IT Support Technician

Position Summary 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. Mission 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. About Framingham 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. Certificates, Licenses, Registrations None Training and Experience 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. 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 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. Essential Duties and Responsibilities Below is an illustration of the various types of work that may be performed: 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. Physical Working Conditions 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. 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. 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. Communication: Must communicate effectively, clearly, and precisely with students, staff, administrators, and tech partners in person, via e‑mail, and on the telephone. 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. General Physical Strength: Regular requirement to perform moderate physical labor; must possess the capability to lift, slide, reposition, and carry technology equipment and bulk device shipments weighing up to 25–30 lbs frequently. Working Environment: Operates inside varied climate‑controlled offices, standard school settings, active classrooms, and equipment storage centers. Subject to normal computer operational noise and frequent peer disruptions. Technical Safety Compliance: Expected to adhere to proper safety guidelines when operating technical tools, managing industrial charging carts, and running equipment wires to prevent workplace tripping hazards. Interaction & Focus: Must interact routinely with diverse stakeholders, balance multiple rapid service tickets simultaneously, and maintain strict focus on structural data security amid frequent field interruptions. Behavioral Resilience & Composure: Capacity to remain calm, objective, customer‑focused, and professional when exposed to urgent operational timeline drops, catastrophic hardware failures during instruction hours, or demanding user workloads. Reports to Director of Technology (and/or designee) The performance of this job will be evaluated as per the Framingham School Committee Contract. Supervisory Responsibilities None 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 (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Framingham Public Schools complies with applicable state and local laws governing nondiscrimination in employment in every location in which the District has facilities. 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. The Framingham Public Schools prohibit sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to the Title IX Coordinator. The notice of nondiscrimination is located at the Framingham Public Schools School Committee website. Framingham Public Schools Nondiscrimination Notice. Revised 2026. #J-18808-Ljbffr Framingham Public Schools