IT Support Technician

IT SUPPORT TECHNICIAN Department of Operational Technology – Framingham, Massachusetts – 2026‑2027 School Year POSITION SUMMARY The Support Technician I provides Level 1 technical support for software, hardware, operating systems, and network infrastructure to all district users. Working under the direction of the Director of Operational Technology, the role ensures clear, user‑friendly communication of technical solutions, performs on‑site and remote troubleshooting, manages hardware deployment lifecycles, and maintains comprehensive technology inventories to support instructional and administrative success. QUALIFICATIONS Educational Requirement: Associate’s Degree in Information Systems, Computer Science, or a related technology discipline (preferred). Professional Experience: Minimum of two (2) years 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 (preferred). SKILLS AND ABILITY 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 log, track, prioritize, and close incidents within an enterprise IT help‑desk ticketing database while meeting strict service level expectations. Deployment & Imaging Architectures: Competence using enterprise device deployment tools, system 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 of 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 compliance with district technical standards, IT security profiles, data privacy laws (FERPA/COPPA), and local policies. Cultural Proficiency: Ability to support and interact with a diverse workforce, student body, and community in an equitable, inclusive, and culturally proficient manner. Resilience & Professional Composure: Maintains a polished, customer‑centric approach, professional composure, and solution‑focused mindset when addressing high‑stakes or unpredictable technology failures. ESSENTIAL DUTIES AND RESPONSIBILITIES I. End‑User Technical Support & Diagnostics Analyze, research, and resolve Level 1 technical support tickets for hardware failures, operating system errors, and software issues on district Chromebooks, laptops, and desktops. Resolve connectivity, operational, and integration barriers for network peripherals including printers, copiers, classroom projectors, and document cameras. Conduct timely field‑support dispatches to schools, providing on‑site remediation or remote‑control desktop support as needed. Deliver patient, one‑on‑one technical coaching and guidance to educators and support staff during hardware and software updates. II. Device Deployment & Asset Management Coordinate setup, system imaging, configurations, and physical distribution of incoming or reallocated district technology assets. Perform regular physical and digital inventory updates, compiling data to verify licensing compliance and hardware status reports. Execute routine “break/fix” hardware repairs on end‑user machines, replacing cracked displays, failing batteries, keyboards, and internal boards. III. IT Strategy, Standards & Collaboration Document all customer problems and resolutions within the district tracking platform to capture long‑term data trends. Collaborate closely with senior network administrators, engineers, and support specialists to resolve systemic issues. Adhere strictly to established IT strategies, procurement rules, data security regulations, and operational standard operating procedures. Other duties as assigned by the Director of Technology. PHYSICAL WORKING CONDITIONS Mobility, Navigation & Travel: High physical activity, frequent movement between classrooms, labs, storage hubs, and offices; continuous travel between district school facilities; safe operation of a motor vehicle required. Stationary Tasks: Extended periods at a desk, repairing small device parts, or inputting data into ticketing interfaces. Sensory Requirements: Clear close‑range, color, and depth vision for inspecting micro‑electronic circuitry, manipulating fine wiring, configuring displays, and evaluating digital text. Communication: Effective, clear, and precise communication with students, staff, administrators, and tech partners in person, via email, and telephone. Manual Dexterity & Technology: Continuous hand use for precision tools, pulling cables, detaching enclosures, and typing. General Physical Strength: Capability to lift, slide, reposition, and carry equipment weighing up to 25–30 lb frequently. Working Environment: Varied climate‑controlled offices, standard school settings, active classrooms, and equipment storage centers; exposure to normal computer operational noise and peer disruptions. Technical Safety Compliance: Adherence to safety guidelines when operating tools, managing charging carts, and running equipment wires to prevent tripping hazards. Interaction & Focus: Balance multiple rapid service tickets and maintain focus on data security amid field interruptions. Behavioral Resilience & Composure: Maintain calm, objective, customer‑focused, and professional demeanor during urgent operational drops, catastrophic failures, or demanding workloads. REPORTS TO Director of Technology (and/or designee) Performance evaluated per the Framingham School Committee Contract. SUPERVISORY RESPONSIBILITIES None FAIR LABOR STANDARDS ACT (FLSA) CLASSIFICATION This position is classified as Non‑Exempt (Hourly). TERMS OF EMPLOYMENT Covered under the Framingham School Committee Contract. Work‑Year: 260 days (Twelve‑Months) The District reserves the right to transfer personnel as needed. EQUAL EMPLOYMENT OPPORTUNITY (EEO) Framingham Public Schools provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Framingham Public Schools expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, ancestry, marital status, or veteran status. JOB REQUIREMENTS Citizenship, residency, or work visa required. CONTACT INFORMATION Julie Bellantuoni, Technology Help Desk Department of Operational Technology Email: View email address on click.appcast.io JOB TYPE & SALARY Position Type: Full‑Time Salary: $27.32 – $29.04 Per Hour Job Categories: Administration > Technology #J-18808-Ljbffr