IT Operations & Support Specialist (Tier 2)

Description

Greater Atlanta Christian School (GAC) is a premier, independent, PreK-12th grade school located just outside metro Atlanta. We are a faith-infused, academically rich community, recognized for teaching quality, as well as exceptional arts and athletics. We are Christians, changemakers, dreamers, and hard workers. Together, we are raising a generation of inspired, generous leaders. We are a community where high academic rigor is matched by active faith and a deep commitment to caring for one another on a collegiate-style campus. We live out our passions, our curiosity, and our faith in the collective pursuit to Be Greater. The mission of Greater Atlanta Christian School is to help each student grow as Jesus did, in wisdom, in stature, and in favor with God and man.

POSITION OVERVIEW

The IT Operations & Support Specialist (Tier 2) serves as a core technical executor and operational anchor within the technology department. This role blends hands-on Tier 2 application support, project task execution, vendor/hardware management, and financial administrative workflows.

In this role, you will have the opportunity to serve as a project manager setting the roadmap and schedule. You may also serve another project manager and serve as a key project team member who executes technical deployments, resolves escalated application tickets, and maintains day-to-day administrative precision.

RESPONSIBILITIES

• Project Execution & Hands-On Deployments 
• Serve as a key project team member executing tasks assigned by a project manager.
• Execute campus device refresh cycles, workstation staging, unboxing, asset tagging, and physical hardware rollouts.
• Provide technical execution and on-the-ground support for digital AP testing, standardized assessments, and campus events.
• Tier 2 Support & Application Administration
• Handle Tier 2 ticket escalations for macOS, iOS, Windows, and standard campus software.
• Provide regular HelpDesk coverage and direct end-user support, assisting with ticket triage, troubleshooting, and resolution to maintain department service levels and customer satisfaction.
• Create and maintain knowledge base articles, troubleshooting documentation, and support procedures to improve consistency, knowledge sharing, and team effectiveness.
• Provide user support and application assistance for platforms such as Ethos and TrekAI.
• Perform identity and access management support in Microsoft Entra ID (handling MFA resets, clearing active sessions, and initial user troubleshooting).
• Track and assist with user compliance for KnowBe4 cybersecurity awareness campaigns.
• Hardware Management & Vendor RMAs
• Own the end-to-end Apple Repair process and assist with Apple School Manager device assignments.
• Manage Logitech RMAs (Return Merchandise Authorizations), tracking shipments, warranty replacements, and inventory returns.
• Financial & Administrative Control Review, code, and enter vendor invoices for accounting with high accuracy.
• Collect and code credit card receipts within the online banking platform.
• Purchase routine IT equipment, supplies, and software licenses as directed.
• Building Access & Security Logistics. Photograph new students, faculty, and staff, and print physical ID Cards.
• Assign and update building access permissions in AccessIT! Following GAC security protocols.

QUALIFICATIONS & REQUIREMENTS

• 2–4 years of experience in IT technical support, desktop support, or technical operations.
• Tier 2 Technical Proficiency: Hands-on experience with macOS/iOS (MacBooks, iPads), Microsoft Entra ID (MFA, session management), ticketing software, and SaaS platforms.
• Project Execution: Proven ability to follow project plans, meet milestone deadlines set by a project manager, and document work clearly.
• Financial Accuracy: Strong attention to detail when coding numbers, invoices, and banking receipts.
• Excellent customer service mindset with a patient, supportive demeanor toward end-users.
• Strong organizational skills and the ability to context-switch between ticketing, project tasks, and administrative coding.
• Ability and willingness to learn, share knowledge, and exchange ideas in a dynamic environment.

EDUCATION AND EXPERIENCE

• Bachelor of Science – Information Systems
• Qualified experience supporting technology in an educational environment preferred OR, an equivalent combination of formal education and experience.

PHYSICAL DEMANDS & WORK SCHEDULE

• Must be able to be stationary for prolonged periods at a desk, sometimes while working on a computer.
• Active movement across campus, including lifting/moving equipment up to 40 lbs and working on ladders when installing or replacing hardware.
• Ability to traverse a multi-building campus daily.
• Occasional evening or weekend availability to execute project deployments outside school operating hours.

EMPLOYMENT REQUIREMENTS

• Successful background check, drug/alcohol screening, and reference checks.
• Agreement to support GAC’s Mission and Acknowledge and agreement with GAC’s Statement of Faith and Community Covenant.
• Statement of Faith and Community Covenant 

PERKS AND BENEFITS

GAC offers competitive salary and benefits including:

• All-inclusive dining program, onsite fitness center.
• professional development, healthcare benefits, student loan debt repayment assistance, retirement plan.
• Christian community of innovative, engaged individuals.

Greater Atlanta Christian School is an equal opportunity employer. As allowed by federal law, Greater Atlanta Christian School seeks applicants who are in concert with and will support its mission.

GAC strives to create an inclusive environment that welcomes and values the diversity of the people we serve. We foster fairness and inclusion to create a workplace environment where everyone is treated with respect and dignity. We are most interested in finding the best candidate for the job that is engaged and passionate about promoting our faith-based mission for our students, and that candidate may be one who comes from a less traditional background.