IT Support Specialist

Position Summary

The IT technician provides technical support for all school hardware, software, networks, and user devices. The role ensures smooth daily operations, quick resolution of IT issues, and maintains a high standard of service to staff, students, and administrative teams.

The technician works under the IT Supervisor/Manager and collaborates with other IT team members to support the school's digital infrastructure and ensure minimal downtime.

Key Responsibilities

1. User Support & Helpdesk

• Respond to IT tickets, emails, and walk-ins from staff and students.
• Troubleshoot and resolve issues related to:

1. Laptops, Chromebooks, desktops
2. Printers, scanners, copiers
3. Projectors, interactive boards
4. Classroom technology
5. Wi-Fi & network connectivity

• Assist with password resets (Google Workspace / Microsoft / internal systems).
• Provide basic user training for staff and students when needed.

2. Device Management

• Configure, install, and maintain: Windows laptops and Chromebooks (enrollment, updates, licensing)
• Perform imaging or setup for new devices.
• Monitor device health, updates, and performance.
• Maintain accurate asset records in the ITAM system/IT logs.

3. Network & Infrastructure Support

• Basic troubleshooting of switches, firewall and APs.
• Identify cable faults, replace damaged patch cables, and update labels.
• Support a secure and reliable network for staff and students.
• Report major outages to the IT Manager.

4. Systems & Accounts

• Create and manage user accounts (Google Workspace, School Systems).
• Assign permissions based on roles.
• Support email configuration and login issues.
• Provide support for Google services.
• Maintain shared drives, groups, and basic security configurations.

 5. Classroom Technology Support

• Daily check of projectors, sound systems, and interactive panels.
• Install and support educational software.
• Troubleshoot display issues, HDMI, adapters, and sound problems.
• Assist teachers during lessons when support is required.

6. Printers & Peripheral Management

• Install printer drivers and connect devices to network printers.
• Troubleshoot printing issues (paper jams, toner, connectivity).
• Monitor ink/toner levels and assist with replacements.
• Coordinate with vendors for repairs.

7. Maintenance & Preventive Work

• Perform routine hardware cleaning and maintenance.
• Ensure cables are organized, labeled, and documented.
• Keep IT rooms, storage areas, and equipment racks tidy.

8. Software Support

• Install approved applications and updates.
• Remove unauthorized or risky software.
• Configure browsers, security settings, and productivity tools.
• Support educational platforms like (Engage, ManageBac, Help Desk systems, etc.

9. Documentation & Reporting

• Update IT logs, inventory, and maintenance sheets.
• Document Daily Tasks in the IT Help Desk System
• Document recurring problems and solutions.
• Escalate unresolved cases to the IT Supervisor/Manager.
• Prepare checklists for classroom technology inspections.

10. Event & Operational Support

• Provide IT assistance for school events (graduations, assemblies, and rehearsals).
• Set up microphones, speakers, projectors, and other AV tools.
• Support other departments with meetings/events/training…etc. in IT setups.
• Provide dedicated on-site technical support during key events to ensure seamless operation during events outside working hours if needed.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience

• 2–3 years of experience in IT support or technical troubleshooting.
• Experience in an educational environment is an advantage.

Technical Skills

• Strong troubleshooting and diagnostic skills.
• Knowledge of cybersecurity principles and data protection regulations.
• Knowledge of Windows/macOS and ChromeOS.
• Basic understanding of networking (TCP/IP, DNS/DHCP).
• Experience with Google Educational Workspace
• Familiarity with IT asset management systems and ticketing systems.
• Ability to support printers, projectors, and AV equipment.

Soft Skills

• Strong communication and patience.
• Customer-service mindset.
• Ability to multitask and prioritize.
• Attention to detail.
• Teamwork and collaboration.