Job Description
Title :
ITS Support Specialist Job Status :
Full-time, Exempt, Year-round, 12-month Salary Range :
$60,000 to $70,000 annually based on experience Department :
ITS Reports to : Director of ITS Founded in 1863 by Queen Emma and King Kamehameha IV, 'Iolani School is an Episcopal day and boarding school in Honolulu, Hawaiʻi enrolling approximately 2,200 students on its K-12, 25-acre urban campus. We strive to create a learning environment where students of all backgrounds can reach their fullest potential. Through a rigorous and innovative curriculum, we emphasize academic excellence, moral leadership, and service to others in its commitment to developing young people of character and integrity. Job Summary :
The ITS Support Specialist is an organized, analytical, and personable IT professional. They provide technical support and device management services for students, faculty, and staff across campus. They are responsible for installing, configuring, maintaining, and troubleshooting a wide range of hardware, software, and networking equipment. They provide proactive support and handle a wide variety of daily technical challenges across our one-to-one device environment. Essential Responsibilities :
Install, configure, and maintain a wide variety of devices, including iPads, Windows OS devices, and Mac OS devices. Provide prompt assistance to faculty, staff, and students with all walk-in issues. Troubleshoot all hardware and software issues, including breakages, equipment failures, MDM/Casper configurations, apps, logins, and iCloud services. Provide prompt instruction and assistance to students, faculty, and staff with walk-in issues and technical inquiries. Maintain, image, and configure computer labs, classroom carts, and computers across the entire campus. Upgrade, maintain, and troubleshoot edge networking hardware. Be proficient with JAMF PRO
at all levels (device, user, and group configurations) and familiar with Apple School Manager. Handle device imaging (PCs and Macs) and configure/set up devices for new employees. Upgrade, patch, and troubleshoot all supported operating systems and edge networking hardware. Configure and test solutions for Antivirus, EDR, and malware. Maintain the asset list and track the associated refresh cycle. Wipe and clean retired PCs and Macs as needed. Maintain the asset list, track associated refresh cycles, and handle the decommissioning/e-waste of retired equipment. Assist with planning and organizing deployment events. Manage Helpdesk (FreshService) tickets and answer office phone calls. Attend relevant professional development sessions to stay current with technology and educational trends. Be versatile, diplomatic, and determined to succeed with a wide variety of users at different technical levels. Team Responsibilities :
Maintain professional working relationships and environment, and treat other team members with respect. Suggest and discuss all ITS projects and endeavors to determine best practice in the students, parents, and school's best interests. Follow professional guidelines as outlined in the faculty and staff handbook. Assist other ITS team members with projects as needed. Report any discovered important, team-relevant problems to the ITS director. Check team communication through various methods. Minimum Qualifications :
Five years of experience that provides some combination of experience, training and continuing education that produces the requisite knowledge and ability including experience with Windows and macOS and supporting A/V installations. Familiarity with VMware. Experience with central management of EDR and malware solutions. Provide remote and onsite support. Highly organized, collaborative, and able to manage multiple concurrent projects. Working knowledge of Google Workplace, Apple School Manager, and Entra cloud solutions. Able to quickly learn new hardware and software. Experience with MDM within Apple's ecosystem. Strong verbal and written communication skills. Must be able to quickly troubleshoot, test, and provide multiple solutions to complex problems. Previous experience working in education is preferred. Working Conditions and Physical Requirements :
Ability to see and hear within normal parameters with or without correction. Full range of head, neck, and back movement; unrestricted ability to bend knees, raise arms above the head, and to move hands, fingers, and wrists. Ability to lift and carry up to 20 pounds without difficulty. Ability to sit, stand, and/or walk for sustained periods of time. Occasional evening and weekend work may be required to respond to system outages. Must successfully pass fingerprint background check and provide TB clearance due to working in proximity to children. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
