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.
  

Competencies

• Customer Focus & Empathy: Delivers empathetic, high-touch support that prioritizes classroom urgency and minimizes instructional downtime.
• Problem Solving & Triage: Rapidly diagnoses hardware, software, and network issues on-site and escalates effectively to central engineering partners.
• Operational Excellence: Maintains accurate asset inventories, thorough ServiceNow ticket documentation, and disciplined device lifecycle workflows.
• Collaboration & Communication: Partners seamlessly with school operational leadership and central Tech Ops teams while creating user-friendly self-help documentation.

Compensation, Benefits, & Perks

At Success Academy, we invest boldly in our Network team with a comprehensive package designed to support your health, financial future, and overall well-being:

• Day-One Health & Wellness: Medical, dental, and vision coverage starting your first day (SA covers 82% of our core medical plan), plus a free One Medical membership and confidential mental health support via EAP/Talkspace.
• Financial Security: 403(b) retirement plan with a 3% employer match, up to $2,400/year in employer HSA contributions, employer-paid life/disability insurance, and Public Service Loan Forgiveness (PSLF) eligibility.
• Time to Recharge: Generous paid time off, paid holidays, and paid parental leave.
• Perks & Stipends: A $50/month cellphone stipend ($600/year), pre-tax commuter benefits, backup family care, and performance-based earning incentives.

By providing your phone number, you consent to receive text message updates from Success Academy regarding your application.  Reply STOP to unsubscribe. View our Privacy Policy.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth.

Success Academy Charter Schools does not offer employment-based immigration sponsorship.