IT Support Specialist

Job Responsibilities:

Help Desk & Technical Support

• First Response: Serve as the primary point of contact for all tech support requests via email, phone, walk-ins, and the ticketing system.
• Triage & Troubleshooting: Diagnose and resolve issues related to hardware, software, network connectivity, and audio/visual equipment. Escalate complex issues to the Director of IT when necessary.
• User Accounts: Manage user lifecycle events, including creating accounts, resetting passwords, and managing permissions within Google Workspace and Active Directory.
• Classroom Support: Provide rapid response to classroom technology emergencies (e.g., smartboard and sound issues, internet connectivity issues, inability to print) to minimize instructional downtime.

Device Management

• Hardware Maintenance: Troubleshoot, repair, or coordinate repairs for school-owned devices, including MacBooks, iPads, Windows laptops, Chromebooks, and Smartboards.
• Deployment: Assist in the annual summer imaging, configuration, and deployment of faculty and student devices.
• Inventory: Maintain accurate inventory records of hardware assets and software licenses.

Training & Documentation

• Knowledge Base: Create and update "How-To" guides and FAQ documentation for the school community.
• Onboarding: Assist in the technology orientation for new faculty, staff, and students.
• Maintain confidentiality and handle sensitive information with discretion

Qualifications

Required Skills and Experience:

• At least 2 years of professional IT support experience.
• Associate’s degree in a technical field or equivalent certifications (CompTIA A+, Google IT Support, etc.).
• Strong proficiency in managing Google Drive, Gmail, Calendar, Docs, and the Admin Console.
• In-depth knowledge of macOS and iOS troubleshooting, configuration, and management (MDM experience is a plus).
• Proficiency in supporting Windows 10/11 environments.
• Exceptional customer service skills with the ability to explain technical concepts to non-technical users with patience and empathy.
• Excellent time management skills and a proven ability to meet deadlines and manage multiple priorities and deadlines.

Preferred Qualifications:

• Prior experience working in a K-12 or higher education environment.
• Familiarity with Mobile Device Management systems (e.g., Jamf, Mosyle, Google Admin).
• Experience troubleshooting interactive displays (SmartBoards), projectors, and sound systems.

Physical Requirements:

The demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to lift and carry equipment up to 40 lbs (e.g., computers, printers, monitors).
• Ability to move frequently across campus to support various buildings and classrooms.
• Ability to crawl under desks or work in tight spaces to manage cabling.