Helpdesk Support Technician

Job Description

Job Description

Position Overview
The Enterprise IT Support Administrator II provides deskside, remote, and classroom technology support across a small private K–12 school and organizational offices. This role ensures reliable technology services for staff, faculty, and students while managing IT assets, supporting mobile devices, and maintaining high standards of professionalism.

Key Responsibilities
IT Support & Troubleshooting
Deliver Tier 2 deskside and remote support for hardware, software, and peripherals
Support classroom technology, including projectors, smartboards, and AV systems
Perform desktop deployment, imaging, and printer networking
Provide Wi-Fi configuration and troubleshooting for classrooms and office spaces
Maintain a professional, user-friendly approach when assisting faculty, staff, and students
Ticketing System Management
Log, prioritize, and resolve tickets in IT ticketing systems (ServiceNow, Jira, Zendesk)
Monitor and follow up on open tickets to meet SLA requirements
Document solutions and update the knowledge base
Generate and analyze reports to identify trends and improve service delivery
Asset & Device Management
Maintain accurate inventory of laptops, desktops, monitors, peripherals, and student devices
Manage asset lifecycle: procurement, deployment, support, and decommissioning
Implement and administer MDM platforms ( FileWave, NinjaOne, Intune )
Conduct audits and provide regular updates to IT leadership
Classroom & Campus Support
Provide onsite support for teacher and student technology needs
Support Office 365 applications for instruction, collaboration, and administration
Assist faculty in integrating technology into classroom environments
Ensure reliable printer and projector support across campus and office spaces
Cross-Site & Project Support
Travel to other campuses or office locations for special projects or onsite needs
Collaborate with local teams to maintain consistent IT standards
Process Improvement & Collaboration
Identify opportunities to streamline IT workflows and asset tracking
Recommend tools and practices aligned with organizational and educational needs
Stay current with emerging technologies relevant to K–12 environments
Qualifications
Education
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
Experience
3+ years in IT support, including deskside and remote troubleshooting
Experience supporting technology in educational settings (preferred)
Hands-on experience with MDM platforms ( FileWave, NinjaOne, Intune )
Background in desktop imaging, printer networking, and asset management
Familiarity with classroom technology and Wi-Fi configuration
Technical Skills
Proficiency with Windows, macOS and iOS environments
Strong knowledge of Office 365 and Azure
Ability to support AV, projector, and classroom devices
Soft Skills
Professionalism and excellent customer service skills
Strong communication with faculty, staff, and students
Certifications (Preferred)
CompTIA A+, ITIL Foundation, or Microsoft certifications