Aug 06, 2019

IT Systems Support Specialist

  • New Teacher Center
  • Santa Cruz, CA, USA
Full-time Technology

Job Description

Job Summary:

Under the direction of the Sr. Manager, Technology Support Operations, the IT Systems Support Specialist provides direct support to NTC staff and is responsible for equipment and software deployments. The IT Systems Support Specialist serves as a primary support contact for the NTC headquarters in Santa Cruz and all staff located on the western region. The incumbent needs to be a subject matter expert on the Mac and iOS platforms, and have a strong grasp on the core technology fundamentals in the end user support context.  **This position is based out of the Santa Cruz, CA home office location. 

Responsibilities & Essential Functions:

The following is an overview of the duties and responsibilities assigned to this position. The employee may perform other duties as required.

  • Participate in the help desk operations including logging of all requests, responses and equipment transactions, as well as delegation and escalation of requests when appropriate
  • Provide user support for all users in Santa Cruz office and western region for computer, smartphone, printer and accessory related issues
  • Process inventory changes within Zendesk ticketing and Asset Panda inventory system, manage local inventory of equipment and supplies and deploy hardware and software
  • Advise the team and internal clients on the best practices on the Mac and iOS platforms
  • Create/update documentation and user guides (Help Center)
  • Manage and Deploy client hardware and software using SaaS services (jamf Pro, Sophos, Code42)
  • Train staff on the standard NTC configurations and use of the systems
  • Collaborate with the IT team on support and infrastructure projects


  • Bachelors degree in Computer Science or related field, or equivalent experience
  • 2+ years experience with Mac OS X, Windows OS and iOS hardware and software
  • Apple Certified Support Professional (ACSP) certification preferred
  • Meticulous attention to detail
  • Experience troubleshooting hardware issues and replacing hardware on desktop, laptop, tablet machines in a heavily distributed environment on a national scale
  • Experience using tools supporting IT operations such as ticketing and management software (jamf)
  • Familiarity with the G Suite Apps platform (mail, docs, sites, groups, calendar, hangouts)
  • Have experience with web conference software and room setup, (Zoom, Collaborate, Meet, AV)
  • Knowledge of client virtualization, backup systems and basic networking (Meraki, DHCP, VPN)
  • Smartphone experience with iOS devices and hotspot devices.
  • Adobe Software Suite (Acrobat Pro, InDesign, Photoshop, Illustrator)
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Strong grasp of networked printer deployments and management
  • Strong communications, analytical, customer service, and troubleshooting skills
  • Ability to work independently with general guidance
  • Willingness to do “whatever-it-takes” to provide the highest quality service to clients
  • Passion for improving teaching, learning and leadership in America’s schools

ADA Requirements/Working Conditions:

  • Work normally performed in a typical interior/office work environment
  • Limited physical effort required
  • Grasping, hearing, kneeling, reaching, repetitive hand motions, sitting, standing, talking, typing

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