TEST Tech Support Specialist

Position: Tech Support Specialist

Department: Information Technology (IT)
Reports to: IT Manager / IT Director
Location: School Campus
Employment Type: Full-time

1. Job Purpose

The Tech Support Specialist provides technical support and maintains the school's ICT systems, devices, applications and network services to ensure reliable technology services for students, teachers, administrators and other members of the school community.

The role supports teaching and learning by ensuring that technology resources are available, secure, properly maintained and effectively utilised across the school.

2. Key Responsibilities

A. IT Helpdesk and User Support

• Provide first- and second-line technical support to teachers, students, administrators and other staff.
• Receive, record, prioritise, troubleshoot and resolve IT support requests.
• Diagnose and resolve hardware, software, operating system and connectivity issues.
• Escalate complex technical problems to the IT Manager or relevant service providers.
• Provide technical assistance during lessons, meetings, examinations and school events.
• Maintain professional communication and timely follow-up with users.

B. Device and Endpoint Management

• Configure, deploy and maintain school-owned laptops, desktops, tablets, Chromebooks and other devices.
• Manage device enrolment, configuration, application deployment and security policies.
• Support Mobile Device Management (MDM) platforms such as Jamf Pro and other endpoint management solutions.
• Maintain accurate device assignment, inventory, warranty and maintenance records.
• Conduct device check-in and check-out procedures for staff and students.
• Prepare devices for new employees, students and departing staff.
• Perform operating system upgrades, software updates and routine maintenance.

C. Classroom and Educational Technology Support

• Provide technical support for classroom technology, including interactive displays, projectors, Apple TVs, document cameras, audio systems and presentation equipment.
• Support teachers in using educational applications and digital learning platforms.
• Assist with the setup and maintenance of technology used in teaching and learning.
• Troubleshoot classroom connectivity, display, audio and presentation challenges.
• Support digital examinations, online assessments and computer-based testing.
• Work with teaching and learning teams to improve the effective use of technology.

D. Network and Infrastructure Support

• Monitor and troubleshoot wired and wireless network connectivity.
• Assist with the maintenance of wireless access points, switches, routers and network equipment.
• Support network access, user authentication, printing and shared resources.
• Monitor network performance and report connectivity or infrastructure issues.
• Assist with maintaining network documentation and equipment inventories.

E. Systems and Application Administration

• Support school information systems, learning management systems and administrative applications.
• Assist with user account creation, modification and access management.
• Support platforms such as Google Workspace for Education, Microsoft 365, student information systems and library management systems.
• Assist with application installation, configuration, licensing and updates.
• Maintain technical documentation and user guides.

F. IT Security and Compliance

• Implement approved IT security policies and endpoint protection measures.
• Assist with antivirus, endpoint detection and response, encryption and access controls.
• Promote secure technology practices among staff and students.
• Support data protection, privacy and acceptable-use requirements.
• Report suspected security incidents and assist with incident response.
• Ensure that school devices are properly secured and maintained.

G. Inventory and Asset Management

• Maintain accurate records of ICT equipment, software licences and accessories.
• Track equipment allocation, transfers, repairs and retirement.
• Identify faulty, obsolete or damaged devices and recommend appropriate action.
• Coordinate warranty repairs and maintenance with authorised service providers.
• Support periodic ICT asset verification and audits.

H. Documentation and Capacity Building

• Develop and maintain standard operating procedures (SOPs), troubleshooting guides and technical documentation.
• Conduct basic technology orientation and training for staff and students.
• Share knowledge with IT team members and support continuous improvement.
• Identify recurring technical problems and recommend preventive solutions.
• Contribute to departmental projects and technology improvement initiatives.

I. Examination and Event Support

• Prepare and test devices and applications required for digital examinations.
• Provide technical support during MAP assessments and other school examinations.
• Ensure examination devices, networks and applications are ready before scheduled sessions.
• Provide technical support for school events, assemblies, conferences and presentations.

3. Qualifications and Experience

• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Technology or a related field.
• At least 3 years of relevant IT support experience, preferably in a school or educational environment.
• Experience supporting macOS, Windows, ChromeOS, iOS and other relevant operating systems.
• Practical experience with endpoint management and mobile device management platforms.
• Knowledge of computer networking, wireless technologies and troubleshooting.
• Experience supporting educational applications and school information systems.
• Relevant professional certifications such as CompTIA A+, Network+, CCNA, Microsoft, Apple or equivalent qualifications are an advantage.

4. Technical Competencies

• IT helpdesk and technical troubleshooting.
• Desktop, laptop and mobile device support.
• Mobile Device Management (MDM).
• Network administration and wireless connectivity.
• Google Workspace for Education and Microsoft 365.
• Educational technology and digital learning platforms.
• IT asset and inventory management.
• Cybersecurity and endpoint protection.
• Systems administration and user account management.
• Technical documentation and SOP development.
• Digital examination and assessment support.

5. Behavioural Competencies

• Strong customer service and interpersonal skills.
• Effective communication with users of different technical abilities.
• Analytical thinking and problem-solving.
• Ability to prioritise and manage multiple support requests.
• Teamwork and collaboration.
• Professionalism, confidentiality and integrity.
• Adaptability and willingness to learn new technologies.
• Ability to work under pressure, particularly during examinations and school events.
• Patience and sensitivity when supporting students and teachers.

7. Working Relationships

The Tech Support Specialist works closely with:

• IT Manager / IT Director and other IT team members.
• Teachers and academic leadership.
• School administration and support departments.
• Students and parents, where appropriate.
• External technology vendors and service providers.
• School leadership and other relevant stakeholders.

8. General Expectations

The Tech Support Specialist is expected to uphold the school's mission, values, safeguarding requirements, confidentiality standards and acceptable-use policies. The role requires a proactive approach to technology support, continuous professional development and effective collaboration with the wider school community.

Note: This job description outlines the principal responsibilities of the position and may be reviewed periodically to reflect changes in school operations and technology requirements.