Education Tech Help Desk Specialist

Community College Preparatory Academy Public Charter Schools; Washington (District of Columbia); On-site; USD 55,000 - 85,000; Full time

Job summary

Community College Preparatory Academy (CCPrep) seeks an experienced IT Support Analyst to handle escalated end-user issues, manage accounts and devices, and document resolutions. You will assist with deployments, maintenance, and knowledge sharing to keep classes running smoothly.

Reporting to the Director of Information Systems, this campus-based role emphasizes respectful, efficient service to students and staff while safeguarding data and access privileges.

Qualifications

• High school diploma or equivalent required; associate degree or related credentials valued.
• Experience in help-desk, admin, or program-support roles.
• Hands-on familiarity with Windows and macOS, productivity apps, and user accounts.

Responsibilities

• Diagnose and resolve escalated endpoint, application, account, network, classroom-technology, and peripheral issues.
• Document incidents, troubleshooting, resolution, assets, and recurring problems in the service system.
• Provision and maintain devices, applications, accounts, and access per approved controls.
• Escalate security, privacy, outage, and vendor issues promptly.
• Create usable knowledge articles and coach Tier 1 staff or end users.
• Support technology deployments, inventory, preventive maintenance, and event needs.
• Coordinate accessible solutions and verified restoration of access for learners.

Skills

Ticketing/helpdesk

End-user support

Windows/macOS support

Google Workspace

Microsoft 365

Documentation

Communication

Education

High school diploma or equivalent

Associate degree (preferred)

Tools

AssetPanda

Canvas

Identity and access management

ITIL (preferred)

Job description

Community College Preparatory Academy (CCPrep) seeks an experienced IT Support Analyst to handle escalated end-user issues, manage accounts and devices, and document resolutions. You will assist with deployments, maintenance, and knowledge sharing to keep classes running smoothly.

Reporting to the Director of Information Systems, this campus-based role emphasizes respectful, efficient service to students and staff while safeguarding data and access privileges.