Technical Support Specialist

Kent School seeks a passionate and energetic Technical Support Specialist. This position is responsible for providing technical support to faculty, staff, and students by monitoring, responding to, and escalating support requests on a daily basis. Interested applicants should be highly reflective and solution-oriented; able to build effective relationships with all faculty, staff, and students; and willing to learn from and support colleagues in a positive, collaborative team environment.  Please submit cover letter along with your resume.

Specific Duties and Responsibilities include:

• Staff the Tech Center as the initial point of contact for faculty, staff and students.
• Monitor, resolve, and escalate support requests using the school’s ticketing system (FreshService)
• Responsible for ensuring that the day to day operations of the help desk are prepared to run efficiently. 
• Support faculty, staff and student laptops, desktops, iPads, and other related hardware, which includes working closely with outside vendors to facilitate any necessary repairs.
• Manage the school’s loaner fleet by issuing loaners, tracking returns.
• Assist the I.T. Manager with maintaining accurate asset inventory for computers, ipads and other department assets.
• Prepare, inventory, install, maintain, and update Windows and Apple systems, including laptops, desktops, and iPads.
• Perform basic maintenance and troubleshooting of printers & copiers (clearing jams, replacing toner, etc.) and work with Managed Print Services vendor as needed to coordinate network printer repairs and inventory of printer supplies (toner, etc.).
• Support the school’s classroom A/V equipment (projectors, interactive boards, etc)
• Troubleshoot and assist the community with issues related to Local Area Networks (LAN), wireless networks, VoIP, and other infrastructure.
• Responsible for tech setups and technical support for meetings and school events (occasionally after hours, as needed)
• Create and maintain end-user and internal documentation that supports step-by-step end-user training.
• Develop an understanding of the major school-wide applications and systems used by the community (Veracross, Canvas, GSuite, Microsoft Office, and other academic tech platforms)
• Work closely with other members of the Technology Department to maintain an atmosphere of positive customer service relations and exhibit conduct appropriate to a school environment.
• Stay current with system information, changes, and updates
• Other duties as assigned.

 Qualifications:         

A Bachelor’s degree or a combination of education and work experience in related fields, preferably in an independent school setting or IT customer support setting.

The ideal candidate will:

• Have a willingness to learn new skills and collaborate with team members
• Possess a strong attention to detail and problem-solving skills
• Have a demonstrated ability to prioritize, multi-task, and manage time effectively
• Demonstrate excellent written and oral communication skills with the ability to explain technical concepts to audiences with varying levels of technical proficiency
• Maintain a calm demeanor under pressure
• Proficient with Microsoft and Apple operating systems and technology for educational environments
• Maintain the highest level of confidentiality and work discreetly with sensitive information

Physical Requirements:

The physical demands listed below are representative of those that must be met by the employee to successfully perform the essential functions of the job:

• Must be able to work in an office environment and travel between multiple buildings
• Requires substantial movement (motions) of wrists, hands, and fingers with keyboard use.
• Ability to use a visual display
• Ability to lift and transport up to 40 lbs. without assistance.

Additional Requirements:

• Occasional driving may be required; qualified candidates should have reliable transportation and a valid driver's license. Any travel requiring use of a personal vehicle will be reimbursed.
• Successful completion of post-offer, pre-employment criminal background check, and drug test.
• Maintain punctual and regular attendance.
• Work is performed on a smoke free campus.

Additional information:

Reports to:  IT Manager

We are looking for candidates to submit a cover letter along with their resume.

Schedule: Full-time calendar year position. The typical schedule is Monday through Friday, 8 am to 4:30 pm (includes a ½ hour unpaid lunch period). Occasional evening and/or weekend work as needed. This is an in-person position.

FLSA: Non-Exempt