IT Support Technician

Spring Education Group • Campbell, CA

4d

About The Position

Spring Education Group is a national network of independent schools serving students from preschool through 12th grade. The IT Support Technician, also described as an IT Administrator, is the first line of IT support for internal and external customers. The position provides on-site and remote level-one support by identifying, researching, and resolving technical problems, while helping advance IT in classrooms and the corporate office. The role requires strong relationship management and coordination with other resources to address complex IT needs.

The position is based primarily at the Campbell, California office, with frequent visits to local campuses multiple times a week and work from home when required. Travel to campuses within a 50-mile radius is frequent and exceeds 50%; travel is reimbursed according to company policy. The technician reports to the Senior IT Support Manager and must be available for on-call and after-hours support for critical incidents and maintenance windows.

Requirements

• At least 2 years of experience in a similar, fast-paced help desk environment.
• A bachelor's degree in a related area or equivalent experience or training.
• Excellent customer service skills across telephone, email, and in-person support.
• Ability to perform computer hardware upgrades, including replacing hard drives and screens and adding memory.
• Ability to maintain the confidentiality of sensitive data.
• Precise and thorough attention to detail.
• Documentation and technical writing skills.
• Ability to manage multiple tasks and set priorities independently and as part of a team.
• Experience deploying operating system images for Windows, ChromeOS, macOS, and iOS.
• MDM/EMM experience.
• Ability to provide on-call and after-hours service for critical incidents and maintenance windows.
• A good driving record that can be maintained.
• Demonstrated technical, analytical, organizational, and troubleshooting skills.
• Experience with an enterprise-level ticketing system such as ServiceNow.
• Fluency in English.
• Knowledge of and practical ability to apply the ITIL framework.
• Knowledge of current supported desktop software environments, including Windows, macOS, iOS, Android, Linux, web browsers, email clients, and office applications.
• Basic to mid-level network troubleshooting skills, including enterprise wireless deployment.
• Familiarity with Google Workspace/G-Suite, Google Apps, and Office 365.

Nice To Haves

• MCITP, MCTS, CCNA, A+, Network+, or similar certification(s).
• Experience working in an educational environment with various educational technology applications.

Responsibilities

• Install, deploy, and configure computers for customers.
• Diagnose and resolve client-side IT issues, including network, operating system, and software problems.
• Provide hardware support and deploy new computers.
• Manage hardware assets, including desktops, laptops, printers, and spare parts.
• Enter trouble tickets into ServiceNow and escalate issues to appropriate teams when necessary.
• Assist other IT teams with network and server issues, installation and configuration of new hardware, and meetings about organization-wide IT projects.
• Visit campuses to resolve issues or perform other related duties as required.
• Provide remote support.

Benefits

• Travel to campuses is reimbursed according to company policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level