Enterprise Technology Support Engagement Specialist

Job Summary Reporting to the Enterprise Technology Support (ETS) Engagement Specialist Team Lead, the ETS Engagement Specialist will partner with applicable ITS, Central Office, Schools, and Strategic Vendors to support the I+Innovate CPS TM Program, a professional development/training program, with the goal of advancing the use of technology within CPS classrooms (and other like programs as needed). The ETS Engagement Specialist will provide teachers with support ranging from one-on-one instructional support to team, grade-level, and whole‑school professional development planning and facilitation regarding technology usage. The ETS Engagement Specialist will also serve as a School Customer Liaison between ITS and Schools. Responsibilities Assist End Users in a variety of ways in order to optimize the educational return on the district’s investment of devices and related software tools and apps. Assistance includes teleconferences, webinars, screencasts, live chats, partner site visits, classroom visits, etc. Collaborate with school leadership teams to assess professional development/training needs/opportunities, to include producing a comprehensive action plan/customized strategy for lasting engagement with devices in alignment with the district’s organizational strategy, as requested. Train end users on particular device management tools, for example: GoGuardian, Google Classroom, Apple Classroom, JAMF Pro, and Apple School Manager (ASM). Manage, maintain, support, and troubleshoot access to JAMF Pro and ASM. Create, own, and/or assist in the development of knowledge content (i.e., training slide decks, device usage best practices, etc.) used by schools and the IT Service Desk to assist end users. Monitor and resolve applicable support requests or incidents via the internal ticketing system, recognizing priority tickets and taking action within the expected response time. Design, train, and support the use of GSuite and key Google applications across all device platforms. Other duties as assigned. Qualifications Education Bachelor’s degree from an accredited college or university is required. ITIL certification with an understanding of associated ITIL principles is preferred. Microsoft Office Specialist certification or Microsoft Certified Professional Certification and/or Google Level 1 or Level 2 Certification is preferred. Experience Minimum of six (6) years of IT Enterprise experience, including a minimum of five (5) years experience with at least one device platform (Apple, Chrome, Windows) is required. Previous experience with in‑person and/or remote training and presenting to small and large groups is required. Minimum of four (4) years Mobile Device Management (MDM) administration and support is preferred. Previous experience with large deployments of over 500 users and sites including hands‑on experience with enterprise mobility management technologies in an educational environment is preferred. Practical instructional experience with one or more device platforms in the classroom - 1:1 classroom management and instruction is preferred. Knowledge, Skills, and Abilities Proficiency with one or more device platforms (Apple, Chrome, Windows). In‑depth knowledge of troubleshooting a wide array of device usage issues. Able to facilitate end user training on device technology with one or more platforms (Apple, Chrome, Windows). Demonstrated analysis and investigation skills, with a structured approach to problem‑solving. Strong interpersonal, verbal, and written communication, and organizational skills. Experience using Google Suite apps Proactive, decisive, action‑oriented individual Diligent in following team processes Self‑starter, with the ability to function independently and work in a team to contribute to the team’s success; willingness to share information Conditions of Employment Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part‑time positions, however, all CPS employees must be residents of Illinois. Health & Wellness: Your Care, Your Choice Medical Plan Options Pharmacy Vision Behavioral Health & EAP Employee Wellness Program Financial Security: Planning for Today and Tomorrow Basic Life Insurance Life and Disability Insurance Pension Plans Supplemental Retirement Plans (403(b) and 457(b)) Flexible Spending Accounts (FSAs) Spot Pet Insurance Work-Life Balance: Supporting Your Personal and Professional Life Keep in touch to hear about our organization. #J-18808-Ljbffr Chicago Public Schools