User Support Specialist (SY26-27)

REPORTS TO: Director of Customer Support

POSITION OVERVIEW:

This position will be involved in designing developing and maintaining technology solutions that support the districts educational goals enhance data integration and improve data-driven decision-making. These technology solutions include but are not limited to enterprise systems such as the Student Information System (SIS) the Ed-Fi operational data store and the student assignment algorithm. We seek candidates who are enthusiastic about using technology to address the important issues faced by district stakeholders. A strong curiosity about investigating learning and improving solutions is essential. The ideal candidate will possess strong analytical skills appreciate measurable results and remain determined when facing challenges. This role requires identifying issues and opportunities while asking the right questions. Candidates should have demonstrated experience in computer science or data analytics a commitment to ongoing skill development and a practical approach to problem-solving. We value diverse experiences and encourage different perspectives. Strong communication skills are necessary for clearly explaining technical ideas to various audiences.

Responsibilities:

• Assist in the monitoring and administration of the BPS wide area network
• Evaluates service needs prioritizes work orders coordinates assignment of technicians
• Responds to emergency situations immediately; assessing problems and assists in immediate solutions and coordinates deployment of backup servers and reassigning technicians as needed.
• Assists with upgrades patches and installations of software for school-based technology and coordinates and monitors technician implementation to ensure that school-based hardware is up-to-date and functional via remote connection.
• Install configure and coordinate installation of software packages network connections Internet/Intranet applications printing data recovery anti-virus management tools workstation configurations and remote access protocols; and manage processes/protocols for technician implementation.
• Provide Service Desk tier 1 & 2 support and coverage on a scheduled basis.
• Develops and maintains positive working relationships with internal and external partners providing the delivery of quality customer service
• Coordinates with other units of OIIT with follow-up of Service Desk unresolved issues
• Design and manage installation of hardware/software technology projects for schools or central offices; ensuring completion dates are achieved within desired timelines.
• May serve as OIIT liaison to schools building and maintaining relationships and supporting IT planning in schools
• Guide and direct team of technicians scheduling dispatches for projects and tickets monitoring completion and closing of tickets following standard operating procedures and keeping customer service manager updated on issues; ensures staff are accountable

Qualifications - Required:

• Bachelors degree and a minimum of 3 years experience providing technical support in a complex organization
• Demonstrated solid knowledge of Intel with Microsoft Windows TCP/IP.
• Experience providing hardware and software support to users in WAN and LAN environments; configuring and installing servers.
• Ability to diagnose and resolve hardware software and infrastructure problems relative to LANs and WANs; to install configure and repair PCs and MACs; capable of working with vendors to resolve hardware software and telecommunications problems. Able to work direct and supervise a team of technicians.
• Directs the work of other employees and assigns significant tasks based on Service Level Agreements and prioritization of school-based onsite tech support needs
• Mass. Drivers License with clean driving record with ability to travel to school locations on a weekly basis.
• Current authorization to work in the United States
• An understanding of and commitment to gain greater understanding of what is necessary for an urban school system to enjoy continuous improvement in an increasingly complex and competitive environment.
• A deeply held and unyielding belief in the overarching mission of public education.

Qualifications - Preferred:

• Bachelors in Management Information Systems
• Additional courses and certificates in network/server management.
• May require lifting of up to 50 pounds
• Familiarity with Boston and Boston Public Schools

Terms: C41

The Boston Public Schools in accordance with its nondiscrimination policies does not discriminate on the basis of race color age criminal record physical or mental disability pregnancy or pregnancy-related conditions homelessness sex/gender gender identity religion national origin ancestry sexual orientation genetics natural or protective hairstyle military status immigration status English language proficiency or any other factor prohibited by law in its programs and activities. BPS does not tolerate any form of retaliation or bias-based intimidation threat or harassment that demeans individuals dignity or interferes with their ability to work or learn. If you require an accommodation pursuant to the ADA for the application process please contact the Accommodations Unit at

Required Experience:

IC