Location: Ohio City,OH, USA
Job Title: Comet Technical Support Specialist
Location: Mason City Schools
Department: Innovative Systems
Reports to: Innovative Systems Officer
The Community Technical Support Specialist plays a pivotal role in Mason City Schools by supporting families, staff, and students with navigating and utilizing digital platforms. Acting as the first point of contact for a wide range of technology-related inquiries, this position ensures accessible and effective assistance both in-person and remotely. Housed in the Family Welcome Center, the role requires a forward-thinking, self-motivated team player who thrives in a collaborative environment and is committed to fostering positive outcomes. Cross-training with Welcome Center staff broadens the ability to deliver seamless, comprehensive support.
At Mason City Schools, we are dedicated to innovation, inclusivity, and teamwork. This position is instrumental in creating an environment where students thrive by empowering our community with the tools they need to succeed. Join us in serving Mason City Schools' families, staff, and students
Key Responsibilities:
* Provide timely, professional, and effective technical support to families and staff for district-supported software programs such as Clever, Schoology, online textbook software platforms such as Savaas, McGraw Hill, etc.
* Deliver support through in-person assistance, phone, email, and remote communication platforms.
* Collaborate with the Family Welcome Center team to streamline the resolution of technical issues and improve the overall support process.
* Maintain thorough knowledge of district systems, including student information systems, learning management platforms, communication tools, and other digital resources used by Mason City Schools.
* Troubleshoot and resolve technical problems, escalating complex issues to appropriate technical teams when necessary.
* Conduct individual and group training sessions for families and staff to enhance their proficiency with district software.
* Document support requests and solutions in the district's ticketing or case management system to identify trends and inform future training initiatives.
* Partner with district teams to develop and update user guides, FAQs, and other support resources.
* Assist with cross-functional duties within the Family Welcome Center to support registration, enrollment, and other family-focused services.
* Continuously explore and recommend innovative solutions to improve the technical support experience for families, staff, and students.
Qualifications:
* Education: Associate's or Bachelor's degree in information technology, education, or a related field, or equivalent work experience.
* Experience:
* Proven experience providing technical support or training, preferably in an educational setting.
* Strong knowledge of software programs commonly used in K-12 education (e.g., Google Workspace, PowerSchool, Canvas).
* Familiarity with help desk ticketing systems and remote support tools.
* Skills and Abilities:
* Exceptional communication and interpersonal skills to work effectively with diverse populations.
* Strong problem-solving skills with the ability to think creatively and implement solutions quickly.
* Highly organized with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
* Ability to learn and adapt to new software and technologies.
* A collaborative team player who is also a self-starter, capable of working independently.
Preferred Qualifications:
* Experience in cross-training roles or environments.
* Multilingual skills are a plus.
Work Environment:
The Family and Staff Technical Support Specialist will work primarily at the Family Welcome Center, offering both in-person and remote support. The position involves frequent interaction with families, staff, and students and requires a high level of professionalism and adaptability.
Terms of Employment: 260 days. Salary and work year to be established by the Superintendent.