IT Support Technician - West Valley

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

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

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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!