It Support Specialist

Job Description
Position Overview:
The IT Support Specialist provides support for operational technology services, primarily for our elementary faculty and staff, and supports the educational technology services for the Blake School. The IT Support Specialist works with a three-person team under the direction of the Technology Service and Support Manager.
The IT Support Specialist provides application and device support for macOS and iOS environments utilizing Jamf Pro's MDM, including enrollment, inventory, software distribution, and device configuration. The ideal candidate will have a background in administrative functions related to desktop and mobile operating systems and applications, expertise in macOS, iOS, basic experience with Windows, network troubleshooting, and peripheral equipment.
The successful candidate must be an experienced, self-motivated individual to co-administrator critical services, demonstrate strong troubleshooting skills, provide exceptional customer service, have strong verbal and written communication skills, and have exceptional attention to detail and best judgment. The incumbent must be engaged and participate daily in the operations of all aspects of the school's computers, network, and all telecommunication systems and will work collaboratively with all other constituents in the school community (faculty, staff, students, and parents)
Essential Functions and Responsibilities:
Customer Service and Support

• Provide platinum support to users across the organization, focusing on service and support for mobile and desktop systems.
• Maintain a presence in the community for walk-in support.
• Diagnose and resolve connectivity, application, and hardware issues.
• Ensure the operation of other devices, including copiers, printers, and A/V.
• Develop learning opportunities for applications, hardware, and security policies.
• Manage technical support requests through the service ticket system to record, update, escalate, and close tickets.
• Provide training and support for educational technology colleagues to assist teachers and staff.
• Document user problems, resolutions, and new solutions for future reference.
• Provide support for complex issues unable to be instructional support colleagues.

Systems Administration and Support

• Maintain and support mobile and desktop operating systems, with guidance from the Technology Service and Support Manager.
• Maintain account identities across data and voice systems, including Active Directory/Azure, JAMF Pro, Google Workspace, Adobe Apps, Windows MDM, and Cisco Unified Communications.
• As a member of the security operations team, co-administer systems such as MFA, EDR, password manager, Phishing, and Awareness, to resolve security events.
• Follows internal network security measures to protect data, software, and hardware. Help clients identify technical risks within their IT environment.
• Supports end-user accounts, permissions, access rights, and storage allocations following best privacy, security, and regulatory compliance practices.
• Assists with technical support for client LAN/WAN infrastructure, including Cisco Meraki and IDF maintenance.
• Supports the Windows and PaperCut print server environment, resolving printing issues.
• Monitor the health of systems to counter incidents and problems proactively.
• Collaborate and lead in project-based work with IT Managers and Administrators.
• Support in selecting, configuring, and integrating new applications and services. Attend demonstrations, conduct trials, and collaborate with vendors.
• Collaborate with the IT Infrastructure Manager to ensure efficient operation of the environment regarding network health.
• Develop and maintain application and system documentation.

Device, Inventory, and Identity Management

• Install, configure, test, maintain, monitor, and troubleshoot devices to deliver a superior customer experience.
• Collaborate on the administration of the cloud instance of JAMF Pro and Apple School Manager for Apple devices, including macOS, tvOS, and iOS devices.
• Contribute to policies and configuration profiles with security technologies that protect Apple devices' systems, apps, and data. Maintained configuration, app, and updates.
• Keep accurate inventory records in the asset management system and JAMF Pro.
• Collaborate on the administration of Windows MDM, including an update cycle for software, patches, and updates.

Additional duties as assigned.
Experience and Skills
Minimum Qualifications:

• Two-year technical degree with at least 3-4 or more years of related experience in service desk management and user IT support experience.
• Preference is given to individuals with a broad range of experience across the technology stack and prior IT administration experience in a medium-sized organization with demonstrated experience in Microsoft Windows, Apple macOS, iOS, and tvOS.
• If you don't have them already, we will help you to acquire certifications from Apple, JAMF, Google, and Microsoft, specifically:
• Apple Certified Support Professional (ACSP) and Apple Certified Mac Technician (ACMT)
• JAMF Certification: Jamf 100 and Jamf 200.

Preferred Qualifications:

• Well-qualfied candidates will also have at least one or more relevant industry-standard certifications CompTIA A+, Network+, Security+, Apple certifications such as ACMT, ACSP, JAMF certification, Microsoft certifications such as MCSA, MCSE, ITIL service management or an equivalent role-based certification or equivalent experience a plus.

Technical Knowledge:

• Technical Support: Processes, techniques, and best practices, including experience in hands-on technical roles in user support, system management, and A/V services.
• Desktop and Asset Management: Knowledge of management tools for technical support and accepted accounting practices.
• Device Management: JAMF Pro, Apple School Manager (DEP and VPP), macOS, iOS, iPadOS, and tvOS.
• Microsoft Services: Windows 10/11, Active Directory, Windows Remote Access.
• SaaS: Google Workspace for Education Standard, including Gmail, Calendar, Meet, Chat, Drive, and Vault.
• Cybersecurity: Cisco Umbrella (OpenDNS), LastPass, Ironscales Phishing Awareness, and Sophos EDR
• Print Management Services: HP, Konica Copiers, and PaperCut MF.
• VoIP: Cisco Unified Communications and Call Manager.
• A/V Services: Epson Short Throw Interactive projectors, video conferencing, controllers, and voice lift.
• Networking: Cisco Meraki and basic networking knowledge (DHCP, DNS, TCP/IP, VLANS, OSI model).
• Project Management: Best practices for organizing, planning, and communicating via platforms such as Asana.

Abilities

• Commitment to equity and inclusion.
• Superior customer service skills marked with professionalism to effectively communicate information in multiple formats to a diverse user group with varying technical abilities.
• Motivated, curious, and self-directed mindset with the ability to anticipate needs, proactively find solutions, and adapt to changing priorities.
• Solid troubleshooting skills in support of faculty, staff, and students with the ability to perform cross-platform troubleshooting and technical support.
• Excellent analytical and problem-solving skills, including a high degree of attention to detail and the ability to work independently with minimum supervision with the ability to prioritize problems as they arise.
• Ability to learn and support a wide range of computer applications.
• Ability to write clear documentation utilizing written word, screen shares, and diagrams.
• Ability to lead and work as a workgroup member with clear and concise communication skills to relay highly detailed information between team members and bring others together to reconcile differences.
• Ability to support and mentor colleagues with training and technical issues.
• Ability to coordinate with internal and external resources to accomplish objectives.
• Excellent communication, organization, and project management skills, including the ability to follow through with the completion of multiple simultaneous tasks or projects.
• Exceptional interpersonal skills and patience with a desire to understand the K-12 instructional environment.

Working Conditions:

• General indoor school environment.
• Work is generally sedentary but may require standing and walking for up to 40% of the time.
• Be available by phone or email before, during, and after business hours, within reasonable means, for constituents and co-workers, as needed.
• Working environment does not generally include hazardous or unpleasant conditions caused by excessive noise, dust, etc.

Essential Requirements

• Ability to lift up to 45 pounds, such as computers and peripherals.
• Reliable transportation between campuses.
• Must safely climb, bend, pull, reach, kneel, and stoop to access technology hardware in hard-to-reach spaces.
• Must be able to read, write and communicate in English.
• Must have good vision.

Disclaimer:
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.