Information Technology, Coordinator; US Ex

• Triage incoming support tickets and requests from faculty, staff, and students, prioritizing based on urgency and impact.
• Resolve day-to-day technology issues within agreed SLAs, escalating to the Campus Technology Director when needed.
• Document issue resolutions clearly in the ticketing system to build a campus knowledge base and reduce repeat requests.
• Track recurring issues and flag patterns to the Campus Technology Director for root cause analysis.
• Provide clear, timely communication to users on ticket status and expected resolution times.

End-User Device Support

• Provide hands‑on support for student and staff devices, including laptops, tablets, and peripherals across macOS, Windows, and iOS/iPadOS.
• Assist with device setup, MDM enrollment, and basic configuration for new and returning students and staff.
• Perform routine maintenance, software updates, and hardware troubleshooting.
• Support the device lifecycle process — from unboxing and provisioning through to decommissioning.

Classroom & AV Technology

• Support classroom technology including projectors, displays, interactive panels, Apple TVs, and video conferencing systems.
• Perform routine checks of classroom AV setups, particularly at the start of each academic term.
• Respond quickly to classroom technology issues during the school day, minimizing disruption to lessons.
• Maintain an accurate inventory of classroom equipment and flag items that need repair or replacement.

Network & Connectivity

• Provide first‑level troubleshooting for Wi‑Fi and connectivity issues reported by campus users.
• Escalate unresolved network issues to the Campus Technology Director and EF WWIT as appropriate.
• Assist with network‑related onboarding tasks such as device registration and SSID access for new students and staff.

Account & Access Management

• Assist with user account creation, password resets, and access provisioning for campus systems including Microsoft 365 and Google Workspace.
• Support IT onboarding and off‑boarding processes for students, staff, and faculty — ensuring accounts and access are set up and removed accurately and on time.
• Work within established access control policies and flag any anomalies to the Campus Technology Director.

Documentation & Knowledge Management

• Maintain accurate records of hardware assets, software licenses, and technology inventory.
• Write and contribute to knowledge base articles, how‑to guides, and FAQs that help the campus community self‑serve.
• Keep the ticketing system updated and organized, ensuring tickets are properly categorized and closed out.

Professional Qualifications

• 1–3 years of experience in an IT support, helpdesk, or similar technical support role.
• Practical, hands‑on experience supporting macOS and Windows environments; iOS/iPadOS familiarity a plus.
• Familiarity with ticketing and ITSM tools (e.g., Jira Service Management, Zendesk, or similar).
• Basic understanding of networking concepts — sufficient to troubleshoot connectivity issues and work effectively with a senior technical team.
• Working knowledge of Microsoft 365 and Google Workspace — account management, access provisioning, and basic troubleshooting.
• Familiarity with MDM solutions such as Jamf or Intune is a plus.
• Classroom or AV support experience is desirable.
• Experience in a school, university, or other education environment is a plus, though not required.

Personal Qualities

• Patient, approachable, and genuinely enjoys helping people who may not be technically confident.
• Calm under pressure — able to handle a busy support queue during high‑demand periods without losing composure.
• Organized and methodical: follows issues through to resolution and doesn’t let tickets fall through the cracks.
• Strong communicator — able to explain technical issues in plain, jargon‑free language.
• Self‑motivated and comfortable working independently, while knowing when to elevate matters.
• Reliable and punctual — this is an on‑site, campus‑based role with a regular school schedule.
• Fluency in written and spoken English required; additional languages welcome given our international campus community.
• Campus housing: the option to live on campus is available as part of this offer package.