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Position: Technology Support Specialist

Reports To: Chief Information Officer

Department: Technology

FLSA:  Non-Exempt

Type:  Full-time-12 month position



  • Answers, evaluates, and prioritizes service requests received via SchoolDude software, voice mail, e-mail, and in-person.  Tracks issue progress and remediation in notes in SchoolDude

  • Analyzes and resolves user problems using documented procedures, available tools, and personal knowledge and skills

  • Contacts software and hardware vendors to research problems and determine recommended actions

  • Provides software support for all users (classroom-use software, as well as administrative office software)

  • Resets Google Apps and Active Directory passwords for users

  • Collects and records device’s wireless and Ethernet MAC addresses when adding personal devices to network

  • Applies images to hardware and deploys hardware to new locations

  • Performs initial user-specific setup for standard desktop or laptop computers

  • Resolves all peripheral issues (for example, cameras, PDAs, phones, etc).

  • Assists users with the setup of VOIP phones to include instruction on updating voicemail message(s)

  • Responsible for campus-wide copier and printer support and maintenance as well as configuring network settings on printers prior to deployment

  • Responsible for scheduling the use of and delivery/return of items such as iPad and mobile laptop carts

  • Coordinates the scheduling/communication around ethernet lines that need to be repaired or installed

  • Provides in-person AV support for small-scale presentations to include scheduled night and weekend events

  • Coordinates all AV support activities for large-scale presentations (obtaining all materials for presentations for pre-testing, confirming/assuring arrival times for AV support personnel, coordinating and communicating presentation location setups with Facilities and AV support personnel)

  • With oversight of the CIO, coordinates IT summer process schedules

  • Maintains hardware and software inventory databases, assuring that all incoming and outgoing equipment is properly noted in the system and locations are updated as equipment moves locations

  • Coordinates delivery and staging of new equipment arrivals, as well as shipping off site of equipment for repair, recycle or donation.  Coordinates any sale of retired SHS equipment.

  • Obtains quotes on needed equipment, forwarding quotes to CIO for approvals

  • Coordinates preventative maintenance and vendor services as necessary (for example, setting service appointments for bi-annual maintenance checks on the Christie projectors in the Assembly Hall and HUB)


Additional duties may be assigned by the Chief Information Officer as required.

Education Requirements:

A minimum of an Associates Degree and 1-2 years' experience in technology support, preferably in a school setting.


Organization: Shady Hill School
Job Category:
Specialist / Associate
Areas of Responsibility:
Support / Help desk
Job Level:
Entry-level position
Job Sector:
Information Technology