Technical Support Specialist (Information Technology)

Position Overview:
The Technical Support Specialist provides front-line technology support to faculty, staff, and students in a dynamic 912 educational setting. This position is responsible for coordinating daily Help Desk operations and supporting all aspects of end-user hardware, software, and peripheral device needs across both Apple and Windows platforms. The ideal candidate is service-oriented, detail-focused, and capable of diagnosing and resolving a broad range of technical issues with a commitment to excellent customer support.
Key Responsibilities:
Help Desk Operations
- Serve as the first point of contact for all technology-related support requests, providing responsive and professional assistance via phone, email, ticketing system, or in-person.
- Monitor and assign Help Desk tickets to ensure timely resolution of technical issues and accurate documentation.
- Prioritize, triage, escalate, and follow through on open tickets in collaboration with the broader IT team.
Device Setup, Maintenance, and Repair
- Configure and deploy Apple and Windows laptops, desktop computers, and iPads for faculty, staff, classrooms, and administrative offices.
- Perform routine maintenance and repairs on Apple and Windows devices, including hardware diagnostics, component replacements, OS reinstalls, and software updates.
- Responsible for end-user onboarding and offboarding processes, including equipment provisioning and account setup.
Technical Support and Troubleshooting
- Provide hands-on support for common software applications, Microsoft 365 (including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams), printing systems, and classroom AV technology.
- Troubleshoot network connectivity issues and escalate infrastructure-related problems as needed.
- Support faculty with classroom technology, including projection, audio, and hybrid teaching tools.
Device and Account Management
- Utilize Mobile Device Management (MDM) platforms (Jamf, Mosyle, Intune) to monitor, configure, and deploy software and settings to school-issued devices.
Inventory and Asset Management
- Maintain accurate inventory of all end-user hardware, software licenses, and peripheral devices.
- Coordinate equipment check-in/check-out, repairs, and lifecycle tracking.
Documentation and Training
- Maintain internal knowledge base and documentation for repeatable processes and troubleshooting steps.
- Provide basic training and user guidance for common technology tools and practices.