IT Support Specialist

Studyville•Baton Rouge, LA

5h•$28 - $30•Hybrid

About The Position

Studyville is seeking a detail-oriented, part-time IT Support Specialist to join our technology team. This hybrid remote position offers flexibility with one day per week in-office for coordination with our Director of Operations. This role is essential in maintaining our technology infrastructure, supporting our tutors and staff with technical needs, and ensuring the smooth operation of our learning management systems. The ideal candidate will combine technical expertise with strong organizational skills to manage our device fleet, learning platforms, and user access systems.

Requirements

Associate's degree in Information Technology, Computer Science, or related field (Bachelor's preferred)
2+ years of experience in IT support or a similar technical role
Experience with Google Workspace administration and Chromebook management
Familiarity with learning management systems (LMS) preferred
Experience with device enrollment and mobile device management (MDM) systems
Strong understanding of basic networking concepts and troubleshooting
Familiarity with ticketing systems and IT service management
Knowledge of user access management and security best practices
Basic understanding of cloud-based applications and SaaS platforms
Excellent organizational skills with strong attention to detail
Outstanding customer service orientation with patience for non-technical users
Strong written and verbal communication skills
Ability to manage multiple tasks and prioritize effectively
Problem-solving mindset with the ability to work independently
Commitment to maintaining confidentiality and handling sensitive information appropriately

Nice To Haves

Experience in educational technology or tutoring environments
Experience with specific LMS platforms (Cornerstone)
Knowledge of FERPA and data privacy requirements in education
Experience with automation tools and scripting

Responsibilities

Maintain a comprehensive inventory of all Chromebooks and technology equipment, including serial numbers, assignment records, and maintenance history
Configure and enroll new Chromebooks into the company's management system
Perform regular updates, security patches, and software installations on all Chromebook devices
Coordinate device distribution to new tutors and ensure timely collection upon the end of the contract or termination
Troubleshoot hardware and software issues for Chromebooks and other company devices
Develop and maintain device refresh schedules and replacement planning
Create and maintain documentation for common device issues and solutions
Serve as primary administrator for the company's LMS platform
Monitor and track completion of required training courses for all tutors
Generate regular reports on training compliance and completion rates
Create and assign training modules and learning paths for new and existing tutors
Troubleshoot LMS access issues and provide technical support to users
Coordinate with HR and Education teams to ensure training content remains current and accessible
Maintain LMS user database and ensure accurate record-keeping
Manage user accounts across all company systems and platforms
Conduct timely offboarding procedures, removing system access for the end of the contract or terminated tutors within 24 hours
Maintain access control lists and permission levels for different user groups
Perform regular audits of user access to ensure compliance with security policies
Document and maintain standard operating procedures for account provisioning and deprovisioning
Coordinate with HR to ensure prompt notification of personnel changes
Provide first-line technical support to tutors and administrative staff via email, phone, and ticketing system.
Diagnose and resolve technical issues related to software, hardware, and network connectivity.
Maintain a knowledge base of common issues and solutions
Escalate complex technical issues to appropriate vendors or senior IT staff when necessary
Track and document all support requests and resolutions in the ticketing system
Monitor system performance and availability across all platforms
Maintain accurate documentation of all IT systems, configurations, and procedures
Assist in developing and implementing IT policies and best practices
Participate in technology planning and budget discussions
Ensure compliance with data protection and privacy regulations