IT Support Technician

IT Support Technician Department Of Technology

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. By maintaining an optimized, reliable technology landscape, this position directly ensures a high-quality environment for instructional and administrative success. 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.

Framingham Public Schools (FPS) is committed to excellence for all students and to creating a workforce that reflects our community's rich racial, linguistic, and cultural diversity. Guided by our mission to empower free-thinking, responsible citizens, we value inclusion, equity, and cultural responsiveness in all we do. FPS strives to provide a safe and welcoming environment where every student and staff member can thrive. We actively seek educators and staff who are committed to antiracism, social justice, and civic engagement. We strongly encourage applications from individuals with disabilities and from members of historically underrepresented groups.

Framingham Public Schools is an Equal Opportunity Employer committed to building a culturally responsive, antiracist, and inclusive community where all individuals are valued, respected, and supported to thrive.

Framingham, Massachusetts, is a vibrant and diverse suburban community located 20 miles west of Boston, serving as a major hub in the MetroWest area. It successfully blends urban convenience with the comfort of New England neighborhoods, characterized by cultural diversity and a strong community spirit.

A key asset is the Framingham Public School system, which is committed to equity, inclusion, and student success across its nine elementary schools, three middle schools, and Framingham High School. The district is recognized for its dual language programs, comprehensive special education services, and dedication to serving a diverse student population, preparing all learners for college and careers.

Framingham is also home to Framingham State University and offers abundant outdoor opportunities, including Cushing Memorial Park and Callahan State Park. With its blend of educational resources, accessibility, and dynamic community life, Framingham is a welcoming place to live and grow.

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Framingham Public Schools seeks candidates whose background, teaching, or service has prepared them to contribute to our commitment to diversity, inclusion, and belonging in all aspects of education.

• Educational Requirement: An Associate's Degree in Information Systems, Computer Science, or a structurally related technology discipline is preferred.
• Professional 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.
• Language Proficiency: Bilingual proficiency in Spanish and/or Portuguese is preferred.

To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skills, and abilities required:

1. Hardware & OS Diagnostic Literacy: Comprehensive knowledge of troubleshooting, repairing, and optimizing end-user devices including Chromebooks, laptops, desktops, tablets, and specialized interactive AV equipment.

2. 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.

3. Deployment & Imaging Architectures: Competence utilizing enterprise device deployment tools, systems configuration networks, and operating system imaging software.

4. Clear Technical Communication: Exceptional verbal and written communication skills; ability to translate complex technical diagnostics into clear, user-friendly solutions for non-technical staff.

5. Software & Platform Competency: Proficient administration skills within Google Workspace for Education, enterprise cloud platforms, and basic local area network (LAN) structures.

6. Organization & Time Management: Strong organizational capacities to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites.

7. Interpersonal & Relationship Building: Positive interpersonal skills to build collaborative, trust-based relationships with students, district staff, and tech colleagues.

8. 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.

9. Cultural Proficiency: Demonstrated capacity to support and interact with a diverse workforce, student body, and community in an equitable, inclusive, and culturally proficient manner.

10. 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.

The essential functions or duties listed below are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if work is similar, related, or a logical assignment to the position.

I. End-User Technical Support & Diagnostics

• 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.

• Conducts timely field-support dispatches to various school facilities, delivering immediate on-site remediation, or administering remote-control desktop support depending on issue severity.

• Delivers patient, one-on-one technical coaching and guidance to district educators and support staff during hardware and software updates.

II. Device Deployment & Asset Management

• Coordinates the setup, system imaging, configurations, and physical distribution of incoming or reallocated district technology assets.

• Conducts regular physical and digital hardware/software inventory updates, compiling data to verify licensing compliance and hardware status reports.

• Executes routine "break/fix" physical hardware repairs on end-user machines, replacing cracked displays, failing batteries, keyboards, and internal boards.

III. IT Strategy, Standards & Collaboration

• 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 closely 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.

Other duties as assigned by the Director of Technology.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Mobility, Navigation & Travel: Demands high physical activity. Requires frequent movement between distinct classrooms, computer labs, storage hubs, and offices across multi-floor environments. Continuous travel between district school facilities is mandatory; must operate a motor vehicle safely.

2. Stationary Tasks: Frequently remains in a stationary configuration for extended periods when working at standard desk configurations, repairing small device parts, or inputting data into ticketing interfaces.

3. Sensory Requirements: Must possess clear close-range, color, and depth vision to safely inspect micro-electronic circuitry, manipulate fine wiring harnesses, configure display settings, and evaluate digital text displays continuously.

4. Communication: Must communicate effectively, clearly, and precisely with students, staff, administrators, and tech partners in person, via email, and on the telephone.

5. Manual Dexterity & Technology: Continuous use of hands to finger, handle, feel, and manipulate; high fine-motor dexterity required to safely run precision hand tools, pull network cables, detach fragile device enclosures, and type on standard interfaces.

6. General Physical Strength: Regular requirement to perform moderate physical labor; must possess the capability to lift, slide, reposition, and carry technology