IT Support Specialist

The IT technician provides technical support for all school hardware, software, networks, and user devices. The role ensures smooth daily operations, quick resolution of IT issues, and maintains a high standard of service to staff, students, and administrative teams.

The technician works under the IT Supervisor/Manager and collaborates with other IT team members to support the school’s digital infrastructure and ensure minimal downtime.

Key Responsibilities

1. User Support & Helpdesk

• Respond to IT tickets, emails, and walk-ins from staff and students.
• Troubleshoot and resolve issues related to:
• Projectors, interactive boards
• Classroom technology
• Wi-Fi & network connectivity
• Assist with password resets (Google Workspace / Microsoft / internal systems).
• Provide basic user training for staff and students when needed.

2. Device Management

• Configure, install, and maintain: Windows laptops and Chromebooks (enrollment, updates, licensing)
• Perform imaging or setup for new devices.
• Monitor device health, updates, and performance.
• Maintain accurate asset records in the ITAM system/IT logs.

3. Network & Infrastructure Support

• Basic troubleshooting of switches, firewall and APs.
• Identify cable faults, replace damaged patch cables, and update labels.
• Support a secure and reliable network for staff and students.
• Report major outages to the IT Manager.

4. Systems & Accounts

• Create and manage user accounts (Google Workspace, School Systems).
• Assign permissions based on roles.
• Support email configuration and login issues.
• Provide support for Google services.
• Maintain shared drives, groups, and basic security configurations.
• Daily check of projectors, sound systems, and interactive panels.
• Install and support educational software.
• Troubleshoot display issues, HDMI, adapters, and sound problems.
• Assist teachers during lessons when support is required.

6. Printers & Peripheral Management

• Install printer drivers and connect devices to network printers.
• Troubleshoot printing issues (paper jams, toner, connectivity).
• Monitor ink/toner levels and assist with replacements.
• Coordinate with vendors for repairs.

7. Maintenance & Preventive Work

• Perform routine hardware cleaning and maintenance.
• Ensure cables are organized, labeled, and documented.
• Keep IT rooms, storage areas, and equipment racks tidy.

8. Software Support

• Install approved applications and updates.
• Remove unauthorized or risky software.

9. Documentation & Reporting

• Update IT logs, inventory, and maintenance sheets.
• Document Daily Tasks in the IT Help Desk System
• Document recurring problems and solutions.
• Escalate unresolved cases to the IT Supervisor/Manager.
• Prepare checklists for classroom technology inspections.

10. Event & Operational Support

• Provide IT assistance for school events (graduations, assemblies, and rehearsals).
• Set up microphones, speakers, projectors, and other AV tools.
• Support other departments with meetings, events, training, etc. in IT setups.
• Provide dedicated on-site technical support during key events to ensure seamless operation during events outside working hours if needed.

Job Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience

• 2–3 years of experience in IT support or technical troubleshooting.
• Experience in an educational environment is an advantage.

Technical Skills

• Strong troubleshooting and diagnostic skills.
• Knowledge of cybersecurity principles and data protection regulations.
• Knowledge of Windows/macOS and ChromeOS.
• Basic understanding of networking (TCP/IP, DNS/DHCP).
• Experience with Google Educational Workspace
• Familiarity with IT asset management systems and ticketing systems.
• Ability to support printers, projectors, and AV equipment.