Onsite & Software Support Technician

Five-Star-Technology-Solutions; Greenwood (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Five-Star-Technology-Solutions seeks an Onsite & Software Support Technician to provide hardware and software support for school districts within a two-hour radius of your home. The role blends on-site visits with remote software assistance, reporting to the Head of Onsite Services and Product Support Manager.

The position requires flexibility between on-call onsite dispatches and remote ticketing, with strong communication and self-direction essential for success in a dynamic, customer-focused

Qualifications

• Excellent communication and prioritization skills.
• Experience troubleshooting hardware and software remotely and on-site.
• Valid driver’s license and reliable transportation within a two-hour radius.
• Experience with Microsoft Excel CSV files and Google Apps.

Responsibilities

• Provide Tier I onsite technical support during scheduled visits and on-call dispatches.
• Coordinate visit windows and expected response times with the Head of Onsite Services.
• Perform imaging, software installations, inventory, and maintenance during site visits.
• Troubleshoot and repair devices (iPads, Macs, Chromebooks, Windows PCs, interactive boards).
• Support software platforms via ticketing system, phone, and email.

Skills

Communication

Onsite support

Customer service

Problem-solving

Tools

Ticketing system

Google Apps

Excel (CSV)

Job description

Position:Onsite & Software Support Technician

Location: Greenwood, IN

Remote Status: On-Site

Job Id:182-352

# of Openings:2

Onsite & Software Support Technician

This full-time position blends two of Five Star's part-time functions into a single role: on-demand onsite technical support for school buildings within a two-hour drive of the technician's home address, and remote software support for Five Star's software platforms and client districts.

The technician splits time flexibly between on-call/scheduled onsite dispatches and the remote software support ticket queue — weekly hours shift based on onsite dispatch volume and software ticket demand, totaling a full-time schedule. The role reports jointly to the Head of Onsite Services (onsite/on-call functions) and the Product Support Manager (software support functions).

The individual in this role must be equally comfortable in the field and at a desk — troubleshooting hardware and devices onsite one day, and resolving software and data-support tickets remotely the next. Strong communication, prioritization, and self-direction are essential, since workload and channel shift week to week.

Essential Functions

• Provide Tier I onsite technical support during scheduled visits and on-call dispatches, responding to issues submitted by school staff and/or students.
• Coordinate availability and visit scheduling with the Head of Onsite Services, confirming visit windows, on-call windows, and expected response times.
• Perform computer imaging, software installations, technology inventory, and technology maintenance/repair during scheduled site visits.
• Troubleshoot and repair various devices and peripheral equipment, including but not limited to iPads, MacBooks, Chromebooks, Windows laptops, Windows desktop PCs, and interactive whiteboards.
• Support seasonal spikes — such as device deployment/collection or back-to-school setup — on an as-needed, scheduled basis.
• Provide technical support services for Five Star's software platforms via ticketing system, phone, and email.
• Work closely with school district personnel and team members to ensure timely, process-driven resolution of software issues.
• Access client assessment data from vendor sites and import files into Pivot; troubleshoot data file import issues on a client-by-client basis.
• Relay client feedback to the Product Support Manager to inform product enhancements.
• Participate in quality assurance testing of software solutions.
• Work within Five Star's ticketing system to log detailed notes for every interaction — onsite or remote — and elevate issues to higher-level support when necessary, collaborating until problems are fully resolved.
• Communicate clearly with school personnel regarding ticket/visit status, and with Five Star leadership regarding completed work and recurring issues.
• Attend software team meetings, weekly Experience team meetings, and Five Star's annual in-person conference.
• Experience troubleshooting hardware, software, and connectivity issues; a problem-solving mindset and customer service background with excellent communication skills.
• Previous experience working with data files from Microsoft Excel, including CSV files, and Google Apps (Gmail, Drive, Docs, Sheets) preferred.
• A valid driver's license and reliable transportation to travel within a two-hour radius of home address.
• Fulfill other duties as directed by the Head of Onsite Services or Product Support Manager.