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 constituents; and willing to learn from and support colleagues in a positive, collaborative team environment.
Essential Responsibilities: Duties may change and other duties may be assigned.
- 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
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 manage concurrent projects
- 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, including Google Workspace
- 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 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:
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.
