Technical Support Specialist

Title: Technical Support Specialist

Reports to: IT Manager

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

FLSA: Non-exempt

Classification: Staff

Position Summary:

In addition to providing responsive technical support to faculty, staff, and students, the Technology Support Specialist serves as a first point of contact for academic technology questions, such as helping teachers and students navigate the tools they use for teaching and learning, including Canvas, Google Workspace, and a range of instructional platforms. This position is an active member of the Technology Department’s help desk team, sharing coverage and support responsibilities under the direction of the IT Manager, and collaborates regularly with the Director of Academic Technology, who serves as the primary resource for instructional technology strategy and faculty coaching.  

Specific Duties and Responsibilities include:

• Serve as a Level 1 support resource for academic technology platforms used across the school, including Canvas LMS, Google Workspace for Education, and instructional tools such as EdPuzzle, Grammarly, Authorship, Respondus, and others.
• Help faculty and students resolve common configuration, access, and usability issues with instructional tools—bringing a calm, approachable presence to every interaction.
• Recognize the boundary between technical support and instructional guidance, escalating curriculum-related questions, instructional design needs, and deeper Canvas support to the Director of Academic Technology.
• Stay current with the academic technology platforms in use at Kent, proactively building familiarity with tools as they are introduced or updated.
• Collaborate with the Director of Academic Technology to support technology-related initiatives and communications to the faculty and student community.

• Monitor, resolve, and escalate support requests through the school’s ticketing system (FreshService), providing timely and professional service to all members of the Kent community.
• Provide hands-on support for school-owned and personally owned devices, including Mac, PC, iOS, and Android devices under Kent’s Bring Your Own Device (BYOD) program.
• Assist end users with network connectivity, account access, authentication, and MFA support within established procedures.
• Support onboarding and offboarding procedures for faculty, staff, and students in coordination with the IT Manager.
• Create and maintain end-user documentation and knowledge base articles that support self-service and reduce recurring requests.

• Support asset inventory management for school-owned hardware, loaner computers, and peripherals.
• Perform basic maintenance and troubleshooting of printers and copiers, and coordinate vendor repairs as needed.
• Support classroom A/V equipment, including projectors, interactive displays, and related technology.
• Assist with the maintenance and monitoring of systems and infrastructure as directed by the IT Manager.

Qualifications:

• A Bachelor’s degree or a combination of education and relevant work experience in a technology support or customer service setting.
• Proficiency with Apple (macOS, iOS) and Microsoft (Windows) operating systems.
• Familiarity with Google Workspace for Education and Canvas LMS, or a demonstrated ability to learn new platforms quickly.
• Experience supporting personal devices in a BYOD environment is a plus.
• Genuine curiosity about how technology is used in academic settings, and comfort working alongside faculty and students in a school environment.
• Strong communication skills, with the ability to explain technical concepts clearly and patiently to users with varying levels of technical confidence.
• Ability to prioritize competing demands, manage time effectively, and stay composed under pressure.
• A collaborative, low-ego approach to teamwork and a genuine commitment to service.
• Experience working in an independent school setting is a plus, but is not required.

The physical demands listed below are representative of those that must be met to successfully perform the essential functions of this position.

• Must be able to work in an office environment and travel between multiple buildings across campus. 
• Occasional driving may be required. Reliable transportation and a valid driver's license are required. Travel requiring the use of a personal vehicle will be reimbursed.
• Requires substantial use of keyboard and visual display equipment.
• Ability to lift and transport equipment up to 40 lbs. without assistance.

 Additional Requirements:

• Successful completion of a post-offer, pre-employment criminal background check.
• Maintain punctual and regular attendance.
• Work is performed on a smoke-free campus.

Additional Information:

The essential functions and basic skills have been included. It is not intended to be construed as an exclusive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Kent School is committed to making equal employment opportunities available to all qualified persons. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all personnel without regard to race, color, religion, age, gender, ancestry, citizen status, veteran status, physical or mental handicaps, sexual orientation, or any other factors protected by law. Candidates from historically underrepresented groups are encouraged to apply.