Onsite & Software Support Technician

Position: Onsite & Software Support Technician Location: Greenwood, IN Remote Status: On-Site Job Id: 182-352 # of Openings: 2 Onsite & Software Support Technician This full-time position blends two of Five Star's part-time functions into a single role: on-demand onsite technical support for school buildings within a two-hour drive of the technician's home address, and remote software support for Five Star's software platforms and client districts. The technician splits time flexibly between on-call/scheduled onsite dispatches and the remote software support ticket queue - weekly hours shift based on onsite dispatch volume and software ticket demand, totaling a full-time schedule. The role reports jointly to the Head of Onsite Services (onsite/on-call functions) and the Product Support Manager (software support functions). The individual in this role must be equally comfortable in the field and at a desk - troubleshooting hardware and devices onsite one day, and resolving software and data-support tickets remotely the next. Strong communication, prioritization, and self-direction are essential, since workload and channel shift week to week. Essential Functions Provide Tier I onsite technical support during scheduled visits and on-call dispatches, responding to issues submitted by school staff and/or students. Coordinate availability and visit scheduling with the Head of Onsite Services, confirming visit windows, on-call windows, and expected response times. Perform computer imaging, software installations, technology inventory, and technology maintenance/repair during scheduled site visits. Troubleshoot and repair various devices and peripheral equipment, including but not limited to iPads, MacBooks, Chromebooks, Windows laptops, Windows desktop PCs, and interactive whiteboards. Support seasonal spikes - such as device deployment/collection or back-to-school setup - on an as-needed, scheduled basis. Provide technical support services for Five Star's software platforms via ticketing system, phone, and email. Work closely with school district personnel and team members to ensure timely, process-driven resolution of software issues. Access client assessment data from vendor sites and import files into Pivot; troubleshoot data file import issues on a client-by-client basis. Relay client feedback to the Product Support Manager to inform product enhancements. Participate in quality assurance testing of software solutions. Work within Five Star's ticketing system to log detailed notes for every interaction - onsite or remote - and elevate issues to higher-level support when necessary, collaborating until problems are fully resolved. Communicate clearly with school personnel regarding ticket/visit status, and with Five Star leadership regarding completed work and recurring issues. Attend software team meetings, weekly Experience team meetings, and Five Star's annual in-person conference. Experience troubleshooting hardware, software, and connectivity issues; a problem-solving mindset and customer service background with excellent communication skills. Previous experience working with data files from Microsoft Excel, including CSV files, and Google Apps (Gmail, Drive, Docs, Sheets) preferred. A valid driver's license and reliable transportation to travel within a two-hour radius of home address. Fulfill other duties as directed by the Head of Onsite Services or Product Support Manager. #J-18808-Ljbffr Inuplands