Full-Time

Job Description

The Senior IT Support Specialist is an experienced IT professional who serves as a top-tier technical resource within the support team. In this advanced role, you will handle the most challenging support issues, lead important technology projects, and act as a bridge between the support team and other IT functions (such as networking or security). Seniors work with minimal supervision, mentor junior colleagues, and help shape the processes and tools used by the team. This role is ideal for someone with substantial hands-on IT experience looking to take on leadership in technical problem-solving. It sits directly below the Team Lead in the IT career ladder and may serve as a de facto deputy to the lead for technical matters.

Key Responsibilities:

• Expert Troubleshooting & Escalation: Tackle the highest complexity incidents and problems that are escalated beyond the Intermediate level. Perform in-depth root cause analysis of recurring issues and implement permanent solutions. This could involve anything from dissecting a network performance problem, debugging a software conflict on a classroom iPad cart, to diagnosing server or cloud service issues. Act as the final in-house point of support before issues are escalated to external vendors or specialized engineers.
• Technical Leadership & Mentoring: Provide guidance and mentorship to the entire IT support team. Create and refine troubleshooting procedures, technical documentation, and training materials. Coach Associates and Intermediate specialists in best practices, and introduce new tools or techniques to improve efficiency. Lead regular knowledge-sharing sessions or training workshops for the team.
• Project Leadership: Take lead roles in IT projects and initiatives. Seniors are often tasked with planning and executing deployments of new technology across the organization (for example, rolling out a new device management platform, upgrading all center network equipment, or implementing a new security software). Responsibilities include defining project scope and steps, coordinating with the Team Lead/Manager on timelines, and ensuring successful implementation. Manage small project teams or cross-functional task forces as needed to achieve project goals.
• System Administration & Optimization: Go beyond basic support to proactively manage and optimize IT systems. This might involve monitoring system performance (servers, network gear, cloud services) and identifying areas for improvement, tuning configurations for better reliability, or working with the IT Manager to plan capacity upgrades. The Senior specialist may also administer certain centralized systems (e.g., device management consoles, advanced Office 365 settings, endpoint security dashboards) to ensure they meet NHA’s needs.
• Vendor Coordination: Interface with external tech support and vendors for advanced troubleshooting and warranty claims. For example, work directly with software vendors to resolve application bugs or with hardware manufacturers for device replacements. Evaluate vendor solutions or services when making recommendations for new technology purchases, providing technical insights to the IT Manager during decision-making.
• Continuous Improvement: Actively participate in improving IT support processes and policies. Identify recurring issues and suggest changes (like updates to image configurations, user training needs, or new support tools) to reduce future problems. Help enforce IT security policies and best practices (such as proper data handling, regular updates/patching) through day-to-day support and user education.

Qualifications:

• Experience: 5+ years of progressive experience in IT support, technical support, or system administration roles. A track record of resolving complex technical issues and leading or heavily contributing to IT projects is required. Experience in an educational or multi-location environment is a strong plus (understanding the needs of school/center staff and classroom technology).
• Technical Expertise: Broad and deep knowledge of IT systems, including:
• Operating Systems & Software: Expert-level proficiency with Microsoft Windows desktops; familiarity with Windows Server or Azure AD environment is beneficial. Strong knowledge of Office 365 ecosystem (Exchange, Teams, SharePoint) and other productivity software.
• Networking: Solid understanding of network infrastructure (LAN/WAN) – can troubleshoot switches, routers, firewalls, and wireless access points. Knows fundamentals of VLANs, VPN, and network security.
• Hardware: Experience diagnosing hardware failures and performing replacements for PCs, laptops, and networking equipment. Able to guide others in proper setup and maintenance of hardware.
• Security & Management Tools: Hands-on experience with enterprise endpoint security/EDR solutions (anti-virus, threat detection software) and device management platforms (for managing PCs or mobile devices). Ensures that all endpoints are compliant with security standards and assists in responding to security incidents if they arise.
• Other Systems: Familiarity with supporting related systems such as VoIP phone setups, printing systems, and video surveillance/security systems is advantageous, as NHA centers utilize these technologies (experience troubleshooting CCTV or door access systems is a plus).

• Bachelor’s Degree or Associates Degree and equivalent experience in a relevant field preferred (extensive experience can substitute). Professional certifications are highly valued – e.g., Microsoft Certified (MCSA/MCSE or Azure certifications), CompTIA (Network+, Security+), or ITIL certification for service management. These demonstrate expertise and a commitment to best practices.
• Great communication and customer service skills
• Wide technical support experience
• Team player with the ability to manage competing priorities while servicing our clients effectively
• Dynamic, energetic, motivated, positive outlook
• Ability to work effectively with minimal supervision
• Must have the physical ability to lift up to 50 lbs from a standing position or up to 30-40 lbs climbing a ladder or lift above the shoulders with or without accommodations.
• Must be able to bend over and crawl on hands and knees with or without accommodations.
• Must pass the Applicant Background Study required by the Department of Human Services.
• Must have documentation of U.S. citizenship or eligibility to work in the U.S.

Love Making a Difference? You'll fit right in!

As a New Horizon Academy team member, there's something special about knowing you make a difference helping us impact the lives of children and their families!

New Horizon Academy is a nationally accredited Early Childhood Educator with locations in Minnesota, Iowa, Idaho, Kansas and Colorado. We are looking for energetic and dedicated IT staff to join our growing company!

We offer a suite of benefits including...

• Starting Annual salary: $55,000
• 401K with employer match
• Health, dental and life insurance
• Generous childcare discounts
• Career advancement opportunities
• Continued Education Training

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties as necessary or desired. E.O.E.