IT Support Specialist II

JOB SUMMARY

The IT Support Specialist II is a key member of the IT support team, providing an elevated level of technical expertise to ensure the efficient operation of Aspire Public Schools' technology infrastructure. This role is a step up from the IT Support Specialist I position, requiring advanced troubleshooting skills and hands-on experience with system management. The IT Support Specialist II will be responsible for managing and supporting various IT systems, including asset management, wired/wireless networks, patch management, endpoint management, mobile device management, Active Directory, Microsoft Intune, web content filtering, Microsoft 365, and Google Workspace support. Additionally, this role will provide some level of server support for print, copier, and imaging servers.

ESSENTIAL FUNCTIONS

Technical Support & Systems Management:

• Serve as an advanced point of contact for troubleshooting and resolving IT-related issues escalated from Level I support.
• Manage and support wired/wireless networks, including configuration, monitoring, data cable testing/repair/termination, and troubleshooting.
• Administer and maintain endpoint management solutions to ensure devices across the organization remain secure and functional.
• Maintain and manage device life cycle in Asset Management.
• Support and be a technical liaison for security systems.
• Provide fundamental Active Directory support, including user account management, maintaining user name changes, and maintaining Organization Units.
• Support Microsoft Intune for mobile device management, application deployment, and security policies.
• Manage and provide support with mobile device management
• Oversee web content filtering solutions, ensuring compliance with school policies and student safety guidelines.
• Provide advanced M365, Onedrive, Google Drive, Google Workspace support, including permissions, sharing settings, and data recovery.
• Offer basic server support, including print and copier server management, imaging server configurations, and maintenance.

Project Support & System Optimization:

• Assist in the implementation of IT projects related to infrastructure improvements and system enhancements.
• Collaborate with IT leadership to evaluate and recommend technology solutions that improve school operations.
• Participate in system updates, patches, and security improvements to ensure a stable IT environment.
• Document processes, solutions, and troubleshooting steps to enhance knowledge sharing within the IT team.
• Assist the Regional Manager with regional technology projects
• Work with system and network administrators to support the efficient operation of school technology infrastructure.

User Training & IT Collaboration:

• Provide guidance and training to IT Support Specialist I team members on troubleshooting techniques and best practices.
• Develop user-friendly documentation and conduct training sessions for staff and teammates on IT-related topics.
• Work closely with other IT team members and site staff to ensure seamless coordination in technology support and infrastructure projects.

Additional:

• Demonstrate knowledge of, and support, the Aspire Public Schools mission, vision, value statements including antiracism, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior
• Be in good standing with no current or recent performance issues or disciplinary actions, as determined by the teammate's former or current manager.
• Perform other related duties as required and assigned

QUALIFICATIONS

Competencies:

• Strong knowledge of networking concepts and hands-on experience with Meraki wireless systems.
• Experience managing endpoint security, mobile device management, and system deployment solutions.
• Proficiency in Active Directory, Microsoft Intune, M365, and Google Workspace administration.
• Familiarity with web content filtering solutions and best practices for K-12 environments.
• Basic understanding of server management, including print servers and imaging servers.
• Working knowledge with troubleshooting low-voltage cabling such as Cat6 and using standard cable testers.
• Ability to troubleshoot and resolve complex IT issues independently and efficiently.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational and multitasking abilities in a fast-paced school environment.
• Familiarity with IT project management tools and ticketing systems.
• Knowledge of cybersecurity best practices and compliance requirements in education.

Minimum educational level & certifications:

• Bachelor's preferred in an information technology-related field
• Industry certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or Google Workspace Administrator.

Experience required:

• Minimum of 3-5 years of experience in IT support, with at least 1-2 years in an elevated support role.
• Minimum of 2 years of experience in an IT support role working in a K-12 educational environment.

Physical requirements:

• Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one worksite to another.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.

Work authorization requirements:

• Clear the Department of Justice background screening
• Authorized to work in the United States
• Provide health (TB) clearance (renewed every four years)

WORK ENVIRONMENT

The work environment characteristics are representative of those in a normal office, classroom/school setting which one might encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires regular travel to school sites in order to interact with school leaders.

• Work indoors in a standard office environment, computer lab, and/or classroom environment
• Work is performed in indoor and outdoor environments
• Exposure to dust, oils, and cleaning chemicals
• Some exposure to childhood and other diseases in a school environment
• May be required to work outside of typical work days and office hours to meet operational deadlines