Regional Technology Support Specialist

Role Overview

• Serve as a point of contact for initial and escalated tech support requests via email, phone, chat, or in person for hardware, software, or network issues.
• Perform remote and in-person troubleshooting and determine the best solution based on the issue and details provided.
• Identify, research, and resolve basic and advanced technical problems for end users.
• Provide technical assistance through information sharing and hands-on problem-solving support.
• Coordinate with school, district, and partner organization technology staff to troubleshoot and resolve issues when needed.
• Install network equipment such as network cables, wireless access points, switches, and routers in PRI offices.
• Perform network troubleshooting in PRI offices to determine and resolve internet and network-related problems.
• Configure printers and multifunction devices for printing, scanning, and network connection.
• Use scripting tools such as PowerShell to automate and streamline operations.
• Direct unresolved issues to the next level of support personnel.
• Conduct new staff technology onboarding sessions.
• Provide technology training to end users.
• Monitor and manage the PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs.
• Assist with training workshops for staff members on new technologies and organizational technology policies and procedures.
• Prepare and maintain documentation for performed tasks, procedures, and IT-related policies.
• Create documentation for troubleshooting and resolution steps for IT issues, technical documentation, manuals, and IT policies.
• Manage backup and restoration of files in cloud-based systems.

Requirements

• A bachelor’s degree in computer science, information technology, business administration or a related field.
• Industry certification such as CompTIA A+, Network+, or Security+ preferred.
• At least 4 years of general office experience including at least 2 years of IT or related support experience.
• Demonstrated knowledge of hardware, software, networking, and technical support procedures.
• Proficiency working within Microsoft Office applications and ability to operate software on a variety of platforms.
• Demonstrated ability to build relationships and work collaboratively with others.
• Strong organizational skills with a demonstrated ability to manage multiple priorities efficiently and effectively.
• Valid driver’s license.
• Successfully complete pre-employment background check.

Tech Stack

• Cloud

Benefits

• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.
• Flexible spending accounts, plus an employee assistance program.
• Life and long-term disability insurance and retirement plan.
• Generous paid time off work options including vacation, sick leave, and annual holidays, in addition to paid parental leave.
• Tuition assistance and professional development for employees.