Support Specialist, Bronx K-12

2 days ago Be among the first 25 applicants

Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village – families, children, teachers, staff and faculty, advocates, and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole‑child education regardless of zip code or economic status.

When you join SA, you play a part in giving every student who walks through the doors of one of our 59 schools in NYC a fair shot at reaching his or her potential.

Success Academy is launching a first‑of‑its‑kind K–12 flagship campus in the Bronx, a single building serving every grade level with cutting‑edge learning technology. We are hiring a Support Specialist to serve as a trusted partner to the school community.

In this role, you will ensure every classroom runs seamlessly from bell to bell, provide Tier 2 and Tier 3 escalation for campus incidents, and act as the bridge between school operations and central Tech Ops teams (Networking, Systems, Security, and A/V). You will combine strong hands‑on troubleshooting with proactive systems thinking to keep technology reliable, secure, and ready to scale.

• Serve as a technical point of contact on campus, and coordinate on‑site priorities with the Business Operations Manager and Tech Ops leadership.
• Own campus‑level technology health by maintaining visibility into network performance, device compliance, and classroom readiness.
• Identify patterns in tickets and incidents, document root causes, and partner with central teams to implement long‑term solutions.

• Provide Tier 2 and Tier 3 escalation support for macOS, iOS/iPadOS, ChromeOS, Google Workspace, Zoom, and classroom A/V systems.
• Troubleshoot complex issues involving SSO, network access, device management, and SaaS integrations.
• On‑site response for classroom outages, assessment disruptions, or security incidents.

• Partner with central Networking on switch and Wi‑Fi troubleshooting, port tracing, AP validation, and network topology documentation.
• Perform device management in Jamf Pro and Google Admin Console, including app deployment, configuration, policy enforcement, and OS upgrades.
• Coordinate lifecycle planning such as imaging, asset tagging, spares management, and RMA/vendor coordination.

• Maintain accurate documentation and inventory, including network diagrams, A/V setups, and support runbooks.
• Support change management activities such as software releases, firmware updates, and pilot testing.
• Ensure endpoint compliance with security baselines including encryption, patching, and MDM enrollment.
• Partner with Security on incident containment, phishing response, and device quarantine procedures.

• Drive Day 1 readiness for school openings, assessments, and events to ensure all technology is functional and tested.
• Deliver staff onboarding and refresher training, and coach teachers on classroom technology best practices.
• Collaborate with Tech Ops, Facilities, and A/V teams on event setups, campus expansions, and technology upgrades.

• Operational stability:
  Classrooms stay functional and technology issues are resolved quickly.
• Technical ownership:
  You anticipate needs, document improvements, and close the loop on recurring problems.
• Campus insight:
  Inventories, maps, and service records are accurate and regularly updated.
• Delighted users:
  Teachers and staff view you as a dependable, proactive technology partner.

• 3+ years of IT support or systems administration experience in enterprise or school environments.
• Strong knowledge of macOS, iOS/iPadOS, ChromeOS, Google Workspace, and classroom A/V systems.
• Experience managing devices through Jamf Pro and/or Google Admin Console.
• Working knowledge of networking concepts including VLANs, DHCP/DNS, cabling, and Wi‑Fi troubleshooting.
• Excellent documentation and communication skills,…