IT Support Technician - West Valley

Position Summary

ACES Integrated Classrooms "IT Support Technician"

Department of Information Technology “West Valley”

The IT Support Technician – ACES Integrated Classrooms is responsible for providing first level technical support and classroom technology assistance for ACES Integrated educational environments across two locations. This role serves as the primary onsite IT resource supporting approximately 30 staff members and 10 classrooms while ensuring classroom technology remains operational, reliable, and ready to support daily instruction and student engagement.

This position focuses heavily on classroom technology support, student and staff device troubleshooting, educational technology systems, basic networking support, and day to day operational IT needs within classroom settings. The technician will work closely with Matt Srisamart and the IT department to maintain technology standards, improve response times, and support effective learning environments across ACES Integrated classrooms. This role is not responsible for advanced infrastructure administration but is expected to assist with first level troubleshooting, documentation, and escalation to senior IT staff when necessary.

Duties include, but are not limited to:

Provide first level technical support for classroom technology and instructional devices

Support classroom desktops, Windows 11 laptops, iPads, printers, projectors, interactive displays, speakers, webcams, and educational technology equipment

Troubleshoot hardware, software, printing, audio visual, and internet connectivity issues within classrooms

Ensure classroom devices and technology equipment are operational and ready for daily instruction

Assist teachers and classroom staff with technology related questions and troubleshooting needs

Support classroom setup changes, device replacements, and technology deployments

Troubleshoot and support student and staff devices including Windows 11 devices and iPads

Assist with account access, password resets, MFA support, and Google Workspace related issues

Support Microsoft Office applications, Google Workspace applications, and classroom software platforms

Escalate advanced technical issues to senior IT staff when necessary

Maintain excellent customer service and communication throughout support interactions

Communicate technical concepts clearly and professionally to teachers, staff, and non-technical users within classroom environments

Perform first level troubleshooting for classroom wireless and internet connectivity issues

Support classroom printers, docking stations, monitors, and office peripherals

Assist with maintaining classroom technology inventory and device tracking

Create and update technical documentation and classroom support procedures

Communicate technical concepts clearly and professionally to teachers, staff, and non-technical users within classroom environments

Travel between both ACES Integrated locations to provide onsite classroom support

Assist with classroom technology installations, cable management, equipment moves, and classroom deployment projects as needed

Participate in after hours support or classroom setup projects when required

Assist with maintaining secure classroom technology practices

Proactively identify recurring classroom technology issues and recommend improvements to enhance reliability and classroom efficiency

Ensure devices remain updated with approved software patches and antivirus protection

Report suspicious activity, phishing attempts, or technology security concerns to senior IT staff

Support organizational technology standards and acceptable use policies

Support wireless access points, switches, firewalls, and internet related issues

Assist senior IT staff with first level troubleshooting of wireless access points, switches, firewalls, and internet connectivity issues

Assist with monitoring network performance and reporting outages or abnormalities

Coordinate with senior IT staff and vendors during outages or infrastructure maintenance

Required Qualifications:

Associate degree in Information Technology, Computer Science, or related field preferred

Minimum 2 years of IT support experience

Experience supporting Windows 11 environments, Microsoft Office applications, Windows Laptop, Chromebooks, Google Workspace,  and iPads.

Experience troubleshooting office setup peripherals including printers, monitors, docking stations, webcams, scanners, and conference room equipment

Basic understanding of networking concepts including switches, wireless networking, TCP/IP, DNS, and internet connectivity

Basic understanding of cybersecurity principles and endpoint security tools

Strong troubleshooting and problem solving skills

Excellent communication and customer service skills

Ability to prioritize and manage multiple support requests in a fast paced environment

Ability to travel between multiple clinic locations regularly

Valid driver’s license and reliable transportation

Strong troubleshooting, problem-solving, and customer service skills with broad general knowledge of classroom technology, desktop support, networking fundamentals, A/V systems, and end-user support services

Must be able to lift up to 25 pounds frequently and up to 40 pounds occasionally.

Preferred Qualifications:

Familiarity with Fortinet, Ubiquiti, Google Workspace Admin,  M365, NinjaOne or Freshservice

Knowledge of  FERPA compliance and education technology operations

Exposure to Windows server environments and basic educational support preferred (PCs, iPads, Chromebooks, etc

Experience supporting classroom audio visual systems and instructional technology

Industry certifications such as CompTIA A+, Google certifications, or Microsoft certifications

Proven track record providing Network, Systems, and Customer support

Basic understanding of cybersecurity best practices including phishing awareness, endpoint protection, MFA, and secure account management

Previous experience providing end-user support in a fast-paced dynamic environment.

Experience supporting healthcare or multi-site environments

Familiarity with mobile device management (MDM) platforms and device deployment processes preferred

Position Impact:

This role is designed to support the successful launch and long term growth of the ACES Integrated program by providing dedicated classroom technology support across both locations. The position helps establish a stable and scalable technology foundation for this new initiative while improving classroom technology reliability, reducing instructional downtime, and enhancing the learning experience for students and staff. This role also allows the broader IT department to continue focusing on enterprise infrastructure, cybersecurity, and strategic organizational initiatives while maintaining strong support coverage for this expanding program. Occasional after hours or summer support may be required during classroom deployments or campus technology projects.

Benefits

401(k)

Health insurance

Health savings account

Dental insurance

Vision insurance

Life insurance

Disability insurance

Employee assistance program

Paid time off

Paid training

Professional development assistance

#IND2

Pay Range

$48,000—$54,000 USD