Support Specialist

Location: Bronx, NY

We're looking for a skilled Support Specialist to join a pioneering K–12 campus in the Bronx. This flagship campus serves every grade level in a single building and integrates cutting-edge learning technology. You'll be a trusted technology partner, ensuring classrooms run smoothly, providing Tier 2 and Tier 3 support for campus incidents, and bridging school operations with central Tech Ops teams (Networking, Systems, Security, and A/V).

This role combines hands-on troubleshooting with proactive systems thinking to keep technology reliable, secure, and scalable.

Key Responsibilities

Campus Technology Leadership

• Serve as the technical point of contact on campus and coordinate priorities with the Business Operations Manager and Tech Ops leadership.
• Maintain visibility into network performance, device compliance, and classroom readiness.
• Identify patterns in tickets and incidents, document root causes, and implement long-term solutions with central teams.

Advanced Support & Incident Response

• Provide Tier 2 and Tier 3 support for macOS, iOS/iPadOS, ChromeOS, Google Workspace, Zoom, and classroom A/V systems.
• Troubleshoot complex issues involving SSO, network access, device management, and SaaS integrations.
• Respond on-site for classroom outages, assessment disruptions, or security incidents.

Systems & Infrastructure Operations

• Partner with central Networking on switch and Wi-Fi troubleshooting, port tracing, AP validation, and network topology documentation.
• Manage devices through Jamf Pro and Google Admin Console, including app deployment, configuration, policy enforcement, and OS upgrades.
• Coordinate lifecycle planning such as imaging, asset tagging, spares management, and vendor/RMA coordination.

Operational Excellence

• Maintain accurate documentation and inventory, including network diagrams, A/V setups, and support runbooks.
• Support change management activities, including software releases, firmware updates, and pilot testing.
• Ensure endpoint compliance with security baselines (encryption, patching, MDM enrollment).
• Partner with Security on incident containment, phishing response, and device quarantine procedures.

Partnership, Enablement & Events

• Drive readiness for school openings, assessments, and events to ensure all technology is functional.
• Deliver staff onboarding, refresher training, and coach teachers on classroom technology best practices.
• Collaborate with Tech Ops, Facilities, and A/V teams on event setups, campus expansions, and technology upgrades.

What Success Looks Like

• Operational stability: Classrooms remain functional and technology issues are resolved quickly.
• Technical ownership: You anticipate needs, document improvements, and close the loop on recurring problems.
• Campus insight: Inventories, maps, and service records are accurate and up to date.
• Delighted users: Teachers and staff view you as a dependable, proactive technology partner.

Qualifications

Required

• 3+ years of IT support or systems administration experience in enterprise or school environments.
• Strong knowledge of macOS, iOS/iPadOS, ChromeOS, Google Workspace, and classroom A/V systems.
• Experience managing devices via Jamf Pro and/or Google Admin Console.
• Working knowledge of networking concepts (VLANs, DHCP/DNS, cabling, Wi-Fi troubleshooting).
• Excellent documentation and communication skills, with ability to mentor junior team members.
• Customer-focused mindset with strong ownership and follow-through.
• Ability to lift up to 50 lbs and work safely on ladders or in network closets.

Preferred

• Experience with ServiceNow, Zoom Rooms, or Promethean panels.
• Certifications such as CompTIA Network+, Jamf 200+, ITIL Foundation, or Google Workspace Admin.
• Familiarity with identity systems such as Okta or Microsoft Entra ID.
• Basic scripting or automation skills (Bash, Python, or Jamf API).
• Spanish proficiency.

Work Model & Schedule

• Full-time, on-site at the Bronx K–12 campus during standard school hours.
• Occasional early-morning, evening, or weekend coverage for events and testing.
• Participation in on-call rotation and limited travel for cross-campus projects or training.

Compensation

Salary Range: $90,000 – $100,000 USD

Job Type: Full-time

Pay: $90, $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person