Technology Systems Specialist

Kent School • Kent, CT

9h • Onsite

About The Position

Kent School seeks a versatile, service-minded Technology Systems Specialist to join our Technology Department. This is a front-line support role for someone who thrives on variety, stays composed when priorities shift, and enjoys being the person who keeps the day-to-day technology of a busy campus working. Working as one of two technicians on the help desk team, the Technology Systems Specialist provides responsive support to faculty, staff, and students across a wide range of needs, including devices, accounts, connectivity, and classroom technology. Strong support here means more than closing tickets. This person helps users understand both the how and the why behind a solution, building their confidence to handle small issues on their own next time. Because Kent runs a Bring Your Own Device (BYOD) program, this role handles a significant share of personal device support for students and staff. Alongside the help desk work, this position owns two hands-on campus technology domains: print management and classroom audiovisual systems. Success in this role depends less on a rigid, single-track focus and more on nimbleness: the ability to move between the classroom, an administrative office, and a dorm in the same morning, and to judge what needs attention first. It is a role for an experienced support professional who is genuinely energized by service, has already thrived amid the ebb and flow of a busy environment, and wants to keep growing their skills over time.

Requirements

• Proven experience as a help desk or front-line support technician, including hands-on management of tickets in a support ticketing system; ideally three to five years in a school, campus, or comparably high-volume, multi-departmental environment with seasonal peaks.
• Demonstrated success managing competing priorities and high ticket volume during busy periods, while maintaining a professional, service-oriented demeanor.
• Proficiency with Apple (macOS, iOS) and Microsoft (Windows) operating systems, with strong macOS troubleshooting skills, and comfort supporting Chrome and Android devices.
• Experience supporting personal devices in a BYOD environment.
• Familiarity with print management (PaperCut or comparable) and classroom AV technology, or a demonstrated ability to take ownership of these systems quickly.
• Comfort with academic technology platforms such as Canvas and Google Workspace for Education.
• A temperament suited to a fast-changing, multi-constituency environment: able to reprioritize across competing demands, move fluidly between different types of work, and stay composed under pressure.
• Excellent verbal and written communication skills, with the ability to explain technology clearly and patiently to users of all ages and skill levels.
• A collaborative, low-ego approach to teamwork and a genuine commitment to helping users succeed.
• A lifelong learner mindset, able to learn independently by reading documentation and finding online resources.
• Bachelor’s degree in IT, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
• Must be able to work in an office environment and travel between multiple buildings across campus.
• Requires substantial use of keyboard and visual display equipment.
• Ability to lift and transport equipment up to 40 lbs. without assistance, and to access classroom AV and print equipment (including reaching, bending, and occasional use of a step stool or ladder).
• Occasional driving may be required; qualified candidates should have reliable transportation and a valid driver’s license.
• Successful completion of a post-offer, pre-employment criminal background check.
• Maintain punctual and regular attendance.
• Work is performed on a smoke-free campus.

Nice To Haves

• Experience working in an independent school setting is a plus, but is not required.

Responsibilities

• Serve as one of two technicians on the help desk team, monitoring, resolving, and escalating support requests through the school’s ticketing system (FreshService) with timely, professional service to the entire Kent community.
• Provide hands-on support for school-owned and personally owned devices under Kent’s BYOD program, including Mac, PC, iOS, Chrome, and Android devices, which account for a significant share of the school’s personal-device support.
• Assist end users with network connectivity, account access, authentication, and MFA support within established procedures.
• Support onboarding and offboarding procedures for faculty, staff, and students in coordination with the IT Manager.
• Provide comfortable, capable Level 1 support for the academic technology platforms used across the school, including Canvas and Google Workspace, and escalate instructional and curriculum questions to the Director of Academic Technology.
• Record technical problems and their resolutions accurately in the ticketing system, and communicate clear, timely status updates to affected users.
• Contribute user help articles to the school’s online knowledge base, building self-service resources that reduce recurring requests.
• Own the day-to-day administration of the school’s print environment, including PaperCut and printer server administration.
• Manage the Xerox fleet, including supplies and consumables, and coordinate repairs and vendor services.
• Monitor the print infrastructure for recurring issues and proactively work to reduce disruptions and downtime.
• Own the support and maintenance of classroom audiovisual technology, including projectors and interactive flat panel (IFP) boards.
• Respond promptly to time-sensitive classroom technology issues that affect teaching and learning.
• Coordinate installations, replacements, and vendor service for AV equipment as needed, and maintain documentation of classroom configurations.
• Prepare, image, and deploy new and loaner devices for faculty, staff, and students.
• Support and maintain school-owned devices on an ongoing, day-to-day basis.
• Support the accurate inventory and tracking of IT assets, including school-owned hardware, loaner computers, and peripherals.
• Assist with the maintenance and monitoring of systems and infrastructure as directed by the IT Manager.
• Identify and suggest improvements to IT procedures and support processes based on recurring issues and user feedback.

Benefits

• Kent prepares young people not only for college, but for lives of purpose, integrity, and engagement with the world.

What This Job Offers

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