Service Desk Specialist

Key Responsibilities

• Provide technical support for Windows, macOS, ChromeOS, iOS, and Android devices.
• Troubleshoot and resolve issues related to:
• Google Workspace for Education and Microsoft O365.
• Network connectivity (wired and wireless).
• Managed Print services, projectors, VoIP phones, A/V equipment, Smartboards and classroom technology.
• User accounts, permissions, and group policies administration.
• Server and virtualization environments (VMware, Hyper-V, WIN2019 – 2025 server).
• Audio, visual
• Install, configure, and maintain endpoint devices, applications, and system updates.
• Assist with administration of:
• Active Directory and identity management
• DNS, DHCP, VLANs
• Backup systems and disaster recovery operations
• Security tools such as RMM/EDR, MDM, and content filtering
• Support school technology initiatives, assessments, and classroom technology integrations.
• Maintain documentation for procedures, inventory, and configuration standards.
• Drive continuous systems and process improvement
• Proactively monitor systems to identify and resolve issues before impact
• Other duties may be assigned by supervisor or designee

Qualifications

• Two plus years of professional IT client service support.
• Strong knowledge of:
• Windows Server (2019/2022/2025)
• Active Directory, Group Policy, and authentication protocols
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi)
• Google Workspace Admin Console, Microsoft 365 Admin Center, Microsoft Entra.
• Virtualization platforms (VMware / Hyper-V)
• Experience supporting mixed device environments (Windows, Mac, Chromebooks).
• Familiarity with RMM/MDM systems such as Datto, Mosyle, audio visual, or similar.
• Understanding of basic security frameworks, EDR, MDR.
• Ability to support classroom A/V systems and instructional technology.
• Experience with supporting / setting up meeting technology, video, Live streaming, audio.
• Excellent communication and customer service skills, especially in an educational setting.
• Ability to work independently and handle multiple priorities.
• Ability to support high visibility school social and academic events i.e., A/V, microphones, live streams, and presentations.
• Experience with asset lifecycle management
• Key Characteristics:
• Highly proactive and self-driven
• Solution-oriented with a focus on permanent fixes
• Operationally excellent and detail-oriented
• Strong communicator
• Calm, positive, and effective under pressure
• Skilled in working with students and teachers
• Ability to work occasionally after hours and weekends.
• Experience in a PK–12 school or higher education environment.
• Knowledge of Chrome Workspace, Microsoft and education-specific platforms.
• Experience with firewall platforms (Fortinet).
• Experience with RMM (Kaseya, Datto, etc.).
• Relevant certifications (ITIL4, CompTIA Network+/Security+, Google Workspace Administrator, Microsoft, VMware, etc.).

Work Environment

• In-person role, on site, no hybrid accommodations, supporting classroom, office, and campus wide technology.
• Ability to work after-hours including weekends in support of school events, maintenance windows, upgrades, and emergencies.
• Ability to lift/move equipment (up to ~40 lbs).