IT Support Specialist

The IT Support Specialist assists computer users by answering questions, resolving technical issues, maintaining the school's software and computer equipment, and facilitating operational procedures by creating and supporting data-driven processes within the school’s campus information systems. This position works closely with other members of the Technology Department to ensure each issue is thoroughly resolved and all components are operational.

Essential Duties 

• Serve as the first line of response for incoming queries and issues related to laptops, software, and other hardware supporting the school.
• Provide prompt response and follow-up to students, faculty, and staff seeking technical assistance through a ticketing system, walk-up, phone, or email.
• Manage multiple support tickets concurrently, including troubleshooting technical issues, diagnosing and repairing faults, speaking with students/faculty/staff to quickly identify root causes, and providing timely, accurate customer feedback.
• Support the upkeep of the school’s 1:1 laptop program.
• Build a knowledge base of common support resolutions for users to refer to for help.
• Maintain statistics and dashboard reporting of the Help Desk ticketing system.
• Perform the necessary imaging of faculty and student laptops and deliver the computers promptly.
• Replace and repair necessary parts within the laptop program.
• Monitor outstanding problems and devise resolution methods; consult 3rd-party software and hardware vendors for resolution and replacement.
• Conduct end-user training on IT capabilities as needed.
• Assist other members of the Technology Services Department with requests and projects.
• Work across campuses/departments in support of a “one school” approach to technology support and integration.
• Contribute to the daily maintenance and operation of the school’s infrastructure.
• Promote ethical and responsible use of technology for all school users.
• Comply with state, local, and federal laws, rules, and regulations.
• Performs other duties as assigned and assists other IT support team members with their work during busy periods.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Excellent problem-solving and communication skills.
• Ability to prioritize tasks and work independently or as part of a team.
• Customer-focused attitude with patience and professionalism.
• Ability to work in a high-paced, complex environment dealing with a wide variety of challenges, deadlines, and a varied and diverse array of contacts.
• Self-motivated, customer-oriented, and committed to upholding the ideas of Ransom Everglades School.

Performance Factors
Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the School.
Relationships with Others: The employee works effectively and relates well with others, including superiors, colleagues, and individuals inside and outside of the School. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.