IT Support Specialist

 

Position Purpose & Overview

The IT Support Specialist is dedicated to providing outstanding client support to faculty, staff, and students, ensuring their technology needs are met efficiently and effectively. This role is crucial in maintaining the reliable operation of the school’s technology stack, including applications, desktops, ed-tech tools, networking, and AV equipment. The specialist promotes responsible technology use through support, training, and documentation, fostering a positive and productive technology environment.

The IT Support Specialist will be on an after-hours “on-call” schedule and may receive escalations or notifications outside of regular working hours to address urgent issues.

 

Key Responsibilities

End-User Technology and Infrastructure Support (60%)

• Provide reliable support to teachers, staff, and students to ensure effective and efficient use of the school’s technology services. Support is provided through in-person assistance, help tickets, and phone.
• Perform daily checks of the environment’s overall health, monitor the technology environment to identify issues and security vulnerabilities, and take proactive action to mitigate risks and ensure continuous uptime of all school services.
• Resolve issues with computers, mobile devices, collaboration tools, printers, IoT devices, and network elements.
• Support hardware and software deployment, including imaging, scripting, installation, and training.
• Configure and maintain device management and security solutions.
• Provide OS support (Windows, MacOS, iOS, ChromeOS) and support user-facing applications and infrastructure.
• Engage in network configuration and troubleshooting.
• Perform basic hardware diagnosis and issue resolution.
• Implement and maintain security policies and procedures.

Audio Visual (AV) & Education Technology (30%)

• Support and manage AV infrastructure in classrooms and facilities, including:
  • Smart boards: Ensure proper operation and provide troubleshooting support.
  • Apple TVs: Configure, deploy, and support usage in classroom settings.
  • Extron/Crestron units: Ensure proper operation and provide ongoing operational support.
• Manage bookable IT resources:
  • Projectors, microphones, laptops, tablets, and cameras.
  • Ensure they are returned, maintained in loanable condition, and not double-booked.
• Support faculty with EdTech tools, including but not limited to:
  • Assist in vetting new educational tools and resources to ensure they align with curriculum goals and teaching needs.
  • Conduct privacy assessments to ensure EdTech tools comply with school policies and data protection regulations.
  • Keep existing applications operational, including class roster information for key apps such as ClassLink, IXL, Seesaw, Duolingo, etc.
• Provide AV services for assemblies and events, including but not limited to:
  • Graduation.
  • Winter and Spring concerts.
  • Talent shows.
• Aid the team in evaluating and implementing new AV technologies, such as speakers and soundboard mixers.
• Provide training on AV equipment and software, including:
  • Operating smart boards.
  • Using Apple TVs for classroom presentations.
  • Utilizing projectors and microphones effectively.

Technology Planning & Administration (10%)

• Engages with faculty, staff, and students to ensure that technology supports the needs of all community members.
• Contribute to continuous improvement of technology infrastructure such as:
  • Providing feedback on IT processes and tools.
  • Understanding and recommending emerging technologies.
• Develop technical documentation and best practices.
• Deliver training sessions to faculty, staff, and students.
• Participate in IT projects.
• Supervise IT asset inventory.
  • Investigate assets that are missing, out of compliance and/or in need of servicing.
  • Keep daily, weekly and monthly records of high-value IT equipment.

The IT Support Specialist should manage their time and tasks in alignment with the estimated percentages allocated to each key accountability. These percentages are guidelines and may be adjusted based on organizational needs and at the Manager’s discretion.

This role will require working hours outside of school office hours: often evening events; occasionally going offsite to document student programs; and occasional morning and weekend commitments.

This job profile outlines the key responsibilities for the roles and is not meant to be exhaustive. This will include performing the administrative and related tasks or any other responsibilities required to reasonably meet the needs of St. John’s School, including, but not limited to the general duties outlined in the position profile. 

It should be understood that the activities, responsibilities and obligations of this position may be modified from time to time, through discussion between the direct supervisor and the employee, in order to effectively meet the requirements of the School. On rare occasions where there are urgent needs at the School, an employee may be assigned to temporarily backfill role(s) critical to the school’s operations and business continuity.

 

Reporting Structure

Department: Information Technology
Reports to: IT Manager
Key Interactions:
Internal: IT Department, Teachers, Principals, Students, and other non-teaching employees.
External: Parents, volunteers, alumni, and suppliers.

 

Job Information

Full-time permanent contract.
Work location: on-site.
Hours of Work: 8:00AM to 4:00PM Monday to Friday.
Annual salary of $60,000 to $70,000.

 

Required Qualifications and Key Skills

Education & Work Experience

• University degree or college diploma in Information Technology or equivalent work experience.
• Proficiency in managing and supporting various operating systems, including Windows, macOS, iOS, and ChromeOS.
• Experience supporting user-facing business and school applications, such as Blackbaud K-12, Sage 50, Google Workspace, Zoom, and Classlink.
• Experience with configuring and supporting network equipment (Meraki MR, MS, MX, Cisco Catalyst).
• Experience with device management and security tools, such as Meraki Systems Manager and JAMF Pro.
• Experience with inventory management, tracking, and documentation processes for IT assets.
• Knowledge of AV systems and equipment, including smartboards, projectors, sound systems, mixing consoles, and controllers.
• Knowledge of computer hardware components and the ability to troubleshoot and repair devices, such as desktops, laptops, mobile devices, and peripherals.
• Awareness of best practices and protocols for ensuring the security of the IT systems, networks, and data.
• Must be able to lift 25 pounds.

Qualities and Skills

• Able to communicate clearly and effectively with a non-technical audience verbally and in writing.
• Has a client-centric approach when engaging with the community, with the ability to identify client goals and priorities.
• Takes initiative and can work independently as required to complete tasks.
• Aptitude for identifying, analyzing, and resolving technical issues promptly and efficiently.
• Willingness to learn and adapt to new technologies, processes, and changing demands in the school environment.
• Able to build relationships with faculty, staff, and students while providing IT support and assistance.
• Understands how to approach discussions with tact and discretion, providing collaborative and constructive contributions and feedback.
• Capability to prioritize tasks and manage time effectively, especially in high-pressure situations.
• Adds to the fabric of a highly effective and supportive team.
• Detailed-oriented and methodical.

Success Measures

• Maintain high client satisfaction by responding to client tickets within defined SLAs.
• Ensures that IT service availability meets defined targets.
• Contributions to technology infrastructure improvements.
• On-time and within-scope project completion.
• Accurate IT inventory and low rate of lost devices.
• IT & AV infrastructure availability meets set thresholds.

Conditions of Employment

• The successful candidate will be required to complete child abuse prevention training, concussion training, Level 1 first-Aid training provided by St. John’s School and provide consent for a criminal background check for vulnerable sector.
• Clearance on criminal record check for vulnerable sector is a condition of employment.
• Ability to legally work in Canada, in an educational setting is a condition of employment.

Applications

All interested candidates should include the following items in their applications:

• Resume & Cover Letter.
• Names, email addresses, and phone number of three professional references.
• Copies of any relevant certificates and diplomas.
• Send to Catriona Cheng, Director of Finance & HR, Email [email protected]
• The posting will be active until filled.

St. John’s School is an Equal Opportunity Employer. St. John’s School is committed to building a diverse and inclusive workforce by ensuring a barrier-free work environment. We welcome applications from all qualified job seekers, from BIPOC (black, indigenous, and people of colour), persons with disabilities, 2SLGBTQ (persons of all sexual orientations and genders). If you are an applicant with a disability, we will work with you to make reasonable workplace accommodations you may need for your best work performance.