User Support Service Specialist - Westminster

The Austin Centers for Exceptional Students is a multifaceted special education program, designed specifically for students with emotional disabilities, autism, intellectual disabilities, specific learning disabilities or other educational challenges. Austin Centers currently serves over a thousand students per year from more than 100 school districts and charter schools on all our campuses. Our Vision: To ignite a brighter tomorrow for every child and youth, regardless of their struggles, by providing unwavering support, world-class education, and a nurturing environment.

Position Summary

The Department of Information Technology seeks an energetic and committed individual for User Support Service Specialist role. This is a full-time position reporting to the Sr. Director of Information Technology at The ACES. The successful candidate will provide excellent IT support for faculty, staff, and students across multiple campuses, Glendale being their home campus.  This position will manage and provide: desktop support; application support; network support, printer support, maintenance and troubleshooting; computer hardware/software maintenance and troubleshooting; and instructional technology and A/V support to the campus community via phone, email or in-person.  This position also requires the ability to work off hours and weekends as necessary to meet the needs of the Institute. 

Essential Functions 

Duties include, but are not limited to: 

• Provide first-level technical support to students, teachers, and staff for hardware and software issues. 

• Troubleshoot and resolve technical problems promptly to minimize disruptions to the learning environment. 

• Assist with user account setup, password resets, and access management. 

• Daily review of ALL open tickets and ensure they are resolved in a timely manner. 

• Mimio technology setup and troubleshooting 

• Perform routine maintenance, repair, and upgrade computer hardware and peripherals. 

• Conduct inventory management to ensure all IT assets are accounted for and properly maintained. 

• Coordinate with vendors for hardware warranty repairs when necessary. 

• Install, update, and maintain software applications used in the educational setting. 

• Assist with software licensing and compliance. 

• Provide guidance and training to users on software usage. 

• Assist in the setup and maintenance of wired and wireless networks. 

• Troubleshoot network connectivity issues. 

• Network security and compliance with relevant policies and regulations. 

• Support the integration and maintenance of classroom technology, including interactive whiteboards, projectors, and assistive technology tools. 

• Collaborate with teachers and therapists to ensure technology aligns with educational goals. 

• Maintain accurate records of technical issues, resolutions, and equipment inventory. 

• Create and update user guides and documentation for standard IT procedures. 

• Assist in implementing and maintaining cybersecurity measures to protect sensitive information. 

• Educate users about cybersecurity best practices. 

• Act as a point of contact for IT-related emergencies and provide timely solutions during critical situations. 

• Stay current with the latest technology trends and attend relevant training sessions or workshops 

• Collaborate with colleagues to share knowledge and best practices. 

Required Qualifications: 

• Bachelor's degree in Computer Science, MIS, a related field, and/or an equivalent combination of education and experience 

• Strong service orientation, with excellent interpersonal and collaboration skills 

• Excellent troubleshooting skills and overall strong general knowledge of information technology including but not limited to delivery and management of training, service, and support services; desktop and application use and management; networking; A/V support; and course management systems, among others 

• Intermediate to advanced skills in the use of Windows-based software including web and internet software and the Office Suite of products. 

• Ability to work effectively as a positive and engaged member of a high-performing / collaborative team of professionals 

• Excellent oral and written communication skills  

• Strong service ethic and demonstrated commitment to excellent customer service  

• Willing to work in a fluid, active, and team-based organization 

• Ability to work effectively in a fast-paced environment with multiple priorities, and in an environment with a sense of urgency to execution and work completion 

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

• Valid CO driver's license 

Preferred Qualifications:  

• Ability to work on PCs, iPads, Chromebooks, and Servers 

• Proven track record providing Network, Systems, and Customer support 

• Cyber Security knowledge 

• Previous experience providing end-user support in a fast-paced dynamic environment. 
• Knowledge and experience working in a K-12 environment. 

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

Joining our team means that you are part of a passionate team of professionals dedicated to meeting the needs of our exceptional students. Austin Centers is committed to diversity, inclusion, and belonging. We strive to create an environment where everyone feels valued and supported, regardless of their background or identity.

Come help us empower bright futures: transforming lives, one student at a time!