IT Support Specialist

Mhskids; Hershey (PA); On-site; USD 34,000 - 47,000; Full time

Job summary

Milton Hershey School (MHS) is seeking an IT Support Specialist to join our Information Technology team as the first point of contact for technical support across the campus community.

This full-time, on-site role involves hands-on and remote support for staff and students, resolving software issues and assisting with Microsoft 365, device management, and basic network connectivity while delivering exceptional customer service.

Qualifications

• High school diploma required; post-secondary vocational/technical education or IT certifications preferred (ITIL, CompTIA, Microsoft Certifications, etc.).
• Minimum of three years of experience providing IT support in a customer-facing environment.
• Experience with ticketing systems; ManageEngine ServiceDesk Plus is a plus.

Responsibilities

• Serve as the first point of contact for IT support requests received through phone, email, and walk-ups.
• Diagnose, troubleshoot, and resolve a wide range of technical issues with professionalism.
• Manage and document support requests through the IT ticketing system to ensure timely resolution and accurate tracking.
• Escalate complex issues to specialized support teams when needed.
• Install, image, configure, troubleshoot, diagnose, and repair Apple and Windows-based devices.
• Assist users with Microsoft 365, mobile devices, printers, software installations, and basic network connectivity issues.
• Provide clear guidance, training, and technical support.

Skills

Troubleshooting

Communication

Customer service

Teamwork

Integrity

Education

High school diploma

IT certifications or vocational/technical education preferred

Tools

ManageEngine ServiceDesk Plus

Job description

Milton Hershey School (MHS) is one of the world’s best pre-K through 12th grade private schools, where approximately 2,200 students from disadvantaged backgrounds are provided with a cost-free home and a top-notch education. Thanks to the generosity of Milton and Catherine Hershey in 1909, the school is fully endowed today, with the resources to ensure students can thrive. The school has prepared over 12,000 graduates to lead fulfilling and productive lives and is expanding to serve more students for future generations.

At Milton Hershey School (MHS), technology plays a critical role in supporting the students and staff who advance our life-changing mission every day. We're seeking a customer-focused IT Support Specialist to join our Information Technology team and serve as the first point of contact for technical support across our campus community.

MHS’s IT Support Specialists blend technical expertise with exceptional customer service, providing hands‑on and remote support to staff and students while helping keep our technology systems running smoothly. Whether they are resolving software issues, supporting mobile devices, troubleshooting hardware problems, or assisting users with Microsoft 365, they have a direct impact on the experience of those who support and serve MHS students. This is a full‑time, onsite, year‑round position based on the MHS campus. Compensation ranges from $25.13 - $33.55 per hour, based on experience, plus an outstanding benefits package.

Key responsibilities:

Serve as the first point of contact for IT support requests received through phone, email, and walk‑ups.

Deliver outstanding customer service by diagnosing, troubleshooting, and resolving a wide range of technical issues.

Manage and document support requests through the IT ticketing system to ensure timely resolution and accurate tracking.

Escalate complex issues to specialized support teams when needed.

Install, image, configure, troubleshoot, diagnose, and repair Apple and Windows‑based devices.

Assist users with Microsoft 365 applications, mobile devices, printers, software installations, and basic network connectivity issues.

Provide clear guidance, training, and technical support.

Why Join MHS? This role goes beyond just technology support. Every solution provided helps ensure that students and staff have the tools they need to learn, work, and thrive. If you're passionate about technology, enjoy helping people, and want to work with meaningful impact, apply today.

Qualifications:

High school diploma required; post‑secondary vocational, technical education, or IT certifications preferred (ITIL, CompTIA, Microsoft Certifications, etc.).

Minimum of three years of experience providing IT support in a customer‑facing environment.

Experience with ticketing systems; familiarity with ManageEngine ServiceDesk Plus is a plus.

Proficiency supporting both Microsoft Windows and Apple operating systems.

Strong troubleshooting skills with the ability to identify and resolve technical issues across multiple platforms.

Excellent communication and interpersonal skills, able to effectively explain technical concepts to users of varying skill levels.

Demonstrated commitment to customer service, professionalism, and teamwork.

High degree of integrity and professionalism, as all MHS employees serve as role models for students.

Eager to actively engage with MHS students and contribute to the MHS mission.

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Milton Hershey School does not discriminate against applicants or employees, in hiring, promotion or any terms or conditions of employment, on the basis of race, color, national or ethnic origin, ancestry, sex, age, religion or religious creed, veteran status, disability or use of a guide or support animal because of the blindness, deafness or physical handicap of the user or because the user is a handler or trainer of support or guide animals, or any other status protected under applicable federal or Pennsylvania law.

Milton Hershey School will not tolerate any form of harassment or discrimination on the basis of race, color, national or ethnic origin, ancestry, sex, age, religion or religious creed, veteran status, disability, or any other status protected under applicable federal or Pennsylvania law (collectively “Protected Characteristics”), against any applicant for admission, enrolled student, or any other individual(s) who participate(s) in the programs, services, and activities of the School. Read important MHS policies on equal opportunity and diversity, equal employment opportunity, and more.