IT Support Specialist
The IT Support Specialist provides advanced technical support and contributes to the reliable daily operation of the school’s technology services.
This role assists the Service Desk by resolving escalated technical issues across devices, infrastructure, classroom technology, and academic and institutional systems. The specialist ensures that students, faculty, and staff experience stable, secure, and consistent technology while contributing to documentation, configuration standards, and operational improvements. Working across IT Operations and Systems environments, this role combines strong troubleshooting capability with structured execution and technical discipline to support a dependable and well-managed technology ecosystem.
Service Desk & Tier 2 Support
Provide Tier 2 support for complex technical incidents and requests.
Diagnose and resolve issues related to devices, operating systems, cloud services, authentication, and connectivity.
Escalate infrastructure or systems-level issues appropriately.
Maintain clear documentation of troubleshooting steps and resolutions.
Ensure professional communication and timely follow-up with users.
Device Lifecycle & Endpoint Management
Prepare, configure, enroll, and maintain school-issued devices (MacOS, iOS, Windows).
Apply configuration profiles and policies via device management platforms (MDM).
Troubleshoot device performance, OS issues, application conflicts, and compliance failures.
Coordinate repairs and warranty cases with vendors.
Support printer troubleshooting and print management platform issues.
Update and manage the inventory of technology-related devices.
Infrastructure, AV & Campus Technology
Troubleshoot Wi-Fi connectivity issues, local network problems, and VOIP device incidents.
Support classroom AV systems, projection, audio equipment, and event technology.
Assist with basic network physical-layer tasks (AP swaps, port patching, cabling coordination).
Support firewall filtering and content filtering troubleshooting at user level.
Identity, Access & Systems Configuration
Configure and maintain user accounts, permissions, and role assignments across institutional platforms.
Support setup and configuration of academic and institutional systems
Assist with onboarding and offboarding processes by ensuring correct account provisioning and system access.
Troubleshoot authentication, permissions, and system configuration issues.
Investigate and resolve operational issues related to platform integrations (e.g., user synchronization).
Escalate issues when deeper platform configuration changes, system adjustments, or integration fixes are required.
Documentation & Process Discipline
Maintain technical documentation for recurring procedures and configurations.
Contribute to maintaining system and device standards.
Identify recurring support patterns and recommend practical improvements.
Support implementation of technical projects led by the IT Manager.
Qualifications
- Bachelor's in Computer Science, IT, or equivalent practical experience
- Intermediate English proficiency (for documentation, vendors, and global teams)
- 3–5 years in IT support, endpoint management, or systems administration
- Strong troubleshooting across macOS, iOS, and Windows
- Apple device management experience (MacBooks, iPads, Apple School Manager)
- Hands-on with MDM platforms like Microsoft Intune or Mosyle
- Working knowledge of Google Workspace and Microsoft 365
- Familiarity with Microsoft Entra ID (Azure AD) — user lifecycle, permissions, authentication
- Core networking concepts (TCP/IP, Wi-Fi, VLANs) and connectivity troubleshooting
- Experience setting up and troubleshooting printers and print management solutions
- Comfort with classroom AV and presentation technology
- Organized, able to juggle multiple priorities in a fast-paced environment
- Clear communicator with non-technical users; strong service mindset
- Curious, self-directed learner
Additional Information
Avenues is deeply committed to diversity, equity and inclusion throughout our organization. We strive to uphold a culture in which every colleague feels that they belong, are trusted, and are valued. We welcome applications from candidates of all backgrounds, and strongly encourage candidates from traditionally underrepresented communities or groups to apply. Avenues offers competitive compensation and a generous benefits package.
Avenues upholds the highest standards for safeguarding the physical and emotional wellbeing of children. As an essential aspect of this commitment, all offers are contingent upon successful completion of careful reference and background checks.
Avenues is deeply committed to diversity, equity and inclusion throughout our organization. We strive to uphold a culture in which every colleague feels that they belong, are trusted, and are valued. We welcome applications from candidates of all backgrounds, and strongly encourage candidates from traditionally underrepresented communities or groups to apply. Avenues offers competitive compensation and a generous benefits package.
Avenues upholds the highest standards for safeguarding the physical and emotional wellbeing of children. As an essential aspect of this commitment, all offers are contingent upon successful completion of careful reference and background checks.