Field Support Specialist

Oracle Taleo; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

The School District of Philadelphia provides customized technology assistance for school and administrative offices. You will troubleshoot computer hardware, software, networks and peripherals and provide on-site support in Windows and macOS environments.

Responsibilities include coordinating with the central technology office, submitting work orders, and maintaining proactive support across diverse school settings. A focus on user satisfaction and clear documentation is required.

Qualifications

• Education equivalent to completion of the twelfth grade.
• Three years of full-time, paid experience in customer support for computer hardware, software, networks and peripherals.
• Certified or other standard certification; Apple Service certification; valid driver’s license.

Responsibilities

• Troubleshoot computer, server, printer and network problems; escalate to higher-level staff when needed.
• Provide on-site technical support for Windows and macOS environments.
• Coordinate with central technology office and help desk for issue resolution.
• Install and configure new computer systems, servers, and related hardware/software.
• Set up LAN, email, and enterprise system accounts; maintain documentation and procedures.

Skills

Troubleshooting

Technical support

Customer service

Network basics

Documentation

Education

High school diploma or equivalent

Tools

Diagnostic software

Antivirus software

Windows/macOS support

Job description

The School District of Philadelphia is committed to becoming the fastest improving District in the country and transforming the educational opportunities it offers to our city’s more than 198,405 students. The District seeks leaders who have a passion for working with schools and communities who are committed to ensuring all students achieve. Serving a population as diverse as ours requires creativity, commitment and vision. Will you join us?

Job Summary

Provides customized technology assistance for school and/or administrative office functions. Responds to routine inquiries and requests regarding the repair, maintenance and resolution of problems associated with computer and technology-related equipment malfunctions. Provides on-site technical support in the use and maintenance of Microsoft Windows or Apple Macintosh computer hardware and software, as well as end-user network attached hardware support. Provides targeted technical support to schools, non-technically managed offices, or off-site facilities, and coordinates with and acts as a liaison to the District’s central technology office and centralized technology support functions.

Essential Functions

• Provides users with solutions to basic problems; troubleshoots computer, server, printer and network problems; troubleshoots legacy systems problems; directs specialized questions to higher-level personnel, the central technology office, or outside vendors for further technical support when necessary.
• Develops and understanding of the specific technology-related needs and functions of individual schools and/or non-technically managed offices to better maintain the computing environment and to provide proactive support. Maintains a solid understanding and works within the framework of the District’s centralized technology support functions, policies, procedures and protocols
• Addresses inquiries pertaining to computer software and hardware, including peripheral and mobile devices.
• Creates and maintains a listing of outstanding or unresolved problems and issues, and submits work order requests, either electronically or by phone, to the central technology help desk as necessary.
• Provides on-site technical support to users in the resolution of problems associated with Microsoft Windows, Apple Macintosh or other computing platform malfunctions; investigates hardware problems; responds to requests from users to repair, upgrade and maintain computer, server and peripheral hardware and software.
• Performs the installation and configuration of new computer systems or servers; installs computer hardware, software and memory; installs operating systems for Microsoft Windows, Apple Macintosh or other computing platforms.
• Sets up stand-alone and network printers; replaces printer toner cartridges.
• Schedules and performs preventative maintenance for Microsoft Windows, Apple Macintosh or other computing platforms, on a routine basis; manages software versions and installs application and system software patches; documents which computers have received maintenance.
• Configures and troubleshoots TCP/IP and other network-related settings for both static and dynamic addressing environments.
• Ensures that all computing devices are equipped with virus and malware prevention tools; identifies and removes virus, malware, and other predatory software from computing devices as necessary
• Obtains software and documentation, either independently or from the District’s central technology office; follows District policy in copying software and documentation to distribute to school and administrative staff.
• Abides by and informs users of District policies regarding software piracy and acceptable use
• Sets up and configures LAN, e-mail, and other enterprise system accounts.
• Uses District approved diagnostic software to assist users in computer troubleshooting and maintenance.

Minimum Requirements

• Education equivalent to the completion of the twelfth school grade.
• Three years of full-time, paid experience in customer support, which have involved assisting users in the maintenance, upgrading and operation of computer hardware, software, networks, and peripheral devices.

Knowledge, Skills and Abilities

Demonstrated knowledge of

• current practices, procedures and techniques used in the maintenance, repair and troubleshooting of computer malfunctions, as they pertain to hardware, software, peripheral devices and network issues. o networking basics such as LAN, WAN, Internet, remote access, Apple OS X, Windows 2022 and Windows 2023.
• the proper functioning of computer hardware, software and peripheral devices.

Demonstrated skill in

• o troubleshooting and problem resolution.

Demonstrated ability to

• o learn technical operational procedures related to District hardware, software, and peripheral devices.
• o maintain user documentation, including printed instructions and other reference materials.
• o understand and explain complex instructions pertaining to Microsoft Windows or Apple Macintosh computer hardware and software.
• o present ideas effectively, both orally and in writing. o establish and maintain effective working relationships.

Certificates/Licenses

• A Certified or other standard certification.
• Apple Service certification.
• Possession of a proper class license valid to operate a motor vehicle in the Commonwealth of Pennsylvania prior to and during tenure of appointment.

Additional Information

Work assignments may involve more than one location.