Regional Technology Support Specialist

Partners for Rural Impact’s (PRI) ultimate goal is for an America where all kids are successful, regardless of zip code, income, background, or ability. At PRI, our focus is on ensuring that all children in rural places achieve success. Partners for Rural Impact was born out of our place-based partnership in Appalachia, where we’ve worked for 25 years to create student opportunity and success.

Position Summary

The Regional Technology Support Specialist is a newly created position at Partners for Rural Impact (PRI) that reports to the Associate Director of Information Technology. This role provides both remote and on-site technical support, systems management, and training across PRI’s information technology (IT) infrastructure. Responsibilities include hardware and software support, troubleshooting, configuration, and end-user training. The Regional Technology Support Specialist will leverage strong communication and problem-solving skills to deliver an exceptional user experience. The position leads and operates with the goal that All Rural Students Succeed.

Primary Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements of the position are representative of the knowledge, skill, and/or ability required, with regular and predictable attendance essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as a point of contact for initial and escalated tech support requests via email, phone, chat, or in person for hardware, software, or network issues

• Perform remote and in-person troubleshooting and determine the best solution based on the issue and details provided

• Identify, research, and resolve basic and advanced technical problems for end users

• Provide technical assistance through information sharing and hands-on problem-solving support

• Coordinate with school, district, and partner organization technology staff to troubleshoot and resolve issues when needed

• Install network equipment such as network cables, wireless access points, switches, and routers in PRI offices

• Perform network troubleshooting in PRI offices to determine and resolve internet and network-related problems

• Configure printers and multifunction devices for printing, scanning, and network connection

• Use scripting tools such as PowerShell to automate and streamline operations

• Direct unresolved issues to the next level of support personnel

• Conduct new staff technology onboarding sessions

• Provide technology training to end users

• Monitor and manage the PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs

• Assist with training workshops for staff members on new technologies and organizational technology policies and procedures

• Prepare and maintain documentation for performed tasks, procedures, and IT-related policies

• Create documentation for troubleshooting and resolution steps for IT issues, technical documentation, manuals, and IT policies

• Manage backup and restoration of files in cloud-based systems

• Other roles/duties will be assigned as necessary to assist and support in the attainment of our mission, All Rural Students Succeed

Position Location & Schedule

The position will be considered for remote work in Kentucky with local, state, and sometimes national travel required.

Normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. ET with in-office, hybrid and/or remote work a possibility. Because of the nature of the responsibility to schools, partners, funders, and to the service region, individual offices or departments may have operating hours that extend beyond this period and may include evening and/or weekend hours.

Minimum Qualifications

Education required to ensure success in this position:

• A bachelor’s degree in computer science, information technology, business administration or a related field

• Industry certification such as CompTIA A+, Network+, or Security+ preferred

Experience required to ensure success in this position:

• At least 4 years of general office experience including at least 2 years of IT or related support experience

Special skills, knowledge and abilities:

• Demonstrated knowledge of hardware, software, networking, and technical support procedures

• Proficiency working within Microsoft Office applications and ability to operate software on a variety of platforms

• Demonstrated ability to build relationships and work collaboratively with others

• Strong organizational skills with a demonstrated ability to manage multiple priorities efficiently and effectively

License, certification, or registration necessary:

• Valid driver’s license

• Successfully complete pre-employment background check

Physical requirements:

• Ability to work in a high energy office

• Ability to accurately communicate and exchange information with partners, stakeholders, and/or meeting participants

• Ability to occasionally lift up to 25 lbs

• Ability to travel independently by car and plane regionally and nationally

• Ability to operate standard office equipment

• Ability to operate motor vehicle

Environmental conditions:

• Work in a fast-paced setting with frequent interruptions and shifting priorities

• Occasional work in hot, dusty, or cramped environments

Additional Company Information

PRI offers a wide array of benefit options, to meet the financial, educational, and health needs of you and your family.

• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.

• Flexible spending accounts, plus an employee assistance program.

• Life and long-term disability insurance and retirement plan.

• Generous paid time off work options including vacation, sick leave, and annual holidays, in addition to paid parental leave.

• Tuition assistance and professional development for employees.

Partners for Rural Impact is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.