IT Support Specialist

The Chapin School an independent K-12 day school for girls located in New York City seeks an IT Support Specialist.

All candidates are encouraged to be familiar with Chapins website and mission.

Our technology team keeps a predominantly Mac environment running for students faculty and staff and effective support requires understanding the impact that technological friction can have on student outcomes. Reporting to the Director of Technology and working alongside the wider technology team and our Managed Services Providers (MSPs) the IT Support Specialist is the first person our community turns to when they need help or support. This role is responsible for responding directly to the day-to-day issues that arise for our staff and students resolving them promptly and with empathy so that teachers can focus on teaching and students on learning while building trust in the technology and in the people behind it.

The IT Support Specialist role is a full-time year-round on-site position with occasional adjustments to working hours to support school events.

• Serve as the first point of contact for technical support via our ticketing system telephone email and in person. Triage resolve and escalate issues within established procedures

• Provide student and staff support for macOS iPadOS and the applications our community relies on including diagnosis software installation and configuration

• Set up deploy maintain and repair Apple hardware and peripherals and manage devices through Jamf Pro and our endpoint management tools

• Support the device lifecycle for students faculty and staff: provisioning enrolment and end-of-life in line with procedures set by senior technology staff

• Provide account and access support within Google Workspace and related cloud services including password MFA and access tasks under established controls

• Provide A/V livestreaming and classroom technology support for lessons meetings assemblies and events including setup troubleshooting and maintenance of equipment

• Provide front-line support for our learning management system (Canvas) including helping teachers set up class pages and answering day-to-day questions

• Support technical onboarding and offboarding of faculty and staff including device and account provisioning

• Maintain accurate ticket asset and inventory records

• Contribute to documentation knowledge-base articles and standard operating procedures

• Apply security controls and procedures in daily work help maintain endpoint and update compliance and flag anomalies to senior technology staff

• Contribute to a security-conscious culture by supporting awareness initiatives and helping the community use technology safely

• Collaborate with the wider technology team and our managed service providers and serve as an on-site point of contact for routine support and coordination

• Additional responsibilities as needed to meet the needs of the school

• Two or more years in end-user or service desk support with a focus on Apple devices

• Hands-on troubleshooting and repair of macOS and Apple hardware

• Experience with Jamf Pro or another mobile device management (MDM) platform

• Experience supporting users through a ticketing system

• Working knowledge of Google Workspace administration and common cloud applications

• Basic networking literacy including wireless and connectivity troubleshooting

• Basic familiarity with Windows in a secondary or legacy capacity

• Strong communication and customer-service skills and the ability to work both independently and as part of a team.

• Experience in K-12 education or a similar educational environment

• Apple certifications (e.g. Apple Certified Support Professional Apple Device Support) or Jamf certification (Jamf 200 or higher)

• A/V and livestreaming experience YoloLiv a plus

• Familiarity with classroom technologies such as Apple TV video conferencing and Veracross

• Basic scripting or automation (Bash AppleScript or similar)

• Foundational understanding of data structures validation and import/export workflows

• CompTIA A or an equivalent foundational certification

• Understanding of service management frameworks (ITIL or similar)

This is an on-site role and regular in-person presence during the school day is an essential function of the position. A substantial and recurring portion of support such as troubleshooting and handling devices in classrooms and offices replacing cabling or peripherals deploying and collecting equipment and supplementing classroom A/V support requires hands-on work that cannot be performed remotely.

With or without reasonable accommodation this role requires the ability to lift and move equipment of up to approximately 40 lbs unassisted (such as boxes of devices and monitors) to assist with moving heavier equipment such as servers as part of a team and to position and install hardware including displays. The role involves periods of standing and frequent time-sensitive movement between floors and across the schools campus throughout the day often while relocating equipment.

How to apply: Please submit your résumé and cover letter for consideration. Applications will be considered on a rolling basis.

Compensation: Commensurate with experience the range is $ annually