Technical Support Specialist II

FirstLine Schools:  TIER 2 TECHNICAL SUPPORT SPECIALIST

Creating and inspiring great open admissions public schools in New Orleans

About FirstLine Schools

In 1998, FirstLine Schools started the first charter school in New Orleans.  FirstLine now operates four K-8th grade schools and a high school.  Our mission is to create and inspire great open admissions public schools in New Orleans. We do this by:

• Ensuring college and career readiness for all students, as demonstrated by achievement, aspiration, love of learning, and confidence
• Providing a rich variety of education experiences to nurture our students’ character, health, and active citizenship
• Developing the skillfulness of our team members
• Building a sustainable organization that facilitates our long-term success

Our faculty is a diverse and talented group dedicated to our students’ success and to their own growth as teachers.  Our schools are led by leaders who hold themselves accountable for student achievement and teacher development.

Position Summary:

The Tier 2 Technical Support Specialist provides technology support to students and staff across four FirstLine Schools campuses. This position plays a crucial role in ensuring the seamless operation of technology in our schools, supporting the teaching and learning environment by troubleshooting hardware and software issues, repairing staff and student devices, and assisting with IT infrastructure needs. The ideal candidate is a problem-solver with strong customer service skills, a passion for technology, and a commitment to FirstLine’s mission.

Position Responsibilities:

• Provide on-site and remote technical support for staff and students, ensuring timely resolution of hardware, software, and connectivity issues.
• Diagnose and repair staff and student devices, including replacing screens, keyboards, batteries, and other components as needed. 
  • Staff utilize Microsoft Windows based devices and Students utilize Google ChromeOS based devices
• Install, configure, and maintain desktops, laptops, printers, and other school technology.
• Assist with setting up and troubleshooting classroom/auditorium technology, including projectors, document cameras,  interactive whiteboards, interactive panels, and audio-visual systems.
• Maintain accurate records of support requests and device repairs using the IT ticketing system.
• Collaborate with the Director of IT to manage inventory and deploy new devices across schools.
• Assist with network and system administration tasks as assigned by the Director of IT.
• Ensure compliance with FirstLine’s technology policies and data security best practices.
• Work directly with and manage vendors as directed by Director of IT.
• Travel between schools to provide in-person support.

Education & Experience:

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience will be considered.
• Minimum of 2 years of experience in IT support, help desk, or technical troubleshooting roles.
• Experience with device repairs: including x86 based Windows devices (both desktops and laptops), and Chromebooks. 
• Experience with Active Directory and Windows Server 2016-2025. 
• Experience with surveillance system software.
• Experience with content filtering platforms.
• A Basic understanding of networking concepts (DHCP, Wi-Fi technologies, VoIP, etc).
• Experience with Google Apps for Education (G-Suite) systems. 
• Knowledgeable of following operating systems: Windows 11, macOS, iOS, ChromeOS, Android. 
• Familiarity with Mobile Device Management (MDM) and Apple School Manager.
• Familiarity with Microsoft Office and Google Apps based productivity tools.
• Experience working in a school or educational setting is a plus.

Desired Qualities & Characteristics:

• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues independently.
• Excellent customer service and interpersonal skills; ability to work effectively with teachers, administrators, and students.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A commitment to FirstLine Schools’ mission and values.

• Believe in every student’s ability to achieve in a rigorous college or career prep curriculum
• Achieve results based on agreed-upon expectations
• Take personal responsibility 
• Highly detail-oriented 
• Share a commitment to creating great schools in New Orleans
• Strong written and verbal communication skills
• Model the FirstLine values of Service, Learning, Collaboration and Results

Physical Requirements:

• While performing the duties of this job, the employee may be required to sit, walk, stand, talk, and hear. 
• Ability to lift and transport technology equipment (up to 50 lbs).

TIER 2 TECHNICAL SUPPORT SPECIALIST reports to: Director of IT

How to Apply: Please apply online via: http://www.firstlineschools.org/careers 

Salary is competitive and commensurate with experience. FirstLine Schools offers a comprehensive benefits package with a generous 403b plan.

FirstLine Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.