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# Technical Support Specialist

- **Company:** BigRedSky
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, VoIP, Control Panels, Issue Tracking Systems, Network Security, Networking Basics, ServiceNow IT Service Management, Build Management, Information Technology, Interactive Whiteboards, Cisco
- **Published:** September 22, 2026
- **Apply:** https://caulfieldgs-iframe.bigredsky.com/page.php?pageID=160&windowUID=0&AdvertID=929317

## About the Role

* At least 2-3 years in a similar IT/AV Service Desk or IT Helpdesk support role.
 * Solid experience in problem analysis and resolution of software and hardware problems.
 * Knowledge of ITSM Ticketing Systems (e.g. Fresh Service)
 * Proven ability to function in a self-directed environment.
 * Strong technical support experience with Apple devices, including knowledge of macOS and iOS operating systems.
 * Working knowledge of Microsoft Windows environments (Windows 10/11) and Active Directory user and group administration.
 * Familiarity with classroom AV technologies such as displays, projectors, smart/interactive whiteboards and control panels.
 * Basic understanding of networking fundamentals, IP telephony (Teams Calling), video conferencing systems (Cisco), and general AV equipment.
 * A strong customer service focus with an ability to deliver a positive support experience.
 * Excellent interpersonal skills and the ability to work effectively with a wide range of users.
 * Clear and confident communication skills.
 * Hold or willing to obtain an Employment Working With Children Check.

## Description

With a passion for academic excellence, you will foster a culture of creativity, curiosity, and achievement, empowering students to thrive in engaging and innovative learning environments. You will also inspire and support teaching staff to deliver high-impact learning experiences that challenge, motivate, and nurture every student.

The Technical Support Specialist is a key role responsible for Level 1 IT and AV technical support to staff, students, parents and other members based at our new Shelford Campus., * Provide troubleshooting and technical support remotely, one-on-one or via phone/email/web-based IT ticketing system

 * Manage day to day resolution of IT service tickets, including:
 * Troubleshooting IT and AV technology issues
 * Addressing device related faults.
 * Assisting staff, students and parents to access school platforms and portals.
 * Monitor and respond to system alerts, escalating to the Level 2 support team when required.
 * Identify recurring ticket trends and escalate key themes to the appropriate stakeholders.
 * Build and deploy new devices, including MacBooks, Windows laptops, iPads and iPhones.
 * Notify the IT Service Desk Team Leader of any actual or potential incidents in line with CGS IT protocols.
 * Day-to-day resolution of AV related tickets activities such as:
 * Troubleshooting classroom AV technology issues
 * Assist staff with AV related meeting setups
 * Assist the school's AV Lead in delivery and testing of new AV technologies.
 * Assist the school's Network and Security team in delivery of new or upgraded networking infrastructure technologies.
 * Model and live the Caulfield Grammar School values and behaviours


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