JOB DESCRIPTION

The Campus IT Support Specialist is the frontline of technology support at EF Academy’s New York campus. This role is responsible for triaging and resolving support tickets and requests from faculty, staff, and students - ensuring that the campus community can work, teach, and learn without technology getting in the way. From a student’s laptop that won’t connect to Wi-Fi, to a projector that’s not cooperating five minutes before class, to a staff member locked out of their account - this role is the first point of contact for all things tech on campus.

This is a fast-paced, people-first role in a busy boarding school environment. A typical day could span everything from resetting passwords and troubleshooting classroom AV equipment to imaging new devices and documenting recurring issues. You’ll need to bring as much patience and empathy as you do technical skill.

This role reports directly to the Campus Technology Director and works within EF Academy’s broader technology team, contributing to a service model that is reliable, responsive, and trusted by the entire campus community.

Key Responsibilities

Support & Ticket Management

• Triage incoming support tickets and requests from faculty, staff, and students, prioritizing based on urgency and impact.

• Resolve day-to-day technology issues within agreed SLAs, escalating to the Campus Technology Director when needed.

• Document issue resolutions clearly in the ticketing system to build a campus knowledge base and reduce repeat requests.

• Track recurring issues and flag patterns to the Campus Technology Director for root cause analysis.

• Provide clear, timely communication to users on ticket status and expected resolution times.

End-User Device Support

• Provide hands-on support for student and staff devices, including laptops, tablets, and peripherals across macOS, Windows, and iOS/iPadOS.

• Assist with device setup, MDM enrolment, and basic configuration for new and returning students and staff.

• Perform routine maintenance, software updates, and hardware troubleshooting.

• Support the device lifecycle process - from unboxing and provisioning through to decommissioning.

Classroom & AV Technology

• Support classroom technology including projectors, displays, interactive panels, Apple TVs, and video conferencing systems.

• Perform routine checks of classroom AV setups, particularly at the start of each academic term.

• Respond quickly to classroom technology issues during the school day, minimizing disruption to lessons.

• Maintain an accurate inventory of classroom equipment and flag items that need repair or replacement.

Network & Connectivity

• Provide first-level troubleshooting for Wi-Fi and connectivity issues reported by campus users.

• Escalate unresolved network issues to the Campus Technology Director and EF WWIT as appropriate.

• Assist with network-related onboarding tasks such as device registration and SSID access for new students and staff.

Account & Access Management

• Assist with user account creation, password resets, and access provisioning for campus systems including Microsoft 365 and Google Workspace.

• Support IT onboarding and offboarding processes for students, staff, and faculty - ensuring accounts and access are set up and removed accurately and on time.

• Work within established access control policies and flag any anomalies to the Campus Technology Director.

Documentation & Knowledge Management

• Maintain accurate records of hardware assets, software licenses, and technology inventory.

• Write and contribute to knowledge base articles, how-to guides, and FAQs that help the campus community self-serve.

• Keep the ticketing system updated and organized, ensuring tickets are properly categorized and closed out.

Professional Qualifications

• 1-3 years of experience in an IT support, helpdesk, or similar technical support role.

• Practical, hands-on experience supporting macOS and Windows environments; iOS/iPadOS familiarity a plus.

• Familiarity with ticketing and ITSM tools (e.g., Jira Service Management, Zendesk, or similar).

• Basic understanding of networking concepts - sufficient to troubleshoot connectivity issues and work effectively with a senior technical team.

• Working knowledge of Microsoft 365 and Google Workspace - account management, access provisioning, and basic troubleshooting.

• Familiarity with MDM solutions such as Jamf or Intune is a plus.

• Classroom or AV support experience is desirable.

• Experience in a school, university, or other education environment is a plus, though not required.

Personal Qualities

• Patient, approachable, and genuinely enjoys helping people who may not be technically confident.

• Calm under pressure - able to handle a busy support queue during high-demand periods without losing composure.

• Organized and methodical: follows issues through to resolution and doesn’t let tickets fall through the cracks.

• Strong communicator - able to explain technical issues in plain, jargon-free language.

• Self-motivated and comfortable working independently, while knowing when to escalate.

• Reliable and punctual - this is an on-site, campus-based role with a regular school schedule.

