The IT Support Specialist provides advanced technical support and contributes to the reliable daily operation of the school鈥檚 technology services.
This role assists the Service Desk by resolving escalated technical issues across devices, infrastructure, classroom technology, and academic and institutional systems. The specialist ensures that students, faculty, and staff experience stable, secure, and consistent technology while contributing to documentation, configuration standards, and operational improvements. Working across IT Operations and Systems environments, this role combines strong troubleshooting capability with structured execution and technical discipline to support a dependable and well-managed technology ecosystem.
Service Desk & Tier 2 Support
Provide Tier 2 support for complex technical incidents and requests.
Diagnose and resolve issues related to devices, operating systems, cloud services, authentication, and connectivity.
Escalate infrastructure or systems-level issues appropriately.
Maintain clear documentation of troubleshooting steps and resolutions.
Ensure professional communication and timely follow-up with users.
Device Lifecycle & Endpoint Management
Prepare, configure, enroll, and maintain school-issued devices (MacOS, iOS, Windows).
Apply configuration profiles and policies via device management platforms (MDM).
Troubleshoot device performance, OS issues, application conflicts, and compliance failures.
Coordinate repairs and warranty cases with vendors.
Support printer troubleshooting and print management platform issues.
Update and manage the inventory of technology-related devices.
Infrastructure, AV & Campus Technology
Troubleshoot Wi-Fi connectivity issues, local network problems, and VOIP device incidents.
Support classroom AV systems, projection, audio equipment, and event technology.
Assist with basic network physical-layer tasks (AP swaps, port patching, cabling coordination).
Support firewall filtering and content filtering troubleshooting at user level.
Identity, Access & Systems Configuration
Configure and maintain user accounts, permissions, and role assignments across institutional platforms.
Support setup and configuration of academic and institutional systems
Assist with onboarding and offboarding processes by ensuring correct account provisioning and system access.
Troubleshoot authentication, permissions, and system configuration issues.
Investigate and resolve operational issues related to platform integrations (e.g., user synchronization).
Escalate issues when deeper platform configuration changes, system adjustments, or integration fixes are required.
Documentation & Process Discipline
Maintain technical documentation for recurring procedures and configurations.
Contribute to maintaining system and device standards.
Identify recurring support patterns and recommend practical improvements.
Support implementation of technical projects led by the IT Manager.