Technical Support Specialist – Amazon Store

TECHNICAL SUPPORT SPECIALIST

Job Description

The job description below is not meant to encompass every task, skill, or situation that may be encountered in this role. It is meant to give an overview of the necessary functions, skills and experience needed to successfully perform the job. Each employee is expected to use LADD’s mission and The LADD Way to guide their performance. This job description may be modified as organizational needs dictate and changes will be discussed and documented.

Programs

• Responsible for fulfilling LADD’s mission to empower adults with developmental disabilities to live, work and connect; supports staff and participants by ensuring effective deployment, operation, and troubleshooting of LADD’s remote technology systems.

Internal:

• People Served
• Managers
• Intake and Marketing

External:

• Families
• HCDDS teams
• Vendors

The Technical Support Specialist will ensure LADD remote technology is deployed, maintained, and functioning across sites. This role requires strong technical knowledge in remote support systems, deployment scheduling, installation, and troubleshooting. The Specialist will collaborate with the Intake team and designated staff responsible for assessments to ensure technology needs are accurately implemented.

• Provides technical support and guidance to the remote support team when issues arise.
• Oversee reporting and monitoring of LADD’s remote technology systems (e.g., Jotform, Dashboard, apps, HEARO technology).
• Conducts regular quality control checks of technology systems (e.g., battery status, sensor activity).
• Maintains technology inventory and the repair and replace plan
• Performs onsite troubleshooting, repairs, and installations as needed.
• Acts as the primary contact for working with technology vendors (HEARO, Arlo, Blink, Nest, etc.)
• Collaborates with the Intake department and assessment staff to align technology deployment with individual needs and recommendations.
• Communicates timely with coordinator and manager regarding pertinent issues and works collaboratively with peers and other departments
• Models The LADD Way (TLW) and supervises direct reports ensuring their performance is aligned with TLW and the policies and practices set for the department
• Represent LADD in a positive manner as appropriate
• Maintains respectful and timely communication with SSAs
• Stays up to date on industry practices and ensures appropriate ongoing training of current staff
• Trained and equipped to cover and or assist with Remote Shifts
• Keeps up-to-date on all relevant training and certifications

Additional Responsibilities

• Delegation of excess tasks from Coordinator and Manager as needed
• Remote shift coverage as needed

Education/Skills & Experience

• Relevant IT or technical certifications preferred (help desk, networking, hardware installation, CompTIA A+, etc.)
• Knowledge of multiple operating systems and environments (Windows, MacOS, iOS, Android) and ability to troubleshoot across them
• Strong communication and organizational skills
• CPR/First Aid certification
• Valid driver’s license with fewer than six points, and be insured
• High school diploma or equivalent required

Work Environment & Physical Demands

• Position requires work in both office settings and at remote sites, with regular travel between locations.
• Ability to lift and carry up to 50 pounds of equipment safely.
• Ability to stand, sit, bend, reach, and climb a step ladder for extended periods while installing or maintaining technology equipment.
• Comfortable working for extended periods in both seated and standing positions.