Touch Support Jobs (NOW HIRING)

Job Title: Technology Support Specialist 
Location: Mason City Schools
Department: Innovation Office
Reports to: Director of Technology and Innovation

Performance Responsibilities

The Technology Support Specialist is a high-visibility difference maker within the Mason City Schools' technology and digital ecosystem. This role provides proactive, client-focused technical support designed to empower staff and students, ensuring that technology is a catalyst for innovation rather than a hindrance. As the primary face of the Office of Innovation at the building level, this position moves beyond traditional troubleshooting to provide personalized technical partnership. The Technology Support Specialist focuses on the student and staff technology experience fostering a culture of excellence by anticipating needs, supporting our technology and digital environment, and ensuring a frictionless 1:1 teaching and learning experience.

1. Customer Service & User Empowerment

• Customer Service: Provide empathetic, high-touch support for hardware, software, and classroom technology, prioritizing efficient resolution and professional follow-through.
• Onboarding & Coaching: Lead the onboarding for new staff, ensuring all devices and accounts are personalized and functional on day one. Provide ad-hoc, hands-on training for Google Workspace and other district and school supported programs.
• Executive & Event Support: Serve as a technical liaison for district and school administration, ensuring school, community and district presentations and hybrid events execute without technical friction.
• Proactive Wellness Checks: Regularly visit classrooms and offices to identify and resolve potential issues before they impact the learning environment.

2. Modern Endpoint & Classroom Lifecycle

• Fleet Management: Execute the deployment, maintenance, and sustainable refresh of Windows, Apple, ChromeOS, audio-visual, etc. devices in alignment with the district's 1:1 initiative and technology environment.
• Instructional Tech Integration: Install and troubleshoot interactive displays, audio-visual systems, and peripherals, ensuring they are seamlessly integrated into the teacher's instructional workflow.
• Asset Integrity: Maintain accurate, real-time inventory records for site-based hardware and peripherals to ensure data-informed decision-making for future replacement cycles.
• Vendor Liaison: Coordinate hardware repairs and warranty claims with external partners, serving as the owner of the repair process for the end-user.

3. Proactive Cybersecurity & Digital Safety

• Endpoint Protection: Ensure all user devices are running current security agents (EDR/Antivirus) and that OS patches are applied promptly.
• Credential Advocacy: Assist users with Multi-Factor Authentication (MFA) setup and password management, framing security as a personal and professional protection service.
• Threat Identification: Act as the first line of defense by identifying and reporting phishing attempts, suspicious device behavior, or potential data privacy risks.
• Advocate and Educate: Share and educate staff on cybersecurity best practices and our cybersecurity response plan. 
• Student Data Privacy: Support the Director in ensuring classroom apps and software extensions comply with district privacy standards (FERPA/COPPA).

4. Advanced Troubleshooting & Technical Insight

• Root Cause Analysis: Go beyond basic troubleshooting to identify recurring technical patterns and work with the technology department to implement permanent fixes.
• Network Diagnostics: Troubleshoot connectivity issues (SSID interference, IP conflicts, or faulty cabling) using basic network diagnostic tools.
• Cross-Platform Integration: Resolve complex sync issues between Google Workspace, Microsoft 365, and the Student Information System (SIS).
• Hardware Recovery: Perform advanced hardware diagnostics and minor repairs to minimize the time a user is without their primary device.
• Information Integrity: Identify and troubleshoot individual student or classroom-level sync discrepancies between the SIS and digital platforms; collaborate with the district data team to report systemic patterns and ensure seamless access to district platforms.

5. Infrastructure & Operational Support

• Site-Level Connectivity: Act as the by troubleshooting site-level Wi-Fi, Ethernet cabling, and local switch connectivity.
• Telephones & Communication: Manage moves, additions, and changes for district VoIP systems and classroom intercoms.

6. Leadership & Culture

• Security & Access: Assist in the support of local physical security technology (badge readers, cameras) and ensure all endpoints meet district cybersecurity standards.
• Professional Learning: Stay abreast of district and school instructional and productivity tools (e.g., Generative AI, creative media tools, SIS, etc.), district professional learning priorities and emerging technologies and trends to act as a resource for all staff.
• Collaborative Partner: Work closely with the Director of Technology and Innovation, Chief Innovation Officer and other Technology Support Specialists to identify trends in support requests that may indicate a need for broader system changes or professional development.
• Additional duties as assigned by the Chief Innovation Officer or Director of Technology and Innovation.

KNOWLEDGE & OTHER QUALIFICATIONS

Education & Experience

• Required: 3+ years of experience in technical support with a demonstrated focus on high-end customer service.
• Preferred: Bachelor's Degree in Information Technology, Education, or a related field. Experience in a K-12 learning environment.

Technical Skills

• Device Mastery: Expertise in Windows, ChromeOS, and macOS.
• Platform Knowledge: High proficiency in Google Workspace for Education and Microsoft 365.
• Network Fundamentals: Understanding of local connectivity (IP addressing, DNS, VLANs, cabling, wireless access points) sufficient to diagnose issues.
• Hardware: Hands-on experience with laptop repair, interactive flat panels, and AV integration.

Culture and Customer Service

• Solutions-Oriented: A whatever it takes attitude to support students and staff.
• Relational Excellence: The ability to communicate complex tech concepts with empathy and patience to non-technical staff.
• Anticipatory Thinking: The habit of checking one step aheadnot just fixing the issue, but ensuring the user knows how to use the technology, too.

Physical Requirements

• Ability to lift and move equipment up to 40 pounds.
• Ability to work in varied environments, including classrooms, media centers, and technology closets.
• Frequent travel between district buildings.

Terms of Employment:   260 days.  Salary and work year to be established by the Board of Education.