IT Support Analyst

The IT Support Analyst position assists all members on campus with technical support and guidance in the selection, use, and application of a variety of hardware and software including computers, laptops, iPads, projectors, SMARTboards, and web productivity tools such as G Suite. This position will reply to employee and student requests for assistance by providing assistance via various channels like phone, email, chat, and in person in a pro-active, friendly, and service-oriented manner. This position is responsible for the configuration and distribution of hardware and software, coordination of orders and repairs with vendors, and maintaining equipment and inventory for the entire school. Additionally, this person will take the lead role in researching, formulating, and implementing solutions to the school’s technical needs and challenges.

Roles and Responsibilities

• Prepare, inventory, install, maintain, update, and administer Apple OS/iOS, including laptops, desktops, and iPads.

• Diagnosing and resolving technical issues related to both IT systems (computers, networks, software) and AV equipment (projectors, displays, audio systems, video conferencing).

• Maintain accurate inventory records for computers, iPads, and other hardware. Work with vendors to expedite orders, returns, repairs, and replacements.

• Utilize MDM software (JAMF for Apple products), Active Directory, File Sharing,

Google Apps/G Suite, and MacOS / iPadOS and other products as needed.

• Set up, troubleshoot, and maintain classroom and office audio visual equipment such as SMART Boards, interactive projectors, Apple TVs, and related AV equipment.

• Perform basic printer maintenance and repairs. Coordinate support and service with outside printer vendor.

• Monitor Spiceworks ticketing system and respond to appropriate queues, recording detailed solutions as necessary. Assess the scope and impact of incidents and respond with a sense of urgency that matches the incident, following appropriate policies and procedures.

• Support students and faculty in the School’s 1:1 iPad program and other related hardware.

• Problem-solve and troubleshoot computer hardware and software, including related equipment such as printers, projectors, and other technology devices.

• Identifying and escalating complex issues to the appropriate support level.

• Desire to be part of building the larger school culture and community, particularly with regard to diversity, equity and inclusion efforts.

• Help resolve technical problems with Local Area Networks (LAN), wireless (Wi-Fi), and other systems.

Do you have experience in macOS?, Do you have a Bachelor’s degree?, * Ability to manage multiple support requests and prioritize effectively.

• Ability to provide excellent support and build rapport with users.

• Demonstrates positive, customer-service focused attitude and hands-on approach.

• Strong written and verbal communication skills; ability to clearly and easily communicate

technology-related issues or information to adults and children.

• Experience supporting Macs and iPads in an enterprise / school environment, especially using the Jamf MDM.

• Strong understanding of computer hardware, software, and networking concepts.

• Comprehensive understanding of ticketing, inventory and configuration management systems.

• Excellent technical problem-solving skills.

• Ability to investigate, document, and report on progress; excellent record-keeping skills.

• Team player capable of working in a fast-paced school environment, and with cross-functional team members.

• Flexible - Is comfortable in an environment of rapid technological change.

• Able to evaluate and respond to the technology needs of others in the most appropriate ways for a school setting.

• Self-starter: Ability to see what needs to be done and work independently to get it done.

• Strong time-management skills including an ability to complete jobs in a timely and efficient manner.

• Positive attitude under pressure. Must be able to manage multiple priorities, projects & deadlines.

• Has a sense of humor in your work, a friendly nature, patience, and empathy.

• Learning agility: asks questions, seeks feedback, and applies learning to new situations, willingness to learn new technologies.

• Possess a broad understanding of the school’s mission and the IT department’s role in accomplishing that mission.

• A commitment to maintaining confidentiality.

Qualifications and Experience

• Bachelor’s degree in information systems management or a related field, or a combination of equivalent experience, education, and training/certifications.

• 2 or more years of relevant experience.

• Experience working in a school environment is a plus.

• Preferred experience with Apple operating systems.

• JAMF certification is strongly preferred.

• Active Directory, G Suite, database systems, basic networking experience strongly preferred.

Pulled from the full job description

• Tuition reimbursement
• 403(b)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program, * Generally works in standard office conditions and climate, often at a desk and computer for extended periods of time.
• Occasionally lifts items up to 50 pounds.
• Occasionally required to ascend and descend ladders and work in confined spaces.

Full Time LCDS Benefits

Health, Vision, Dental, Life, Disability, 403(b) Retirement Plan, Relocation, Educational Assistance, Professional Development, Tuition Remission, Fitness Center Use, Lunch Account, Paid Time Off, Employee Assistance Program, Travel Assistance