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.

This 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. It is a 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 Manager and Mobile Device Management (MDM) solutions.
• Familiarity with educational software…