Senior Support Specialist, Bronx K-12

About the Role

Success Academy launched a first‑of‑its‑kind K–12 school in a single building in the Bronx. The Technology Associate owns on-site IT support and classroom readiness, serving as the dedicated face of IT for scholars, teachers, and staff. Working in close partnership with central Tech Ops (Networking, Systems, Security, A/V) and campus leadership, this role ensures a secure, high-performing technology environment that enables uninterrupted teaching and learning across the entire K–12 community.

Key Responsibilities

• Serve as the primary on-site point of contact for walk-up technical support and ServiceNow tickets, delivering rapid triage, resolution, and escalation per established SLAs.
• Provide just-in-time troubleshooting and operational support for classroom technology, including Promethean panels, Apple TV/AirPlay, document cameras, Zoom Rooms, and user endpoints (macOS, iOS/iPadOS, ChromeOS, Google Workspace, Zoom, Slack, Trello, and SSO-enabled SaaS).
• Manage campus device lifecycles, inventory, and loaner pools using Jamf Pro and Google Admin Console to ensure Day-1 readiness for school openings, assessment windows, and campus events.
• Execute frontline hardware break/fix and basic network edge troubleshooting (switch/Wi-Fi checks, port tracing, cabling hygiene, AP monitoring) in collaboration with central Tech Ops teams.
• Facilitate tech onboarding and training for new staff while creating knowledge base articles and quick-reference guides to reduce repeat incidents and promote user self-service.
  

Qualifications

• 2+ years of experience in Help Desk, Desktop Support, or K–12/enterprise tech support (internships included).
• Proficiency with macOS, iOS/iPadOS, ChromeOS, Google Workspace, Jamf Pro, and Google Admin Console for endpoint management.
• Working knowledge of basic networking concepts (DHCP/DNS, Wi-Fi troubleshooting, port tracing, basic VLANs) and classroom A/V setups.
• Bachelor's degree or equivalent combination of education, technical certifications (e.g., CompTIA A+, Network+, Jamf 200+), and hands-on experience.
  

Competencies

• Customer Focus & Empathy: Delivers empathetic, high-touch support that prioritizes classroom urgency and minimizes instructional downtime.
• Problem Solving & Triage: Rapidly diagnoses hardware, software, and network issues on-site and escalates effectively to central engineering partners.
• Operational Excellence: Maintains accurate asset inventories, thorough ServiceNow ticket documentation, and disciplined device lifecycle workflows.
• Collaboration & Communication: Partners seamlessly with school operational leadership and central Tech Ops teams while creating user-friendly self-help documentation.

Compensation, Benefits, & Perks

At Success Academy, we invest boldly in our Network team with a comprehensive package designed to support your health, financial future, and overall well-being:

• Day-One Health & Wellness: Medical, dental, and vision coverage starting your first day (SA covers 82% of our core medical plan), plus a free One Medical membership and confidential mental health support via EAP/Talkspace.
• Financial Security: 403(b) retirement plan with a 3% employer match, up to $2,400/year in employer HSA contributions, employer-paid life/disability insurance, and Public Service Loan Forgiveness (PSLF) eligibility.
• Time to Recharge: Generous paid time off, paid holidays, and paid parental leave.
• Perks & Stipends: A $50/month cellphone stipend ($600/year), pre-tax commuter benefits, backup family care, and performance-based earning incentives.