IT Specialist (Paul Mitchell Advanced Education)

The IT Technical Specialist serves as a primary technical resource for the organization and reports directly to the IT Manager. As part of a team that provides comprehensive technical support for our schools, this role owns the handling of assigned support tickets, answers calls from the Support Line, the resolution of any networking issues, and oversees the technical maintenance of an assigned block of schools. Additionally, hands-on maintenance is sometimes required, which includes school visits to help install new equipment, troubleshoot network or hardware issues, and installing AV setups. Beyond field support, the IT Technical Specialist manages user identities, maintains virtualized server environments, and ensures network stability. Crucially, this role plays a key part in safeguarding organizational data by actively monitoring endpoint security, enforcing cybersecurity policies, and promoting safe computing practices among staff. This is a collaborative, versatile role that requires both technical fluency and the ability to communicate clearly with non-technical staff.

• Serve as the primary point of contact for technical assistance, actively monitoring and resolving support tickets submitted via email, phone, and our proprietary internal ticketing system.
• Troubleshoot and resolve a wide range of software and hardware issues on staff workstations, minimizing downtime and disruption to school operations.
• Provide exceptional customer service, translating complex technical troubleshooting steps into clear, actionable instructions for non-technical staff.
• Manage a high volume of inbound support requests while accurately logging details, progress, and resolutions into the service management system.

• Administer user accounts, credentials, and access permissions across various organizational platforms.
• Handle onboarding and offboarding procedures for staff accounts, ensuring secure and timely access modifications.
• Troubleshoot login issues, reset passwords, and resolve multi-factor authentication (MFA) challenges for all employees.

• Manage and monitor network infrastructure utilizing the UniFi system, diagnosing and resolving internet connectivity and Wi-Fi performance challenges across multiple school locations.
• Administer and configure DNS records to ensure proper network routing, domain stability, and secure service accessibility.
• Troubleshoot and maintain enterprise phone systems, addressing hardware malfunctions, call routing issues, and voice quality disruptions.

Security & Cybersecurity

• Monitor and manage endpoint protection, antivirus, and anti-malware solutions across all staff workstations and host servers.
• Investigate and remediate tier-one security incidents, including suspicious logins, malware alerts, and reported phishing attempts.
• Enforce organizational security policies, such as multi-factor authentication (MFA) compliance, password complexity rules, and the principle of least privilege for user access.
• Assist in safeguarding the network by monitoring UniFi firewall logs and traffic anomalies to prevent unauthorized access.
• Promote cybersecurity awareness among staff, providing guidance on identifying social engineering tactics, phishing emails, and safe computing practices.

• Administer and maintain virtualized environments hosted on XenServer/XCP-ng platforms, ensuring optimal server performance, stability, and resource allocation.
• Execute routine system backups and verify data integrity to ensure business continuity and disaster recovery readiness.
• Deploy operating system updates, software patches, and firmware upgrades to all endpoints, host servers, and network devices.
• Monitor system health and proactively address vulnerabilities to maintain a secure IT environment.

• Conduct on-site school visits when requested to provide hands-on technical support and physical infrastructure maintenance.
• Install, configure, and test new hardware deployments, including staff workstations, peripheral equipment, and AV technology.
• Audit physical IT assets during site visits, ensuring all equipment is properly tracked, updated, and functioning optimally.

• Create and maintain technical documentation for system configurations, network setups, and IT workflows.
• Develop self-service training materials and quick-reference guides for staff to troubleshoot basic technical issues.
• Document system changes and maintain a centralized library of IT standard operating procedures (SOPs).

• Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent combination of education, certifications (e.g., CompTIA A+, Network+, Server+, Security+), and experience may be considered.
• 2+ years of experience in IT support, helpdesk, network administration, or systems administration.
• Experience managing and configuring UniFi networking equipment and enterprise phone systems.
• Experience managing endpoint security, enforcing MFA, and responding to basic cybersecurity alerts.
• Experience working with server virtualization, specifically XenServer/XCP-ng environments.
• Experience managing user accounts, DNS records, and enterprise backups.
• Proficiency with AI tools is a plus (e.g., using AI for report generation, script writing, or documentation drafting).

• Strong working knowledge of IT hardware, AV setups, network troubleshooting, and helpdesk ticketing systems.
• Excellent problem-solving skills with the ability to diagnose hardware, software, and network issues efficiently.
• Strong technical writing skills, with the ability to translate complex processes into clear documentation.
• Highly organized, detail-oriented, and comfortable managing multiple ongoing requests, projects, and support tickets simultaneously.
• Self-starter with a team-first mindset; able to work independently and collaboratively while maintaining the confidentiality of sensitive institutional information.
• Must have the ability to communicate effectively, both in person and through electronic means (this includes verbal, written, and auditory/visual communication).