IT Specialist (Paul Mitchell Advanced Education)

Paul Mitchell Schools•Riverton, IA

About The Position

The IT Technical Specialist serves as a primary technical resource for the organization and reports directly to the Senior IT Specialist. As part of a team providing comprehensive technical support for the schools, the specialist handles assigned support tickets, answers calls from the Support Line, resolves networking issues, and oversees technical maintenance for an assigned group of schools. The position includes occasional school visits to install equipment, troubleshoot network or hardware issues, and set up AV systems. The specialist also manages user identities, maintains virtualized server environments, and helps ensure network stability. The role supports organizational data security by monitoring endpoint security, enforcing cybersecurity policies, and promoting safe computing practices among staff. It requires technical fluency and clear communication with non-technical staff.

Requirements

At least 2 years of experience in IT support, helpdesk, network administration, or systems administration.
Experience managing and configuring UniFi networking equipment and enterprise phone systems.
Experience managing endpoint security, enforcing MFA, and responding to basic cybersecurity alerts.
Experience with server virtualization, specifically XenServer/XCP-ng environments.
Experience managing user accounts, DNS records, and enterprise backups.
Strong working knowledge of IT hardware, AV setups, network troubleshooting, and helpdesk ticketing systems.
Strong problem-solving skills and the ability to diagnose hardware, software, and network issues efficiently.
Strong technical writing skills and the ability to explain complex processes clearly.
Organization and attention to detail, including the ability to manage multiple requests, projects, and support tickets.
Ability to work independently and collaboratively, maintain confidentiality, and communicate effectively in person and electronically, verbally, in writing, and through auditory/visual means.
A background check is performed for this position.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent combinations of education, certifications, and experience may be considered.
Relevant certifications such as CompTIA A+, Network+, Server+, or Security+.
Proficiency with AI tools, such as using AI for report generation, script writing, or documentation drafting.

Responsibilities

Monitor and resolve support tickets submitted by email, phone, and the internal ticketing system; answer calls from the Support Line.
Troubleshoot software and hardware issues on staff workstations and provide clear technical instructions to non-technical staff.
Log support request details, progress, and resolutions in the service management system.
Administer user accounts, credentials, access permissions, onboarding, and offboarding across organizational platforms.
Troubleshoot login, password-reset, and multi-factor authentication issues.
Manage and monitor network infrastructure using UniFi, including diagnosing internet connectivity and Wi-Fi issues across multiple school locations.
Administer DNS records and troubleshoot enterprise phone systems, including hardware, call routing, and voice-quality issues.
Monitor endpoint protection, antivirus, and anti-malware solutions; investigate and remediate tier-one security incidents.
Enforce security policies relating to MFA, password complexity, and least-privilege access; monitor UniFi firewall logs and traffic anomalies.
Promote cybersecurity awareness and safe computing practices among staff.
Administer and maintain XenServer/XCP-ng virtualized environments and monitor server performance, stability, and resource allocation.
Run routine system backups and verify data integrity.
Deploy operating system updates, software patches, and firmware upgrades to endpoints, servers, and network devices.
Monitor system health and address vulnerabilities.
Conduct on-site school visits for hands-on technical support and physical infrastructure maintenance.
Install, configure, and test staff workstations, peripheral equipment, and AV technology.
Audit and track physical IT assets during site visits.
Create and maintain technical documentation, self-service training materials, quick-reference guides, and standard operating procedures.