IT Support Technician III

Lighthouse Works is a mission-driven, values-based organization that creates competitive, integrated employment opportunities for working-age individuals who are blind or visually impaired in Central Florida. We also deliver business services that support and expand rehabilitation training at Lighthouse Central Florida.

Position Summary

Lighthouse Works is seeking an IT Support Technician to provide full-time, on-site technology support at an assigned Neighborhood Schools Initiative (NSI) school in Orlando, FL. This position serves as the primary technology support contact for faculty, staff, and students, resolving day-to-day technical issues, maintaining devices and classroom technology, and coordinating advanced support with the Lighthouse IT team and school district partners.

Essential Responsibilities

• Provide responsive, customer-focused Tier 1 and Tier 2 technical support for hardware, software, user accounts, printers, wireless connectivity, classroom technology, and communication systems.

• Manage support requests through the designated ticketing system, documenting troubleshooting, prioritizing issues, communicating updates, and ensuring timely resolution or escalation.

• Install, configure, deploy, maintain, and troubleshoot computers, Chromebooks, tablets, printers, interactive displays, projectors, and other technology equipment.

• Support Microsoft 365, Google Workspace, educational applications, user onboarding and offboarding, account access, and password resets within authorized procedures.

• Perform routine maintenance, software updates, security patching, device inspections, and equipment inventory management.

• Coordinate escalated technical issues with the Lighthouse IT team, Orange County Public Schools (OCPS), and approved vendors.

• Assist with technology deployments, system changes, classroom presentations, school events, and student assessments.

• Maintain accurate asset records, technical documentation, user guides, and support procedures; provide basic technology training to users.

• Identify and promptly report cybersecurity concerns, equipment loss, unauthorized access, and potential exposure of confidential information.

• Protect student, employee, organizational, and client information while following established security, confidentiality, and access-control requirements.

• Collaborate with school leadership, Lighthouse colleagues, district staff, and vendors to resolve issues and improve technology services.

• Demonstrate Lighthouse’s Core Values of Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.

• Perform other duties as assigned.

Qualifications

Education

• Associate’s degree in IT or a related field, or equivalent education, technical training, and relevant experience required.

• Bachelor’s degree preferred.

Experience

• Three or more years of hands-on IT, desktop, or help desk support experience required.

• Experience supporting Windows, Microsoft 365, Google Workspace, printers, mobile devices, and audiovisual technology.

• Familiarity with ticketing systems, remote support tools, user account administration, device deployment, and asset tracking.

• K–12 school technology support and experience working with a school district or managed service provider preferred.

Knowledge and Skills

• Strong troubleshooting skills and working knowledge of TCP/IP, LAN/WAN connectivity, wireless networks, device management, endpoint security, and preventive maintenance.

• Excellent customer service and communication skills, including the ability to explain technical concepts to nontechnical users.

• Ability to prioritize competing requests, document work accurately, work independently, and recognize when escalation is needed.

• Sound judgment, discretion with confidential information, adaptability, and a willingness to learn new technologies, including assistive technology.

Certifications

• Technical certifications are preferred but not required. Examples include CompTIA A+, CompTIA Network+, and relevant Microsoft or Google certifications.

Physical Requirements

• Regular computer use, walking, and standing throughout the school campus.

• Ability to move and handle equipment weighing up to 50 pounds, with appropriate assistance or equipment as needed.

• Occasional bending, kneeling, reaching, and use of a step ladder. Reasonable accommodations may be available to enable individuals to perform essential functions.

Additional Requirements

• Work full-time on-site at the assigned school during the established schedule, with reliable attendance and transportation.

• Successfully complete a Level II background screening and meet applicable school and client access requirements.

• Maintain confidentiality and comply with Lighthouse policies, school safety procedures, and client security requirements.

• Work occasional approved evenings or weekends for school events, technology deployments, maintenance, or urgent support.

• Travel to Lighthouse or other client locations as needed and coordinated with school coverage.

• Participate in ongoing technical training and professional development.