IT Support Specialist & Hardware Coordinator

Position Purpose: Reporting to the Director of Information Technology, the IT Support Specialist & Hardware Coordinator provides front-line technical support to students, faculty, and staff; maintains and supports campus devices (including workstations, laptops, tablets, printers, phones, and classroom technology); and helps members of the school community use technology effectively. The position troubleshoots, researches, documents, tracks, monitors, and resolves technical problems in a timely and accurate manner. In addition, the Hardware Coordinator manages the lifecycle of GA technology hardware, including asset tracking, inventory, repair and replacement coordination, device deployment, and the ordering of technology-related supplies and consumables., Technical Support

• Provide front-line technical support to faculty, staff, and students for hardware, software, account, connectivity, and classroom technology issues.
• Respond to support requests in person, by telephone, email, and the help desk system; document, prioritize, track, and resolve issues in a timely manner.
• Diagnose and resolve computer, peripheral, printer, and classroom technology issues; perform hardware replacement, cleaning, repair, software installation, upgrades, and configuration as appropriate.
• Install and configure school applications and computing peripherals, including printers, monitors, interactive displays, and other equipment.
• Support interactive displays, projectors, wireless presentation systems, and other classroom and campus AV technologies.
• Assist with technology set-up and support for presentations, meetings, live broadcasts, and school-wide events in accordance with Technology Department procedures.
• Participate in Technology Department projects and other duties as assigned.

Hardware & Asset Management

• Manage the lifecycle of school-owned technology hardware, including receiving, asset tagging, inventory, deployment, repair, replacement, reassignment, and retirement.
• Maintain the technology asset inventory database and ensure GA technology assets are accurately inventoried, assigned, and tracked.
• Coordinate the repair or replacement of lost, damaged, or malfunctioning hardware, including school 1:1 devices.
• Maintain appropriate hardware inventory levels and order technology supplies, parts, and consumables as needed.
• Maintain compliance with applicable software and hardware licensing requirements.
• Communicate professionally with the Business Office, parents/guardians, students, and other stakeholders regarding lost or damaged school 1:1 devices.

Hardware Provisioning & Deployment

• Provision, prepare, configure, and deploy computers, tablets, and related equipment for students, faculty, and staff.
• Assist with large-scale device refreshes and summer technology projects, including assisting student summer workers involved in hardware preparation and deployment.
• Package and test deployable Applications for the school App Store

• Associate’s degree, technical certification, or equivalent combination of education and relevant experience; bachelor’s degree in a related field is welcome but not required
• Two or more years of relevant experience in IT support, device deployment, hardware repair, asset management, or a related area
• Broad working knowledge of endpoint hardware, operating systems, networking fundamentals, classroom technology, A/V systems, and common productivity applications, with the ability to independently troubleshoot unfamiliar technical issues.
• Ability to work effectively both independently and collaboratively as part of a team
• Ability to prioritize competing support needs, manage multiple tasks, and organize work efficiently
• High level of integrity, discretion, and confidentiality
• Strong customer-service orientation, patience, and diplomacy, with the ability to communicate effectively with students, faculty, staff, administrators, parents/guardians, and vendors
• Strong organizational skills and excellent verbal and written communication skills
• Demonstrated proficiency with macOS and Windows computer configuration, maintenance, deployment, and troubleshooting
• Working knowledge of basic networking concepts, including DHCP, DNS, TCP/IP, Wi-Fi, and internet connectivity
• Functional knowledge of Windows 11, MacOS, iOS/iPadOS, Microsoft 365, and Google Workspace; experience with mobile device management (MDM), device provisioning, and asset-management system such as Microsoft Intune is strongly preferred
• Desire and ability to learn new, emerging technologies.
• Physical activity required such as lifting and moving hardware. Must be able to lift 30 lbs.

Germantown Academy is an independent, coeducational, college preparatory day school located on a beautiful 126-acre campus in the Fort Washington suburbs near Philadelphia, Pennsylvania. The school serves more than 1,200 students in grades PK-12. Founded in 1759, GA is America’s oldest non-sectarian day school with rich traditions and a strong commitment to ongoing innovation of curricular and pedagogical practices.

Germantown Academy is committed to the work of equity and inclusion and believes that equal opportunity in all aspects of employment supports the mission of the school and the successful attainment of our strategic objectives. Candidates must exhibit an appreciation of, a sensitivity to, and a respect for a diverse academic environment, inclusive of students, faculty, and staff of varying socioeconomic, cultural, ideological and ethnic backgrounds.