Technical Support Specialist

School Summary

California Connections Academy is a network of tuition-free public online schools for students in grades K–12. The network of schools is operated by the nonprofit California Online Public Schools and currently includes six schools serving students in 32 counties in California. California Connections Academy schools are accredited by the Schools Commission of the Western Association of Schools and Colleges (WASC).

Position Summary and Responsibilities

Working remotely, the Technical Support Specialist will be responsible for configuring, installing, maintaining, and managing computer hardware and software systems; resolving tickets representing user-generated technical requests or problems and troubleshooting technical processes and issues to maintain productivity; and providing 1st level technical support to staff.

The successful candidate will:

• Collaborate with technical staff and management to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes and guides to improve efficiency and user
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure user satisfaction.
• Demonstrate strong customer service skills and respond to user needs within a timely
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Install and maintain hardware, software, and other equipment to meet user needs, routinely observe operational performance, and install updates when necessary.
• Maintain detailed records of daily interactions with users, installation/update activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Maintain current knowledge of technological advances in computers and peripheral equipment, software, operating systems, and networks including knowledge of PC and MAC operating systems and Google workspace applications.
• Perform helpdesk duties; respond to inquiries; create work orders and assign to appropriate staff; resolve issues as required.
• Prepare hardware, software, and procedural
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Troubleshoot malfunctions of hardware and/or software applications for the purpose of resolving operational issues and restoring services.
• Work under limited supervision following standardized practices and/or
• Leading, guiding, and/or coordinating
• Operating within a defined

Utilization of significant resources from other work units is sometimes required to perform the job's functions. There is a continual opportunity to significantly impact the organization’s services.

Education Requirements:

Graduation from an accredited college or university with a baccalaureate degree with a major in computer science, electronic technology, or a closely related field.

California Connections Academy strives to create an inclusive environment that welcomes and values the diversity of the people we serve. We foster fairness, equity, and inclusion to create a workplace environment where everyone is treated with respect and dignity.

This position ranges from $23 to $33 per hour based on relevant education and experience.