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:

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

1. Technical Support (Computing Telecom and Audio-visual)
   1. Provide day-to-day technical support for end-user devices including desktops laptops iPads and mobile phones (macOS Windows iOS).
   2. Troubleshoot hardware software and connectivity issues.
   3. Respond to support requests using the organizations ticketing system ensuring timely and effective resolution.
   4. Support Telecom systems including VoIP and mobile devices.
   5. Set up and maintain AV systems including projectors screens microphones speakers and video conferencing tools as needed
   6. Provide AV support for classes events and meetings as needed.

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

1. Vendor & Procurement Support
   1. Coordinate with IT vendors for purchasing licensing repairs and service contracts.
   2. Assist in evaluating hardware and software solutions for compatibility and performance.
   3. Monitor and report on warranty and support agreements

1. Collaboration
   1. Escalate unresolved issues to appropriate support teams (networking systems administration etc.).
   2. Assist with IT projects office moves and system rollouts.
   3. 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

Required Experience:

IC