IT Support Technician

About the role

The Support Technician I provides vital Level 1 technical support for software, hardware, operating systems, and network infrastructure to all district users by diagnosing and resolving technical challenges. Under the direction of the Director of Operational Technology, this role ensures clear, user-friendly communication of technical solutions, delivers on-site and remote troubleshooting, manages hardware deployment lifecycles, and maintains comprehensive technology inventories.

This commitment aligns with Framingham Public Schools’ high expectations for achievement, equal access to culturally responsive, quality instruction, academic proficiency for all students, and a sense of belonging for all subgroups within our schools.

Responsibilities

• Analyzes, researches, and resolves Level 1 technical support tickets regarding hardware failures, operating system errors, and software issues across district Chromebooks, laptops, and desktops.
• Resolves connectivity, operational, and integration barriers for network peripherals including printers, copiers, classroom projectors, and document cameras.
• Counsels and guides district educators and support staff during hardware and software updates.
• Coordinates the setup, system imaging, configurations, and physical distribution of incoming or reallocated district technology assets.
• Executes routine "break/fix" physical hardware repairs on end-user machines, replacing cracked displays, failing batteries, keyboards, and internal boards.
• Enters complete, methodical documentation notes for all customer problems and resolutions inside the district tracking platform to guarantee long-term data trends are captured.
• Collaborates with senior network administrators, engineers, and support specialists within the Operational Technology team to resolve systemic issues.
• Adheres strictly to established IT strategies, procurement rules, data security regulations, and operational standard operating procedures dictated by department leadership.

Requirements

• An Associate’s Degree in Information Systems, Computer Science, or a structurally related technology discipline is preferred.
• Minimum of two (2) years of successful experience in a technical support, helpdesk, or desktop operations position, preferably within an educational or high-volume public sector setting.
• Bilingual proficiency in Spanish and/or Portuguese is preferred.

Skills and Abilities

• Hardware & OS Diagnostic Literacy: Comprehensive knowledge of troubleshooting, repairing, and optimizing end-user devices including Chromebooks, laptops, desktops, tablets, and specialized interactive AV equipment.
• Ticketing & System Workflow Management: Ability to accurately log, track, prioritize, and close out incidents within an enterprise IT HelpDesk ticketing database system while meeting strict service level expectations.
• Deployment & Imaging Architectures: Competence utilizing enterprise device deployment tools, systems configuration networks, and operating system imaging software.
• Clear Technical Communication: Exceptional verbal and written communication skills; ability to translate complex technical diagnostics into clear, user-friendly solutions for non-technical staff.
• Software & Platform Competency: Proficient administration skills within Google Workspace for Education, enterprise cloud platforms, and basic local area network (LAN) structures.
• Organization & Time Management: Strong organizational capacities to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites.
• Interpersonal & Relationship Building: Positive interpersonal skills to build collaborative, trust-based relationships with students, district staff, and tech colleagues.
• Security & Regulatory Alignment: Strict commitment to performing all duties in absolute compliance with district technical standards, IT security profiles, data privacy laws (FERPA/COPPA), and local policies.
• Cultural Proficiency: Demonstrated capacity to support and interact with a diverse workforce, student body, and community in an equitable, inclusive, and culturally proficient manner.
• Resilience & Professional Composure: Ability to maintain a polished, customer-centric approach, professional composure, and solution-focused mindset when addressing high-stakes or unpredictable technology failures.

Qualifications

• Education: An Associate’s Degree in Information Systems, Computer Science, or a structurally related technology discipline is preferred.
• Experience: Minimum of two (2) years of successful experience in a technical support, helpdesk, or desktop operations position, preferably within an educational or high-volume public sector setting.
• Languages: Bilingual proficiency in Spanish and/or Portuguese is preferred.