• Fluency in written and spoken English required; additional languages welcome given our international campus community.

Compensation and offer

• Salary: $60,000-$65,000 USD per year.

• Campus housing: the option to live on campus is available as part of this offer package.

EF Academy is an international boarding school with campuses in New York, Oxford, and Pasadena. We offer a rigorous academic curriculum in a globally diverse environment.

RESPONSIBILITIES

Support & Ticket Management

• Triage incoming support tickets and requests from faculty, staff, and students, prioritizing based on urgency and impact.
• Resolve day-to-day technology issues within agreed SLAs, escalating to the Campus Technology Director when needed.
• Document issue resolutions clearly in the ticketing system to build a campus knowledge base and reduce repeat requests.
• Track recurring issues and flag patterns to the Campus Technology Director for root cause analysis.
• Provide clear, timely communication to users on ticket status and expected resolution times.

End-User Device Support

• Provide hands-on support for student and staff devices, including laptops, tablets, and peripherals across macOS, Windows, and iOS/iPadOS.
• Assist with device setup, MDM enrolment, and basic configuration for new and returning students and staff.
• Perform routine maintenance, software updates, and hardware troubleshooting.
• Support the device lifecycle process - from unboxing and provisioning through to decommissioning.

Classroom & AV Technology

• Support classroom technology including projectors, displays, interactive panels, Apple TVs, and video conferencing systems.
• Perform routine checks of classroom AV setups, particularly at the start of each academic term.
• Respond quickly to classroom technology issues during the school day, minimizing disruption to lessons.
• Maintain an accurate inventory of classroom equipment and flag items that need repair or replacement.

Network & Connectivity

• Provide first-level troubleshooting for Wi-Fi and connectivity issues reported by campus users.
• Escalate unresolved network issues to the Campus Technology Director and EF WWIT as appropriate.
• Assist with network-related onboarding tasks such as device registration and SSID access for new students and staff.

Account & Access Management

• Assist with user account creation, password resets, and access provisioning for campus systems including Microsoft 365 and Google Workspace.
• Support IT onboarding and offboarding processes for students, staff, and faculty - ensuring accounts and access are set up and removed accurately and on time.
• Work within established access control policies and flag any anomalies to the Campus Technology Director.

Documentation & Knowledge Management

• Maintain accurate records of hardware assets, software licenses, and technology inventory.
• Write and contribute to knowledge base articles, how-to guides, and FAQs that help the campus community self-serve.
• Keep the ticketing system updated and organized, ensuring tickets are properly categorized and closed out.

QUALIFICATIONS

Professional Qualifications

• 1-3 years of experience in an IT support, helpdesk, or similar technical support role.
• Practical, hands-on experience supporting macOS and Windows environments; iOS/iPadOS familiarity a plus.
• Familiarity with ticketing and ITSM tools (e.g., Jira Service Management, Zendesk, or similar).
• Basic understanding of networking concepts - sufficient to troubleshoot connectivity issues and work effectively with a senior technical team.
• Working knowledge of Microsoft 365 and Google Workspace - account management, access provisioning, and basic troubleshooting.
• Familiarity with MDM solutions such as Jamf or Intune is a plus.
• Classroom or AV support experience is desirable.
• Experience in a school, university, or other education environment is a plus, though not required.

Personal Qualities

• Patient, approachable, and genuinely enjoys helping people who may not be technically confident.
• Calm under pressure - able to handle a busy support queue during high-demand periods without losing composure.
• Organized and methodical: follows issues through to resolution and doesn’t let tickets fall through the cracks.
• Strong communicator - able to explain technical issues in plain, jargon-free language.
• Self-motivated and comfortable working independently, while knowing when to escalate.
• Reliable and punctual - this is an on-site, campus-based role with a regular school schedule.
• Fluency in written and spoken English required; additional languages welcome given our international campus community.

Compensation and offer

• Salary: $60,000-$65,000 USD per year.
• Campus housing: the option to live on campus is available as part of this offer package.

EF Academy is an international boarding school with campuses in New York, Oxford, and Pasadena. We offer a rigorous academic curriculum in a globally diverse environment.

At EF Education First, we believe that the world is better when people try to understand one another. Since 1965, EF has helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.