IT Systems & Cloud Support Analyst

DNS is currently supporting a strategic infrastructure modernization initiative for a K-8 charter school focused on Google Cloud Platform (GCP) migration, network and firewall upgrades, credential security remediation, disaster recovery implementation, and ongoing operational IT support.

This role serves as a key on-site technical position supporting both day-to-day school technology operations and the transition toward a secure, cloud-based infrastructure environment., The IT Support Analyst will function as the primary on-site technology point of contact for a K- 8 charter school environment, providing high-quality end-user support and ensuring the consistent availability, security, and performance of both instructional and administrative systems. This role requires strong customer service skills and the ability to troubleshoot, resolve, and escalate technical issues efficiently to minimize disruption to teaching and learning. Experience working in K-12 educational settings is highly preferred.

This role combines Tier 1 help desk support with active participation in cloud modernization and infrastructure transformation initiatives. In addition to daily end-user support responsibilities, the position plays a critical role in supporting migration to Google Cloud Platform (GCP) and reducing reliance on legacy infrastructure.

The analyst will work closely with DNS engineering leadership to support identity management modernization, network infrastructure upgrades, firewall replacement, credential remediation, server room oversight, endpoint standardization, and disaster recovery readiness., 1. Tier 1 Help Desk & End-User Support

• Serve as the primary on-site technical support contact for faculty, staff, and administrative teams
• Provide Tier 1 support across Chromebooks, MacBooks, Windows devices, printers, AV systems, phones, and classroom technologies
• Troubleshoot connectivity, Wi-Fi, printing, account access, browser issues, permissions, and endpoint performance
• Deliver timely, user-friendly technical support across varying levels of technical proficiency
• Ensure minimal disruption to instruction through rapid issue resolution

2. Google Cloud Platform (GCP) Migration Support

• Support DNS engineering leadership in migrating systems, services, and workflows to Google Cloud Platform (GCP)
• Assist with infrastructure discovery, system mapping, and dependency documentation for migration planning
• Support Google Workspace integration, identity management, SSO configuration, and MFA enforcement
• Assist with user provisioning, access controls, and security policy alignment
• Participate in migration testing, validation, and post-migration stabilization efforts
• Support backup validation, redundancy planning, and disaster recovery readiness

3. Infrastructure Modernization & Network Operations

• Perform routine oversight of on-site infrastructure including servers, switches, firewalls, patch panels, UPS systems, and network hardware
• Support firewall replacement and core network upgrades (Cisco, Ubiquiti, and related systems)
• Assist with credential reset initiatives to eliminate legacy access risks and improve security posture
• Maintain server room organization, cabling standards, hardware documentation, and environmental monitoring
• Support wireless access point monitoring and localized network troubleshooting
• Identify and escalate infrastructure risks and performance issues to DNS engineering teams

4. Device Management & Endpoint Administration

• Enroll, configure, deploy, and manage devices using Google Admin Console and approved MDM tools
• Support Chromebook provisioning, policy enforcement, and endpoint compliance standards
• Maintain OS updates, content filtering, and endpoint security controls
• Manage asset inventory and support device lifecycle tracking

5. Ticketing, Documentation & Escalation Management

• Manage all service requests through the DNS Freshservice ticketing system
• Document incidents, troubleshooting steps, resolutions, and escalation details accurately and consistently
• Escalate complex technical issues to DNS engineering teams and vendors with full technical context
• Track recurring issues and contribute to preventative support improvements

6. Educational Platforms & Vendor Coordination

• Provide first-line support for Google Workspace, PowerSchool, Clever, I-Ready, and other educational platforms
• Troubleshoot login, access, and permission-related issues
• Coordinate escalation with approved vendors when required
• Communicate outages, maintenance windows, and service disruptions to stakeholders

7. Emergency Support & Operational Continuity

Although this is a 30-hour per week on-site role (Monday-Friday, 8:00 a.m. - 2:00 p.m.), the IT Support Analyst is expected to support critical incidents that may impact instructional continuity or infrastructure stability.

This includes:

• Rapid response to outages, system failures, and access disruptions
• Remote support and escalation coordination for high-priority incidents outside normal hours when necessary
• Collaboration with DNS engineering teams during critical incidents
• Participation in disaster recovery and continuity operations when required

Do you have experience in macOS administration?, Do you have a Bachelor's degree?, This is a high-ownership role requiring strong technical judgment, operational discipline, clear communication, and the ability to manage both routine support requests and urgent infrastructure incidents., * Minimum 5 years of IT support, systems administration, or help desk experience (K-12 environment preferred)

• Strong experience with Google Workspace for Education and Google Admin Console
• Experience supporting or participating in GCP migrations or cloud/hybrid environments
• Proficiency with ChromeOS, macOS, Windows, AV systems, printers, and campus IT infrastructure
• Understanding of identity management (SSO, MFA, access control systems)
• Working knowledge of networking fundamentals (IP addressing, VLANs, Wi-Fi, firewalls, switching)
• Experience with ticketing systems such as Freshservice, Zendesk, or Jira Service Management
• Strong documentation, communication, and escalation skills
• Ability to work independently with strong accountability and judgment

Compliance Requirements

• DOJ/FBI Live Scan fingerprint clearance
• Valid TB test or health clearance
• Knowledge of FERPA, CIPA, COPPA, and student data privacy requirements
• Understanding of mandated reporter responsibilities
• Commitment to confidentiality and operational security standards, * Google Workspace Administrator or Google Cloud certifications
• Experience with GCP migration or cloud modernization initiatives
• CompTIA Network+, Security+, or equivalent certifications
• Familiarity with PowerSchool, Clever, and student information systems
• Experience with firewall administration, network switching, and disaster recovery planning

Pay: $30.00 per hour

Application Question(s):

• Do you have experience working in a K-12 educational setting?

Education:

• Bachelor's (Required)

Experience:

• Google Cloud Platform: 5 years (Required)
• IT support: 5 years (Required)
• Computer hardware: 5 years (Required)
• Help desk: 5 years (Required)

Language:

• Spanish (Preferred)

Digital Nomadic Solutions (DNS) is a managed IT services and infrastructure engineering organization specializing in cloud modernization, cybersecurity, and IT operations for K-12 schools, nonprofit organizations, and public sector institutions. We support environments where system uptime, data security, rapid response, and scalable infrastructure are critical to daily operations and long-term success.