Helpdesk Support Agent (rev.07.28.2026

Helpdesk Support Agent

Ensworth is seeking a customer-focused Helpdesk Support Agent to join our IT department. Based primarily at the Frist Campus and traveling to the Red Gables Campus as needed, this position serves as the first point of contact for technology-related questions and issues from students, faculty, and staff. Under the supervision of the Associate Director of Technology and the Chief Technology Officer, the Helpdesk Support Agent responds to helpdesk tickets, troubleshoots hardware and software issues, and supports day-to-day technology needs across both campuses.

Key Responsibilities and

Essential Functions:

• Abides by Ensworth's Employee Handbook and Code of Conduct
• Commits to the ideals expressed in Ensworth's Mission Statement, Vision Statement, and Diversity, Equity and Inclusion Statement
• Adheres to the Essential Expectations of an Ensworth Faculty, Staff, or Administrator
• Serves as the first point of contact for technology-related inquiries from students, teachers, and staff, responding to helpdesk tickets, emails, phone calls, and in-person requests promptly and professionally
• Provides first tier support for our learning management system (Blackbaud K-12) and all connected education technology applications
• Supports business and advancement operations with database helpdesk inquiries related to Blackbaud's Financial Edge NXT and Raiser's Edge NXT and connected systems
• Diagnoses and troubleshoots hardware and software problems, providing timely and effective solutions, and escalates complex or unresolved issues to appropriate team members or vendors as needed
• Maintains accurate records of helpdesk interactions, resolutions, and follow-up actions in the ticketing system (Incident IQ)
• Provides on-site support and basic repair of Mac Books, including diagnosing and repairing hardware failures, software conflicts, and WiFi connectivity issues
• Performs routine maintenance tasks such as software updates, virus scans, and system optimization on school-owned devices
• Keeps track of technology inventory and assists with the distribution and collection of laptops and devices for students, teachers, and staff in Mosyle, Jamf, Apple School Manager, and/or Incident IQ
• Troubleshoots classroom hardware and AV systems as needed, including projectors, displays, and audio equipment
• Assists with the maintenance of user accounts in database systems, specifically Google Workspace
• Establishes and maintains workstation and printer connections to the school network
• Travels between the Frist and Red Gables campuses as necessary to provide timely support
• Assists with onboarding and offboarding technology needs for faculty and staff
• Documents procedures and updates helpdesk knowledgebase articles frequently
• Assists with installation of new technology systems and equipment
• Other duties as assigned

Qualifications/

Experience:

• High school diploma required;
  Associate's degree in computer science, information technology, or a related field preferred, or equivalent experience
• Prior experience in a helpdesk, IT support, or customer service technology role preferred
• Basic understanding of system components and network concepts
• Knowledge of Mac OS, iOS, and Windows operating systems
• Apple Certified Support Technician (ACST) and/or Apple Certified Repair Technician (ACRT) or prior experience with Apple hardware support, a plus
• Prior experience supporting the technology needs of an educational institution, a plus
• Ability to articulate technical information clearly to non-technical audiences
• Well-developed interpersonal, written, and verbal communication skills, including the ability to communicate effectively with all constituents in a school environment
• Ability to understand and follow written directions
• Ability to establish and maintain cooperative and effective working relationships with others
• Patience, adaptability, self-reliance, and a sense of humor are essential
• Must successfully complete background screening and verification
• Continued Education Programs (as required by Grade Level and/or position) – Periodically participate in different training sessions identified by you, the employee and/or Divisional Leadership/Supervisor with…