IT Help Desk Technician

Position Summary

New England Innovation Academy (NEIA) is seeking a customer-service-oriented and technically skilled IT Help Desk Technician to provide first-level technology support to faculty, staff, students, and administrators. The ideal candidate is a proactive problem-solver who enjoys helping others and thrives in a dynamic educational environment.

The IT Help Desk Technician serves as the first point of contact for technology-related issues and is responsible for troubleshooting hardware, software, network, and account-related problems while ensuring excellent customer service and timely resolution of support requests.

This position plays a critical role in supporting the school's educational mission by maintaining reliable technology services across academic, administrative, and residential operations. This position is full time, 12 month, benefits eligible position.

NEIA employees are expected to embody NEIA’s principles of empathy, equity, personalization, authentic work, and collaboration in all work activities and actions.

• Serve as the first point of contact for all IT support requests submitted via ticketing system, email, phone, or walk-in requests.
• Provide technical support to faculty, staff, students, and administrators for hardware, software, and network-related issues.
• Diagnose and troubleshoot desktop, laptop, printer, projector, and peripheral issues.
• Resolve password resets, account lockouts, and user access issues.

• Set up, deploy, image, and configure Windows and Mac computers.
• Assist with onboarding and offboarding technology processes for employees and students.
• Maintain inventory of computers, accessories, and technology assets.
• Perform routine maintenance, updates, and equipment replacements.
• Assist with mobile device management (MDM) and device enrollment processes.

• Support Google Workspace, Microsoft applications and other educational technology platforms.
• Assist users with email, calendars, file storage, and collaboration tools.
• Install, configure, and update software applications and operating systems.
• Maintain user accounts and permissions across various systems.

• Support classroom technology, including interactive displays, projectors, audiovisual systems, and printers.
• Provide technical assistance during school events, meetings, presentations, and special programs.
• Assist with troubleshooting Wi-Fi connectivity and network access issues.
• Support residential and common area technology as needed.

• Document support requests, resolutions, and recurring issues within the help desk ticketing system.
• Create and maintain end-user documentation and knowledge base articles.
• Recommend process improvements to enhance user experience and operational efficiency.
• Assist in developing and maintaining IT policies, procedures, and standards.

• Follow established cybersecurity practices and data privacy requirements.
• Assist with user security awareness and best practices.
• Manage suspicious activity, phishing attempts, and potential security incidents promptly.
• Support software patching and endpoint security initiatives.

The IT Help Desk Technician does not supervise other employees at NEIA.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 1-2 years of experience in a help desk, technical support, or customer service role.
• Experience supporting Windows and macOS operating systems.
• Working knowledge of Google Workspace.
• Basic understanding of networking concepts, including Wi-Fi, TCP/IP, printers, and VPN connectivity.
• Strong troubleshooting and problem-solving abilities.
• Excellent interpersonal, communication, and customer service skills.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

• Experience working in a K-12 school environment.
• Experience with Apple School…