IT Support Technician

Heritage Oak Private Education; Campbell (CA); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Spring Education Group is seeking an IT Support Technician to provide level-one IT support for our Campbell, CA offices and campuses. You will handle on-site and remote issues, configure hardware, and manage ServiceNow tickets while coordinating with other IT teams.

The role requires strong customer service, multi-tasking, and the ability to travel to local campuses. A Bachelor's degree or equivalent experience and fluency in English are expected.

Qualifications

• 2+ years in a fast-paced help desk environment.
• Bachelor's degree in a related area or equivalent experience/training.
• Excellent customer service across phone, email, and in-person channels.
• Hardware upgrades and basic repairs (drives, memory, screens).
• Maintain confidentiality of sensitive data and attention to detail.
• Strong documentation and technical writing skills.
• Ability to multitask and work independently or in a team.
• Experience with OS images (Windows, macOS, ChromeOS, iOS).
• Experience with ServiceNow or similar ticketing system.
• Fluent in English.

Responsibilities

• Install, deploy, and configure computers for users.
• Troubleshoot client-side IT issues (network, OS, software).
• Hardware support and new computer deployments.
• Manage hardware assets (desktops, laptops, printers).
• Log trouble tickets in ServiceNow and escalate as needed.
• Collaborate with IT teams on network, server issues and IT projects.
• Perform on-site visits to resolve issues and provide remote support.

Skills

Help desk experience

Customer service

English fluency

Education

Bachelor's degree in related area

Tools

ServiceNow

Google Workspace

Office 365

MDM/EMM

Operating Systems: Windows/macOS/iOS/Linux

Job description

Spring Education Group is a national network of independent schools serving students from preschool through 12th grade. We believe that students can achieve more than they imagine. Each Spring school offers a carefully designed program led by expert educators who cultivate academic excellence, student independence, and a lasting love of learning. Our tuition-funded model allows our schools to create an open, transparent culture and a strong community, without the distractions of fundraising. We are building our network of schools to bring our distinctive approach to inspiring students to more families across America.

IT Support Technician - Spring Education Group

Reporting to the Senior IT Support Manager, the IT Support Technician (IT Administrator) is the critical first line of support and provides on-site/remote support to our internal and external customers. The person in this position will play a key role in supporting the continued advancement of IT in the classroom and in the corporate office. This role will provide level-one support by identifying, researching, and resolving technical problems. Candidates must focus on relationship management and have the ability to coordinate with the required resources to respond to complex IT requirements. Though this position is based primarily out of our Campbell, CA office, it will require the candidate to frequently (multiple times a week) visit our campuses and work from home when required.

Responsibilities

• Installs, deploys, and configures computers for customers
• Resolves and diagnoses client-side IT issues such as network, operating system, and software issues
• Hardware support, and new computer deployments
• Manages hardware assets such as desktops, laptops, printers, and spare parts
• Inputs trouble tickets into ServiceNow and provides escalation to appropriate teams when necessary
• Assists other IT teams in resolving network and server issues, installing and configuring new hardware, and participating in meetings to stay current with corporate wide IT projects
• On-site visits to resolve issues or perform other related duties as required
• Provides remote support

Requirements

• Minimum of 2 years of experience working in a similar, high-paced help desk environment.
• Bachelor's degree in related area and/or equivalent experience/training.
• Excellent customer service skills supporting users in various mediums such as telephone and email, as well as in-person.
• Must be able to perform computer hardware upgrades, from replacing hard drives, adding more memory, and replacing screens.
• Ability to maintain confidentiality of sensitive data.
• Precise and thorough attention to detail.
• Documentation and technical writing skills are a must.
• Demonstrated ability to work on multiple tasks and set priorities, both independently and in a team environment.
• Experience with Operating Systems (OS) image deployment which include Windows, ChromeOS, macOS, and iOS images.
• MDM/EMM experience
• Ability to provide on-call and after-hours services for critical incidents and maintenance windows
• Must have and maintain a good driving record.
• Demonstrated technical, analytical, organizational, and troubleshooting skills.
• Experience working with an enterprise-level ticketing system such as ServiceNow.
• Fluent in English

Knowledge and Skills

• Knowledge of and practical ability to apply the ITIL framework.
• Knowledge of current versions of desktop supported software environments including Windows, macOS, iOS, Android, Linux, web browsers, email clients, and office applications.
• Basic to mid-level network troubleshooting, which include, but not limited to enterprise wireless deployment.
• Familiarity with Google Workspace/G-Suite, Google Apps, and Office 365
• Preferred: MCITP, MCTS, CCNA, A+, Network+ or similar certification(s)
• Preferred: Experience working in an educational environment with various edtech applications

Physical Requirements

Position frequently involves long hours and widely diverse duties. Must be able to bend, stoop, and perform extensive walking. Must be able to lift up to 40 pounds. Extensive computer time, sitting and driving are necessary in this position.

Travel Requirements

This role requires frequent (>50%) travel to our local campuses within a 50 mile radius of our corporate office in Campbell, CA. Travel will be reimbursed according to company policy.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. In general, this position requires an individual to frequently walk, stand, sit, squat, stoop, reach, kneel, rise from the floor, twist, listen, read, write, and speak the English language. In addition, this position often requires an individual to carry, lift, use repetitive or fine hand movements, and occasionally push, pull, or bend. This position is regularly required to hear and use clear vision with or without correction. Spring Education Group, including, but not limited to SEG Inc., and their affiliates (collectively “Company”) is an Equal Opportunity Employer. All qualified applicants for employment and employees are provided equal employment opportunities, including in recruitment, hiring, and assignment, without regard to actual or perceived race, color, religion and religious creed, sex (including pregnancy and related conditions), sexual orientation, gender identity, gender expression, marital or familial status, age, national origin, ancestry, disability, genetic information, military/veteran status, or any other classification protected by federal, state, or local law. The Company expressly prohibits any form of unlawful employee or student harassment or discrimination.