Lead Technology Support Specialist

at  Minnehaha Academy

OUR MISSION IS TO PROVIDE A HIGH QUALITY EDUCATION INTEGRATING FAITH AND LEARNING.

Minnehaha Academy is seeking a Lead Technology Support Specialist. The Lead Technology Support Specialist (Tier 2) will provide advanced tech support, mentors and trains Tier 1 staff, and collaborates to solve technology problems. This role requires strong customer service and teamwork skills. This role supports the mission and vision of the Minnehaha Academy and reports to the Director of Technology.

QUALIFICATIONS

• Associate’s degree or equivalent experience in a technology-related field.
• 3+ years of experience in technical support, with a focus on system integration and troubleshooting.
• A+ Technical certification is preferred, or the demonstrated ability to acquire it.
• Strong technical knowledge of Apple devices (macOS, iPadOS), device management systems, and educational platforms (e.g., Schoology, Skyward, Google Workspace).
• The ability to communicate technical information effectively to various users with different levels of technical knowledge.
• Excellent organizational, communication, and customer service skills.
• The ability to maintain confidentiality and support the mission, policies, and guidelines of the school.
• A valid driver’s license is required.
• Ability to relate the Christian faith to learning and life
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• Provide advanced technical support for all devices and software, including diagnosing and resolving hardware, software, and network issues.

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  anage and maintain computers, mobile devices (including a 1:1 student iPad program) and printers including performing system-level diagnostics and preventative maintenance.

• Support IT service management processes, such as incident management, problem resolution, and asset tracking, ensuring compliance with cybersecurity standards and collaborating with the IT team for seamless technology operations.

• Assist with integrating educational systems (SIS, LMS, etc.), ensuring seamless data exchange and consistency.

• Design and implement data transformation processes to improve reporting and decision-making, streamline tasks and enhance user experience.

• Maintain knowledge of IT infrastructure (networks, servers, cloud systems), assists with troubleshooting, and escalates security concerns.

• Support cybersecurity initiatives, ensures compliance with data privacy laws (FERPA, COPPA, and adheres to school IT policies and security protocols.

• Maintain comprehensive documentation of support requests and solutions and analyzes trends to prevent future issues.

• Participate in the implementation of technology deployments and upgrades, including workstation operating systems, desktop images, and peripherals, as well as support planning and budgeting by providing input on new hardware, software, and systems.
• Collaborate with other technology support staff to efficiently resolve technology support requests, providing backup for and acting as a Tier 1 technician when needed.
• Provide ongoing technical training, mentorship, and support to Technology Support Specialist Tier 1 colleagues and provide technical training to end users when necessary.
• Work on site, in person on teacher contract days with some options for working from home possible.
• Other duties as assigned.