IT Support Specialist

IT Support SpecialistThe Chapin School, an independent K-12 day school for girls located in New York City, seeks an IT Support Specialist. All candidates are encouraged to be familiar with Chapin’s website and mission.About This RoleOur technology team keeps a predominantly Mac environment running for students, faculty, and staff, and effective support requires understanding the impact that technological friction can have on student outcomes. Reporting to the Director of Technology and working alongside the wider technology team and our Managed Services Providers (MSPs), the IT Support Specialist is the first person our community turns to when they need help or support. This role is responsible for responding directly to the day-to-day issues that arise for our staff and students, resolving them promptly and with empathy so that teachers can focus on teaching and students on learning, while building trust in the technology and in the people behind it.The IT Support Specialist role is a full-time, year-round, on-site position with occasional adjustments to working hours to support school events.Core Duties & ResponsibilitiesServe as the first point of contact for technical support via our ticketing system, telephone, email, and in person. Triage, resolve, and escalate issues within established proceduresProvide student and staff support for macOS, iPadOS, and the applications our community relies on, including diagnosis, software installation, and configurationSet up, deploy, maintain, and repair Apple hardware and peripherals, and manage devices through Jamf Pro and our endpoint management toolsSupport the device lifecycle for students, faculty, and staff: provisioning, enrolment, and end-of-life, in line with procedures set by senior technology staffProvide account and access support within Google Workspace and related cloud services, including password, MFA, and access tasks under established controlsProvide A/V, livestreaming, and classroom technology support for lessons, meetings, assemblies, and events, including setup, troubleshooting, and maintenance of equipmentProvide front-line support for our learning management system (Canvas), including helping teachers set up class pages and answering day-to-day questionsSupport technical onboarding and offboarding of faculty and staff including device and account provisioningMaintain accurate ticket, asset, and inventory recordsContribute to documentation, knowledge-base articles, and standard operating proceduresApply security controls and procedures in daily work, help maintain endpoint and update compliance, and flag anomalies to senior technology staffContribute to a security-conscious culture by supporting awareness initiatives and helping the community use technology safelyCollaborate with the wider technology team and our managed service providers, and serve as an on-site point of contact for routine support and coordinationAdditional responsibilities as needed to meet the needs of the schoolRequired Skills and KnowledgeTwo or more years in end-user or service desk support with a focus on Apple devicesHands-on troubleshooting and repair of macOS and Apple hardwareExperience with Jamf Pro or another mobile device management (MDM) platformExperience supporting users through a ticketing systemWorking knowledge of Google Workspace administration and common cloud applicationsBasic networking literacy, including wireless and connectivity troubleshootingBasic familiarity with Windows in a secondary or legacy capacityStrong communication and customer-service skills and the ability to work both independently and as part of a team.Highly Valued ExperienceExperience in K-12 education or a similar educational environmentApple certifications (e.g. Apple Certified Support Professional, Apple Device Support) or Jamf certification (Jamf 200 or higher)A/V and livestreaming experience, YoloLiv a plusFamiliarity with classroom technologies such as Apple TV, video conferencing, and VeracrossBasic scripting or automation (Bash, AppleScript, or similar)Foundational understanding of data structures, validation, and import/export workflowsCompTIA A+ or an equivalent foundational certificationUnderstanding of service management frameworks (ITIL or similar)Physical RequirementsThis is an on-site role, and regular in-person presence during the school day is an essential function of the position. A substantial and recurring portion of support, such as troubleshooting and handling devices in classrooms and offices, replacing cabling or peripherals, deploying and collecting equipment, and supplementing classroom A/V support, requires hands-on work that cannot be performed remotely.With or without reasonable accommodation, this role requires the ability to lift and move equipment of up to approximately 40 lbs unassisted (such as boxes of devices and monitors), to assist with moving heavier equipment such as servers as part of a team, and to position and install hardware including displays. The role involves periods of standing and frequent, time-sensitive movement between floors and across the school's campus throughout the day, often while relocating equipment.How to apply: Please submit your résumé and cover letter for consideration. Applications will be considered on a rolling basis.Compensation: Commensurate with experience, the range is $75,000-85,000 annually