IT Student Specialist

 

JOB TITLE: IT Student Specialist

REPORTS TO:  Director of Operations

GENERAL FUNCTION 
Our IT Student Support Specialist is a key contributor to a great student experience and success at MAX.  Our IT SSS will be responsible for all virtual and classroom technology hardware and software and insuring a MAXimum student experience.  To perform well in this role, one must be self-motivated, self- directed, possess strong customer service skills, strong hardware, and software skills, and adapt readily to new technology.

Full time or Part time. Minimum 20-30 hours per week.

Primary Responsibilities
Responsibilities fall into 3 categories:

  1. Pre-Class
  2. In-class
  3. Maintenance and Support

Pre-class

  • All classes require specific materials and/or software, responsibilities will include, but not limited, to creating and distributing the information to students and instructors as follows:
    • Technical classes require access to the labs hosted by third party hosting companies; this individual will establish all the necessary logins and distribute to the participants.
    • Create virtual platform meetings (Zoom) for virtual classes. Once created, they will be shared with instructors and students.
    • Distribute the digital courseware information to students.
    • Confirms each participants ability to successfully connect ahead of training (2-3 days before class start date).
  • Private or dedicated classes for a client company in addition to the tasks listed above:
    • Confirm with the instructor what environment and student files are required
    • Receive signed off acknowledgement forms from client regarding class requirements
    • Confirm with customer IT contact that hardware and network constraints do not block any required student access to Zoom Meeting or courseware; lab environment and software requirements for student systems are defined and confirmed.
    • Collaborate as needed with Customer, MAX sales and Operations as needed proactively to insure a MAXimum experience.
  • Bootcamp pre-class preparation:
    • Prepare laptops for new students including cleaning and loading new images. Works with bootcamp administrator to assign laptops to registered students and collects equipment agreement.
    • Help the bootcampers providing their own laptops with setup.

In class

This individual connects to each of our live online training engagements the morning of first day of class no less than 30 minutes before class and assists students with any issue they may have – this includes but is not limited to:

  • Connecting to the Zoom Meeting(s)
  • Connecting to the lab environment (any platform)
  • Accessing Digital Courseware (any platform)
  • Extending and navigating dual monitors
  • Audio
  • Take attendance and if students are not connected ten minutes ahead of training, he will reach out to ensure they are not having any technical difficulties.
  • Touch basis with instructors on daily basis to make sure things are running smoothly.
  • Bootcamp
    • IT Support on first day and the duration of the Bootcamp for both virtual and onsite students
    • Demo day – technical support

Maintenance & support

  • Instructor support – at MAX connecting to speakers, virtual connections and presentation systems
  • Troubleshoot, maintain, diagnose, and repair hardware/laptops and software for classroom systems and MAX team members.
  • Maintain a library of setup documentation and virtual machines for lab environments.
  • Research new technologies and services that provide better experience to our customers.
  • Employee peripherals support as needed (purchase and replace)
  • Keep server room organized and accessible
  • Assist with other IT projects as needed.
  • Future:
    • If internal VDI is required, this role will be responsible maintaining and updating as versions of software and courseware are released.
    • Dynamics CRM maintenance/customization improvements (admin)
    • Website level 1 troubleshooting (example, resetting user passwords, help customers if they can’t complete a purchase, etc.)

Skills/Experience requirements

  • Customer service oriented.
  • The drive and willingness to keep learning new technologies, especially those including MAX offerings.
  • Responsible, punctual, and reliable.
  • Flexibility and ability to “think on your feet”.
  • Excellent verbal and written communication skills.
  • Self-Motivated, outgoing and friendly.
  • Responsive and patient.
  • A “me second” attitude.
  • Able to creatively solve complex issues.
  • Maintain a high level of energy and excitement while working with the team to overcome any obstacle.
  • Must have reliable transportation and a willingness to work evenings and weekends if needed.
  • Excellent time management skills.
  • CompTIA A+ certification or equivalent experience.
  • Experience with operating system installation.
  • General knowledge of virtual technologies.
  • Experience with wired and wireless networking.

Skills and experience recommendations:

  • Helpdesk or other call center experience.
  • Microsoft Certified Professional in any discipline.
  • One year of I.T. related help desk support is encouraged.
  • Experience with Office 365, Remote Presentation Software (Zoom), Remote Desktop and Remote Lab Services is encouraged.

Physical requirements

  • Sitting, Standing, Bending, Crawling, Climbing, Lifting

This role may require job-related tasks other than those specifically mentioned.

 

 

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