Help Desk Support Specialist

The Help Desk Support Specialist is responsible for frontline technical support (Tier 1) to students, faculty, staff, and administrators, providing efficient resolution of technology-related issues. This role is essential in maintaining a positive user experience, managing incoming support requests, and assisting with daily operational technology needs across campus.

The Kinkaid School is a co-educational, nonsectarian day school enrolling over 1,400 students in pre-kindergarten through twelfth grade. The student body is divided into the Lower School (PreK - 4th Grade), the Middle School (5th grade - 8th grade) and the Upper School (9th grade - 12th grade). Located on a sixty-five-acre campus in the heart of Houston, Texas, the Kinkaid offers a thriving intellectual community in the midst of a vibrant, urban, and diverse culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Serve as the first point of contact for users requiring technical assistance, promptly troubleshoot and resolve a wide range of  hardware and software issues
• Escalate complex support issues and requests appropriately and collaborate with Tier 2 and Tier 3 technical staff
• Manage, assign, and update tickets in the help desk system, documenting issue details, troubleshooting steps, and communicating resolutions
• Assist in managing user account creation and permissions across multiple platforms 
• Support onboarding and offboarding processes by configuring devices, accounts, and software
• Create and maintain accurate knowledge base articles and troubleshooting documentation
• Provide basic training and guidance to end-users on using school technology effectively

• Associate degree or equivalent experience in Information Technology or related field preferred
• Minimum of two years experience in a technical support role, ideally in an educational environment
• Availability for occasional after-hours support or on-call shifts
• Extensive knowledge of macOS and iOS troubleshooting and support
• Familiarity with JAMF Pro, Google Workspace, and basic network troubleshooting
• Proficient in managing and prioritizing technical support tasks in a high-demand environment
• Excellent interpersonal and customer service skills 
• Ability to communicate in a clear, concise, and friendly manner
• Proven ability to quickly diagnose, prioritize, and resolve technical problems
• Strong organizational skills and attention to detail

The Kinkaid School provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law, The Kinkaid School complies with applicable state and local laws governing nondiscrimination in employment.