Technology Support Specialist

Position DescriptionHolderness School is seeking a Technology Support Specialist to provide exceptional technology support and customer service across the school community. This position serves as a primary point of contact for technology support across campus and is responsible for supporting devices, software, classroom technology, audiovisual systems, and other technology resources that support teaching, learning, and school operations.

The Technology Support Specialist works closely with the Technology Department to deliver reliable technology services, exceptional customer support, and a positive technology experience across the school community. This position also provides occasional support to the Academic Technology Coordinator through faculty training, classroom technology initiatives, and educational technology projects., Help Desk & End User Support

• Serve as a primary point of contact for technology support requests from members of the school community.
• Troubleshoot and resolve hardware, software, account, printing, classroom technology, audiovisual, and other technology-related issues.
• Manage Help Desk tickets in a timely, professional, and customer-focused manner.
• Follow issues through to resolution and ensure users receive clear communication throughout the support process.
• Escalate complex issues to appropriate team members or vendors when necessary.
• Provide outstanding customer service and maintain positive relationships with users of varying levels of technical ability.
• Document solutions and contribute to departmental knowledge resources.
• Identify recurring issues and recommend improvements to systems, processes, and user experience.

Device Deployment & Asset Management

• Own the day-to-day operation of employee technology onboarding, offboarding, and device lifecycle management, including deployment, refresh cycles, collection, reassignment, and retirement.
• Configure, deploy, maintain, and support employee and student technology devices throughout their lifecycle.
• Maintain accurate inventory, asset management, and device assignment records.
• Administer endpoint management systems and coordinate software deployment, updates, and security controls.
• Track device lifecycle status and coordinate replacement planning to ensure users have reliable and supported technology.
• Develop and maintain procedures and documentation related to device management and deployment processes.

Classroom Technology & A/V Support

• Maintain and support classroom technology, presentation systems, and meeting space technology.
• Provide support for projectors, displays, sound systems, video conferencing platforms, and related technologies.
• Respond to classroom technology issues to minimize disruptions to teaching and learning.
• Provide technology and A/V support for meetings, presentations, events, performances, and special programs.
• Assist with testing, maintenance, and improvement of classroom and event technology systems.

Academic Technology Support

• Assist the Academic Technology Coordinator with faculty technology support and training initiatives.
• Provide occasional one-on-one support for faculty using instructional technology tools.
• Help develop and maintain user documentation, training materials, and technology resources.
• Support educational technology projects, software implementations, and technology pilots as needed.

Collaboration & Continuous Improvement

• Maintain a visible and approachable presence across campus.
• Collaborate effectively with the Technology Department team members and other school departments.
• Communicate clearly and professionally with both technical and non-technical users.
• Maintain accurate documentation of procedures, solutions, and support activities.
• Contribute ideas that improve technology services, support processes, and user experience.
• Maintain professional knowledge of current technologies and support practices.
• Approach challenges with a focus on both immediate resolution and long-term improvement.
• Participate in professional development opportunities to maintain and expand technical knowledge, customer service skills, and awareness of emerging technologies.
• Share knowledge with colleagues and contribute to a culture of continuous learning within the Technology Department.
• Monitor for recurring issues, technology trends, and opportunities for improvement, and take proactive steps to reduce future support needs.

Scope of Role

• This position does not supervise staff.
• Works within the Help Desk system as a primary support technician.
• Provides support for academic technology initiatives under the guidance of the Academic Technology Coordinator.
• Collaborates with Technology team members on systems, infrastructure, and technology projects.
• Participates in technology deployments and operational initiatives across campus., * Consistently delivers responsive, high-quality customer support.
• Successfully manages employee technology onboarding, offboarding, and device lifecycle processes.
• Maintains reliable classroom technology and A/V systems.
• Contributes to faculty technology support and training efforts.
• Improves documentation and reduces recurring support issues.
• Strengthens the overall technology experience across campus.
• Demonstrates ownership, accountability, and a commitment to continuous improvement.

Do you have experience in macOS administration?, Do you have a Associate’s degree?, * Associate’s or Bachelor’s degree in Information Technology, Educational Technology, or a related field, or equivalent professional experience.

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Ability to communicate technical concepts clearly and effectively to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while contributing to a collaborative team environment.
• Demonstrated initiative, sound judgment, and a willingness to take ownership of responsibilities.
• Commitment to providing a positive and professional support experience.
• Experience supporting macOS, Google Workspace, mobile device management systems, and common productivity applications is preferred.
• Experience supporting classroom technology, audiovisual systems, or educational technology is preferred.
• Experience working in an independent school or educational environment is preferred., * Service-oriented and approachable
• Strong communicators and active listeners
• Organized and accountable
• Curious and eager to learn
• Collaborative and team-focused
• Committed to continuous improvement

The most successful candidates combine technical expertise with initiative, sound judgment, and a genuine desire to help others. They take pride in creating a reliable, positive, and well-supported technology experience across campus.

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance, Holderness School offers a comprehensive benefits package including health, dental, vision, life insurance, generous retirement match, professional development opportunities, use of grounds and facilities, and meals when school is in session for you and your family.

All employment is contingent upon successful completion of a criminal background check.

Holderness School is an equal opportunity employer and will not discriminate or tolerate discrimination against any employee or applicant in any manner prohibited by law.

Pay: $60,000.00 - $65,000.00 per year

At Holderness School, we believe technology support is about more than solving technical problems. Successful team members build trust, communicate clearly, take ownership of issues, and provide an exceptional service experience for members of the school community.

We believe the best technology support often happens before a ticket is submitted. We strive to be proactive, not just responding to issues as they arise, but looking for ways to prevent them in the first place.