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Technology Support Specialist

Employer
National Heritage Academies
Location
Grand Rapids, MI, US
Salary
Competitive

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SUMMARY:

National Heritage Academies (NHA) is actively searching for a Technology Support Specialist to join an experienced team of professionals dedicated to providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email and through face-to-face interactions by receiving, prioritizing, documenting and actively resolving end user help requests.

COMPANY INFORMATION:

National Heritage Academies (NHA) partners with communities to build and operate public charter schools. Founded in 1995, today NHA has over 100 schools in nine states, serving more than 60,000 students in kindergarten through 12th grade. Our schools are designed to eliminate the achievement gap and provide school choice to families so their children are prepared for success in college, career, and life. In fact, a majority of our schools consistently outperform their local district on the state test. According to the Center for Research Outcomes at Stanford University, NHA is a leading performer among charter schools and management organizations, outperforming both conventional district schools and other charter school operators. In addition, according to our employee survey, over 90% of respondents agree that the work they do is meaningful to them. Join us. Together we impact a life.

DUTIES AND RESPONSIBILITIES:
  • Respond to technical support requests (telephone, email, face-to-face).
  • Solve technical issues using remote management tools and best-practice procedures.
  • Documentation and recording of solutions to assist with knowledge transfer.
  • Assist with deployment of technology.
  • Support technology by traveling on-site when appropriate.
  • Accountable for 95%+ customer satisfaction on resolving trouble tickets.
  • Potential traveling to support schools and/or other IT projects, less than 1 week a year.

QUALIFICATIONS:
  • Bachelor's Degree in an Information Technology discipline, preferred.
  • 1-3 years of professional experience in a Help Desk environment (internship acceptable).
  • Ability to explain technical concepts to non-technical people.
  • Strong verbal and written communication skills.
  • Experience with Microsoft products (NHA is primarily a Microsoft organization).
  • Experience with iPhones/iPad, preferred.
  • Experience with Chromebooks, preferred.
  • Ability to quickly think on feet.
  • Strong customer service skills.
  • Ability and desire to learn.

To learn more about our core values, please click here.

National Heritage Academies is an equal opportunity employer.

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