Senior Support Specialist, Bronx K-12

About the Role

Success Academy launched a first‑of‑its‑kind K–12 school in a single building in the Bronx. The Technology Associate owns on-site IT support and classroom readiness, serving as the dedicated face of IT for scholars, teachers, and staff. Working in close partnership with central Tech Ops (Networking, Systems, Security, A/V) and campus leadership, this role ensures a secure, high-performing technology environment that enables uninterrupted teaching and learning across the entire K–12 community.

Key Responsibilities

Serve as the primary on-site point of contact for walk-up technical support and ServiceNow tickets, delivering rapid triage, resolution, and escalation per established SLAs.
Provide just-in-time troubleshooting and operational support for classroom technology, including Promethean panels, Apple TV/AirPlay, document cameras, Zoom Rooms, and user endpoints (macOS, iOS/iPadOS, ChromeOS, Google Workspace, Zoom, Slack, Trello, and SSO-enabled SaaS).
Manage campus device lifecycles, inventory, and loaner pools using Jamf Pro and Google Admin Console to ensure Day-1 readiness for school openings, assessment windows, and campus events.
Execute frontline hardware break/fix and basic network edge troubleshooting (switch/Wi-Fi checks, port tracing, cabling hygiene, AP monitoring) in collaboration with central Tech Ops teams.
Facilitate tech onboarding and training for new staff while creating knowledge base articles and quick-reference guides to reduce repeat incidents and promote user self-service.

Qualifications

2+ years of experience in Help Desk, Desktop Support, or K–12/enterprise tech support (internships included).
Proficiency with macOS, iOS/iPadOS, ChromeOS, Google Workspace, Jamf Pro, and Google Admin Console for endpoint management.
Working knowledge of basic networking concepts (DHCP/DNS, Wi-Fi troubleshooting, port tracing, basic VLANs) and classroom A/V setups.
Bachelor's degree or equivalent combination of education, technical certifications (e.g., CompTIA A+, Network+, Jamf 200+), and hands-on experience.