Technology Support Specialist

Technology Support Specialist

The Technology Support Specialist provides technology support for a wide range of technologies used in both academic and administrative settings. Responsibilities include setup, management, and troubleshooting of hardware (computers, mobile devices, printers, projectors), software, audio/visual systems, and telecom equipment. The technician also manages Identity and device registration systems, maintains IT inventory, supports users through a help desk ticketing system, and interacts with vendors for hardware, software, and service needs.

Key Responsibilities:

Device, Identity, and Inventory Management

• Register and manage devices using Mobile Device Management (MDM) and endpoint tools.
• Manage user provisioning, access, and deactivation in identity management systems.
• Participate in relevant employee on/off boarding tasks.
• Maintain accurate records of IT equipment inventory, including device assignment, condition, and lifecycle to ensure devices are updated and compliant.

Technical Support (Computing, Telecom, and Audio-visual)

• Provide day-to-day technical support for end-user devices including desktops, laptops, iPads, and mobile phones (macOS, Windows, iOS).
• Troubleshoot hardware, software, and connectivity issues.
• Respond to support requests using the organization's ticketing system, ensuring timely and effective resolution.
• Support Telecom systems including VoIP and mobile devices.
• Set up and maintain AV systems including projectors, screens, microphones, speakers, and video conferencing tools, as needed.
• Provide AV support for classes, events, and meetings, as needed.

User Support

• Troubleshoot employees with hardware and software, both in person and remotely.
• Respond to technical issues clearly and efficiently while documenting support actions in the ticketing system.
• Track and process equipment check-outs and returns across campuses.

Vendor & Procurement Support

• Coordinate with IT vendors for purchasing, licensing, repairs, and service contracts.
• Assist in evaluating hardware and software solutions for compatibility and performance.
• Monitor and report on warranty and support agreements

Collaboration

• Escalate unresolved issues to appropriate support teams (networking, systems administration, etc.).
• Assist with IT projects, office moves, and system rollouts.
• Create/maintain positive work relationships with colleagues, vendors, etc..

Required Skills & Qualifications:

• Experience in IT support, ideally within a school or multi-site organization.
• Familiarity with supporting Windows, iOS, and mobile devices.
• Working knowledge of AV and telecom equipment and support procedures.
• Understanding of identity and device management tools and systems.
• Experience maintaining IT inventory or asset management systems.
• Strong communication, organizational and problem-solving skills.
• Professional and positive approach to providing assistance to other employees.
• Willingness and ability to travel between campuses as needed.

Preferred Qualifications:

• Experience with MDM platforms (e.g., Apple School Manager, Jamf, Intune).
• Basic understanding of networking (wired and wireless).
• Experience with Identity Management (e.g. Active Directory, Google Admin, etc.).
• Experience working with IT vendors or procurement processes.
• Familiarity with help desk ticketing systems (e.g., Zendesk, Datto, etc.).

Work Environment:

• On-site role supporting multiple locations. Personal car required with mileage reimbursement.
• May require lifting/moving equipment (up to 40 lbs).
• Occasional after-hours support for events, maintenance, or special projects may be required.

Reports to: Director of IT

Monday - Friday 8:00am - 4:00pm