IT Operations & Support Specialist

Position Summary

The IT Operations & Support Specialist provides day-to-day technical support and operational technology services for Shelton Academy.

The primary purpose of this position is to ensure that faculty, staff, students, classrooms, and school devices receive timely first-line technical support while maintaining accurate documentation of incidents, devices, deployments, and resolutions.

This position serves as the primary operational support resource for the school and works under the direction of the IT Director. The role is intended to allow the IT Director to focus on infrastructure, cybersecurity, systems administration, technology strategy, vendor management, and institutional technology projects.

Key Responsibilities

User Support & Ticket Management

• Serve as the first point of contact for routine IT support requests from faculty, staff, and students.
• Receive, document, prioritize, troubleshoot, and update incidents through the school's IT ticketing system.
• Provide classroom-based support when remote troubleshooting is insufficient.
• Maintain clear documentation of reported symptoms, actions taken, and resolutions.
• Escalate infrastructure, security, networking, system-level, or recurring issues to the IT Director.

Student & Staff Device Support

• Prepare, distribute, collect, inventory, and troubleshoot Chromebooks and iPads.
• Assist with device enrollment and basic configuration.
• Support student device replacement and repair workflows.
• Coordinate routine Apple repair shipments and vendor service processes.
• Maintain accurate asset assignments and device records.
• Assist faculty and staff with computers, tablets, peripherals, adapters, and classroom equipment.

Classroom Technology

• Provide first-line support for classroom TVs, casting, HDMI connections, projectors, speakers, and related peripherals.
• Verify basic connectivity and classroom equipment operation.
• Assist teachers with routine classroom technology use.
• Perform basic troubleshooting before escalating network or infrastructure issues.

Account & Application Support

• Assist users with Google Workspace account access and password/login issues.
• Provide basic support for Blackbaud access.
• Assist with approved educational applications.
• Support routine printing and PaperCut user issues.
• Identify whether an incident is device-, account-, application-, or network-related before escalation.

Inventory & Deployment

• Maintain accurate inventories of IT assets.
• Label and document new equipment.
• Prepare equipment for deployment.
• Track devices assigned to students, employees, classrooms, and departments.
• Assist with beginning- and end-of-year device distribution and collection.
• Perform periodic physical inventory verification.

Operational Monitoring

• Perform routine checks of classroom technology and other designated systems.
• Identify offline or malfunctioning equipment.
• Document recurring problems and communicate patterns to the IT Director.
• Verify resolution after changes or repairs.

Systems the Candidate May Work With

Experience with every platform is not required, but the successful candidate should be comfortable learning environments such as:

• Google Workspace for Education
• Chromebooks / ChromeOS
• Apple iPadOS
• Jamf School
• Apple School Manager
• Windows and macOS
• UniFi
• Fortinet
• PaperCut
• Toshiba multifunction printers
• Blackbaud
• AppSheet
• Classroom TVs / casting technologies
• Basic VoIP and network-connected devices

This wording is important: I would not require experience in every Shelton system. That would unnecessarily shrink the candidate pool. We need someone technically capable and trainable.

Required Qualifications

• 2 years of experience in IT support, help desk, desktop support, school technology, or a comparable technical environment.
• Strong troubleshooting skills with Windows, macOS, ChromeOS, and/or iPadOS.
• Basic understanding of networking concepts including Wi-Fi, IP addresses, DHCP, DNS, and connectivity troubleshooting.
• Experience supporting end users with different levels of technical ability.
• Ability to document technical incidents accurately.
• Strong organizational and communication skills.
• Ability to manage multiple requests and prioritize according to operational impact.
• Ability to work independently while following established IT procedures.
• Professional handling of confidential student and employee information.

Preferred Qualifications

• Previous K–12 or educational technology experience.
• Google Workspace administration/support experience.
• Chromebook administration experience.
• Apple device management or MDM experience.
• Jamf experience.
• Basic UniFi or network troubleshooting experience.
• IT inventory/asset-management experience.
• Familiarity with ticketing/help-desk systems.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $41,840 - $61,470