Job Description

IT Help Desk Support Specialist

Job title

IT Help Desk Support Specialist

Reports to

CEO

Salary

$63,000 Annually

About Us

Welcome to the Community College Preparatory Academy, the first adult charter school in our region dedicated to the lifelong learning of under-accredited adults and the chronically unemployed. Our mission is to serve adult learners—empowering them to be “future-ready” through rigorous education and practical skills training, paving the way for meaningful employment and personal fulfillment. 

**Our Commitment to Excellence: ** 
At Community College Preparatory Academy, we pride ourselves on providing a high-standard, supportive learning environment tailored specifically to adult learners. Our newly designed, state-of-the-art facility aligns perfectly with the unique needs of adult education. It features flexible classroom spaces, advanced technological resources, and a variety of learning environments that promote both collaborative and independent study. 

**Our Core Values: ** 

Start-Up Mentality with Strong Experience : As a growing institution, we embody the agility and innovative spirit of a start-up while leveraging the deep and varied professional experience of our dedicated educators and staff. 
Cultural Competence: We celebrate diversity and are committed to fostering an inclusive environment where every student feels valued and understood. Our staff is trained to recognize and bridge cultural gaps, ensuring a holistic and respectful learning experience. 
Innovative Problem Solvers: We believe in strategic and inventive thinking, in thinking outside the box. With unrivaled intensity, our team continuously seeks creative solutions to meet the unique challenges faced by our students, from flexible scheduling to personalized learning plans.

Mission-Oriented: Our focus remains steadfastly on our mission to uplift and educate. Our commitment to transforming lives through education drives every decision and action.   

**Join Our Team as an IT Help Desk Support Specialist**

We are currently seeking a dynamic and dedicated IT Help Desk Support Specialist to join our team. The ideal candidate will possess a strong technical proficiency with enterprise technology platforms such as networking, information security, end-user computing, mobile device technology, telephony, cloud solutions, email, and collaboration tools. This is an on-site position with the expectation of significant community outreach and engagement.   

Job overview/purpose

The IT Help Desk Support Specialist is responsible for providing support for all technology needs for CCPREP Employees and students, including, but not limited to, hardware, software, mobile devices, networking, and emerging new technologies. This position is also responsible for prompt issue identification and resolution via a web-based ticketing system, telephone calls, as well as email and walk-in requests. Additionally, this position requires basic knowledge of inventory control and management of information assets issued to staff and students.

Duties and responsibilities

Provide technical support to CCPREP employees via phone, remote screen-share, and in-person while adhering to school standards and guidelines.
Remotely support employees who are based on-site, traveling, or at remote offices.
Basic knowledge of VOIP, Hosted PBX, and enterprise cloud-based phone systems
When required, perform software deployment and implementations.
Thoroughly document support activities in a ticketing system, keeping track of ongoing issues and providing practical solutions.
Create Knowledge Base articles for unique solutions to new technical challenges that arise.
Maintain computers and mobile devices with updates to ensure usability and security.
Identify and diagnose any issues that arise and offer effective solutions, following through to resolution.
Work with staff to create desktop/laptop images with the latest updates and configurations.
Represent the IT support team with the highest level of professionalism and customer service.
Other duties as assigned.

Qualifications

Working knowledge of Microsoft Office 365 and Active Directory
Strong technical proficiency with enterprise technology platforms such as networking, information security, end-user computing, mobile device technology, telephony, cloud solutions, email, and collaboration tools.
Candidate should have five years of experience delivering technology support across a diverse range of IT services and technologies, including standard operation systems, desktop applications, and network infrastructure.
Candidate must have a strong track record of exemplifying customer service excellence and accountability/ownership for the total customer experience.
Demonstrated ability to perform well and demonstrate sound judgment under stress when confronted with emergency, critical, or unusual customer situations. Ability to maintain a strong sense of urgency.

Demonstrated ability to effectively and positively manage significant change (i.e., organizational, technical, functional) while maintaining a focus on customer support.
Strong written and oral communication skills with the ability to clearly communicate to external and internal clients regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the CCPREP community
Strong time management skills, including the ability to multi-task, organize workflow, prioritize tasks, and manage a changing workload individually and across a team.
Experience working with the following systems and software a plus: Microsoft Office 365, Cisco Meraki Networks, Zoom, Mimecast, DUO, and Security Systems (Cameras, NVR, Fobs, Intercoms).

EDUCATION AND CERTIFICATIONS

Associate degree or five years of experience in providing IT support in a customer-facing environment.
A+ Certification
Security+ (Preferred)
Knowledge or training in system security, patching, and updating via enterprise system and network management tools
Azure or AWS certification is a plus.

Working conditions

Candidate can potentially have some after-hours and weekend work may be required.
Some Travel may be required as needed, so reliable transportation is preferred.

Physical requirements

Able to stand for extended periods of time
Able to perform repetitive tasks with few breaks
Ability to lift 50 lbs. of equipment

Equal Opportunity Employer