Welcome to The Virtual High School

Technology Support Specialist

The Technology Support Specialist reports to the Vice President of Technology, and is a member of the Technical team. The Technology team is responsible for providing stellar customer service, courseware and systems administration and support, management of technical vendor relations, technical support for participants and staff, staff technical training, evaluations and implementation of educational technology, and file server and staff computer management.

Primary responsibilities of the Technical Support Specialist are to provide overall administration of the course platform and systems, as well as technical support services for VHS participants and staff. S/he will be responsible for tasks and projects such as answering support phone calls, resolving Service Tickets and responding to and resolving Help Desk inquiries. S/he will solve technical problems as they arise, track their causes and resolution, and work to prevent their recurrence. As part of the Technology team, s/he will maintain easy, reliable access for all VHS participants and VHS staff. S/he will also work as a member of the Technology team to administer VHS services.

SPECIFIC RESPONSIBILITIES:

  • Learning Management System (LMS) and Services Administration
  • Creation and maintenance of user accounts permissions, and access
  • Course copies, set-up, and maintenance
  • Maintenance of documentation related to the LMS and systems administration
  • Sys admin support for file storage, sharing, maintenance, and organization

 

Technical Support

  • Responds to first level Service Tickets, while developing VHS technical expertise to respond to a greater variety of Service Tickets, with 24-hour turn around
  • Troubleshoots and beta tests upgrades and new applications
  • Answers technical support phone inquiries

 

In-House Server Support/Workstation Administration

  • Serves as primary point of contact for IT services vendor
  • Provides Hardware/software in-house support as needed
  • Other special projects as required

 

QUALIFICATIONS:

  • Strong problem-solving skills
  • Ability to quickly learn new tasks/processes
  • Strong attention to detail  
  • Self-motivated and a strong work ethic
  • A positive, customer-first attitude
  • Ability to manage multiple projects or tasks simultaneously to completion
  • Ability to take business needs and user goals and translate them to solutions
  • Ability to work in a highly interactive, hands-on, small-team environment
  • Excellent written and verbal communication skills  
  • Experience with online learning system course administration, specifically D2L's Brightspace a plus
  • Experience with Salesforce, Genius SIS, O365 and/or SharePoint a plus
  • Experience working in an educational environment a plus

To apply for this position, submit your resume and cover letter to Human Resources (Jane Gallagher).