IT Support Technician

Support students and staff across multiple school sites by keeping technology running smoothly. This IT Support Technician position supports three K-12 school buildings and an Early College Experiences program, providing fast, customer-focused help for school technology systems and assets in a hands-on, onsite environment in Columbus, OH (in person).

This role includes a clear focus on troubleshooting, ticket documentation, and end-user guidance for classroom and productivity technology, supported by tools like Zendesk for ticketing and JAMF for device management. You will also help maintain an organized inventory through asset management, including Apple MacBooks and iPads assigned as part of the school’s technology allocation.

Responsibilities

• Provide customers accurate information and solutions related to products and services.
• Research, diagnose, troubleshoot, and identify solutions to resolve issues while minimizing downtime.
• Use excellent customer service skills to explain solutions clearly in non-technical terms.
• Escalate unresolved queries to the next level of support by tracking, routing, and redirecting problems to the correct resources.
• Record, document, and close technical tickets and issues properly in the ticketing system.
• Create and update customer account information based on onboarding and offboarding processes provided.
• Work efficiently to complete onsite installation, repair, maintenance, and testing activities.
• Collaborate and communicate effectively with colleagues, administration, faculty, and students.
• Prepare and update end-user support documentation to educate clients on procedures that resolve or prevent repeat technical issues.
• Use asset management to track equipment and perform scheduled maintenance as needed.
• Recommend procedure or configuration modifications or improvements.
• Preserve and expand knowledge of technology procedures, products, applications, and services.
• Routinely lift, carry, push, or move up to 50 lbs.
• Other duties, as assigned.

Requirements

• Able to work independently and collaboratively.
• Strong customer service and communication skills.
• Strong troubleshooting, problem-solving, and multitasking skills.
• Utilize the Metro Habits of MIND and WORK (Critical Thinker, Inquiring Learner, Collaborator, Communicator, Engaged Learner, Active and Responsible Decision Maker).
• CompTIA Tech+ (required).

Technologies you will support

• Apple MacBooks, iPads (MDM via JAMF)
• Google Workspace for Education
• Classroom TVs, projectors, Apple TVs
• Microphones/Speakers
• Aruba WiFi and switches; Ubiquity switches
• Zendesk (IT ticketing system)

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Education & certifications

• Associate (preferred)
• CompTIA Tech+ (required)
• CompTIA Network+ (preferred)
• Google IT Support Professional (preferred)

Salary: USD 44,000 per year. Work location: In person (Columbus, OH 43210 preferred). This role supports learning and operational systems including Learning Management Systems, Student Information Systems, Teacher Resource Applications, Communication and Marketing Platforms, Video Surveillance, an All-in-one Organizational Management Platform, and more.