IT Support Administrator II

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Position Overview
The Enterprise IT Support Administrator II provides deskside, remote, and classroom technology support across a small private K-12 school and organizational offices. This role ensures reliable technology services for staff, faculty, and students while managing IT assets, supporting mobile devices, and maintaining high standards of professionalism.

Key Responsibilities
IT Support & Troubleshooting

• Deliver Tier 2 deskside and remote support for hardware, software, and peripherals
• Support classroom technology, including projectors, smartboards, and AV systems
• Perform desktop deployment, imaging, and printer networking
• Provide Wi-Fi configuration and troubleshooting for classrooms and office spaces
• Maintain a professional, user-friendly approach when assisting faculty, staff, and students

Ticketing System Management

• Log, prioritize, and resolve tickets in IT ticketing systems (ServiceNow, Jira, Zendesk)
• Monitor and follow up on open tickets to meet SLA requirements
• Document solutions and update the knowledge base
• Generate and analyze reports to identify trends and improve service delivery

Asset & Device Management

• Maintain accurate inventory of laptops, desktops, monitors, peripherals, and student devices
• Manage asset lifecycle: procurement, deployment, support, and decommissioning
• Implement and administer MDM platforms (FileWave, NinjaOne, Intune)
• Conduct audits and provide regular updates to IT leadership

Classroom & Campus Support

• Provide onsite support for teacher and student technology needs
• Support Office 365 applications for instruction, collaboration, and administration
• Assist faculty in integrating technology into classroom environments
• Ensure reliable printer and projector support across campus and office spaces

Cross-Site & Project Support

• Travel to other campuses or office locations for special projects or onsite needs
• Collaborate with local teams to maintain consistent IT standards

Process Improvement & Collaboration

• Identify opportunities to streamline IT workflows and asset tracking
• Recommend tools and practices aligned with organizational and educational needs
• Stay current with emerging technologies relevant to K-12 environments

Qualifications
Education

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)

Experience

• 3+ years in IT support, including deskside and remote troubleshooting
• Experience supporting technology in educational settings (preferred)
• Hands-on experience with MDM platforms (FileWave, NinjaOne, Intune)
• Background in desktop imaging, printer networking, and asset management
• Familiarity with classroom technology and Wi-Fi configuration

Technical Skills

• Proficiency with Windows, macOS and iOS environments
• Strong knowledge of Office 365 and Azure
• Ability to support AV, projector, and classroom devices

Soft Skills

• Professionalism and excellent customer service skills
• Strong communication with faculty, staff, and students
• Attention to detail with strong organizational skills
• Ability to manage multiple priorities in a school environment

Certifications (Preferred)

• CompTIA A+, ITIL Foundation, or Microsoft certifications

Working Conditions

• deskside, and classroom support
• Some travel between campuses and offices and reliable transportation is required.
• Must be able to lift and move IT equipment

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Ref: #850-Rockville (ALTA IT)

System One, and its subsidiaries including Joul, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.