IT Support Specialist

The Chapin School•New York, NY

8d•Onsite

About The Position

The Chapin School, an independent K-12 day school for girls located in New York City, seeks an IT Support Specialist. This role is responsible for responding directly to the day-to-day issues that arise for our staff and students, resolving them promptly and with empathy so that teachers can focus on teaching and students on learning, while building trust in the technology and in the people behind it. The IT Support Specialist role is a full-time, year-round, on-site position with occasional adjustments to working hours to support school events.

Requirements

Two or more years in end-user or service desk support with a focus on Apple devices.
Hands-on troubleshooting and repair of macOS and Apple hardware.
Experience with Jamf Pro or another mobile device management (MDM) platform.
Experience supporting users through a ticketing system.
Working knowledge of Google Workspace administration and common cloud applications.
Basic networking literacy, including wireless and connectivity troubleshooting.
Basic familiarity with Windows in a secondary or legacy capacity.
Strong communication and customer-service skills and the ability to work both independently and as part of a team.

Nice To Haves

Experience in K-12 education or a similar educational environment.
Apple certifications (e.g. Apple Certified Support Professional, Apple Device Support) or Jamf certification (Jamf 200 or higher).
A/V and livestreaming experience, YoloLiv a plus.
Familiarity with classroom technologies such as Apple TV, video conferencing, and Veracross.
Basic scripting or automation (Bash, AppleScript, or similar).
Foundational understanding of data structures, validation, and import/export workflows.
CompTIA A+ or an equivalent foundational certification.
Understanding of service management frameworks (ITIL or similar).

Responsibilities

Serve as the first point of contact for technical support via our ticketing system, telephone, email, and in person.
Triage, resolve, and escalate issues within established procedures.
Provide student and staff support for macOS, iPadOS, and the applications our community relies on, including diagnosis, software installation, and configuration.
Set up, deploy, maintain, and repair Apple hardware and peripherals, and manage devices through Jamf Pro and our endpoint management tools.
Support the device lifecycle for students, faculty, and staff: provisioning, enrolment, and end-of-life, in line with procedures set by senior technology staff.
Provide account and access support within Google Workspace and related cloud services, including password, MFA, and access tasks under established controls.
Provide A/V, livestreaming, and classroom technology support for lessons, meetings, assemblies, and events, including setup, troubleshooting, and maintenance of equipment.
Provide front-line support for our learning management system (Canvas), including helping teachers set up class pages and answering day-to-day questions.
Support technical onboarding and offboarding of faculty and staff including device and account provisioning.
Maintain accurate ticket, asset, and inventory records.
Contribute to documentation, knowledge-base articles, and standard operating procedures.
Apply security controls and procedures in daily work, help maintain endpoint and update compliance, and flag anomalies to senior technology staff.
Contribute to a security-conscious culture by supporting awareness initiatives and helping the community use technology safely.
Collaborate with the wider technology team and our managed service providers, and serve as an on-site point of contact for routine support and coordination.
Additional responsibilities as needed to meet the needs of the school.