation of 50,000-62,000 depending on experience
• A company dedicated to fostering and maintaining a positive and inclusive company culture. 
• An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions. 
• A company that is committed to continuous improvement while upholding our core principles and values. 

• Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges. 
• A competitive compensation package with generous benefits and bonus potential. 
• Engaging and diverse technical work performed in a dynamic and fast-paced environment. 
• Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and skills.