About OptimaEd

At OptimaEd, we believe education should be more than a process—it should be a journey of discovery, empowerment, and possibility. We are transforming the way the world learns by harnessing immersive technology.

We combine the timeless brilliance of a classical liberal arts and sciences education with groundbreaking innovation, creating immersive coursework, virtual field trips, and a dynamic VR content library that brings learning to life. Our mission is to expand minds, open doors, and make extraordinary educational experiences accessible to every family.

At OptimaEd, we are not just preparing students for the future—we are creating a future worth preparing for.

The Opportunity

The Technology Service & Support Specialist performs support work within the organization’s technology department to ensure that technology resources are utilized effectively. This role provides technical assistance to staff across Optima Academies, supporting software, hardware, and network systems. Support is delivered through diagnostic testing, remote access, phone, email, chat, and in-person troubleshooting.

This is a salaried, exempt position.  As an exempt position, additional hours may be required as necessary to fulfill job responsibilities.  

Compensation is determined annually in accordance with OptimaEd’s established performance evaluation and compensation policies. 

The Technology Service Specialist reports to the Information Technology Manager.

Essential Duties & Responsibilities

Technical Support & Service

• Travel to OptimaED remote locations on a regular schedule and as needed to provide support services.
• Travel to OptimaED headquarters office on a regular schedule and as needed to provide support services.
• Respond to customer issues via phone, email and computer chat.
• Training and assisting other staff members on troubleshooting and diagnosing problems.
• Manage Help Desk tickets promptly and effectively.
• Document customer interactions.
• Perform troubleshooting to diagnose and resolve problems.
• Escalate issues with next level of difficulty.
• Install, make changes, and repair technology hardware and software.
• Providing technical assistance for questions and problems.
• Resolving problems with networks and other technology systems.
• Following up with customers to ensure full resolution of issues.
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
• Running reports to analyze common complaints and problems.
• Supports the inventory of technology equipment.
• Knowledge of diverse computer systems and networks.
• Knowledge of technology security and data privacy application.
• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
• Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality.
• Install and configure appropriate software and functions according to specifications.
• Maintain local networks in ways that optimize performance.
• Provide orientation and guidance to users on how to operate new software and technology equipment.
• Support upgrades and maintenance.
• Maintain records/logs of repairs and fixes and maintenance schedule.
• Any other duties as assigned.

Technical Skills

• Knowledge of diverse computer systems and networks
• Understanding of technology security and data privacy best practices
• Proficiency in spreadsheet and word processing software
• Network support experience (required)
• Microsoft Certified Systems Engineer (preferred)

Minimum Qualifications

• Minimum three (3) years of broad and progressively responsible experience in computer information systems
• Ability to diagnose and resolve basic technical issues independently
• Strong organizational skills to manage Help Desk workflow
• Detail-oriented documentation skills
• Excellent oral communication skills
• Flexibility to work varied shifts and overtime as needed

Additional Expectations

• Demonstrate commitment to the school’s mission, vision, and values
• Uphold professionalism in all staff interactions
• Exercise sound judgment and problem-solving skills

Work Environment

• Extended screen time
• Occasional collaboration meetings (virtual or in-person)

Benefits

• Flexible Time Off (FTO)
• Paid Holidays
• Professional Development
• 401(k) with Employer Match
• Health, Dental & Vision Insurance
• $25,000 Life Insurance Policy
• Legal Aid
• Employer Discount Program
• Fun, Supportive, Rewarding Culture & 100% remote     

This job description is not intended to be a comprehensive list of duties. Responsibilities may change at any time with or without notice.

The organization is an equal opportunity employer. The organization is committed to providing equal opportunity for all individuals in all areas of recruitment, selection, placement, training, assignment, transfer, compensation, benefits, discipline, retention, and promotion. The board commits itself to the policy that there shall be no unlawful discrimination against any person because of race, color, religion, age, sex, national origin or disability. All decisions with regard to employment shall be in compliance with applicable state and federal laws.

FL Clearinghouse | Florida Agency for Health Care Administration