Associate IT Support Technician

POSITION OVERVIEW

This full-time position provides foundational technical support across New Horizon Academy’s corporate offices and school locations. The Associate IT Support Technician assists end users with day-to-day technology needs, supports the configuration and maintenance of applications, systems, and networks, and helps protect the security of NHA’s technology environment. This position works closely with the IT team while providing patient, professional customer service and building positive working relationships with team members, clients, and vendors.

ESSENTIAL FUNCTIONS

• Technical Support: Provide technician-level support for end users at New Horizon Academy’s corporate offices and school locations. This includes assisting with hardware, software, application, printer, iPad, and basic network-related issues. Walk users through troubleshooting steps either in person or remotely, diagnose common system or equipment problems, and help resolve issues in a timely and professional manner.

• IT Administration Support: Assist with basic administrative support for IT systems, including Active Directory, domain accounts, Single Sign On, identity and access management, DNS/DHCP, and related services. Support account-related requests, access changes, password resets, and other routine administrative tasks under the direction of more experienced IT team members.
• Applications Support: Provide support for commonly used business applications, including the Microsoft stack, Microsoft 365, and approved SaaS applications. Assist users with application access, basic configuration issues, user questions, and troubleshooting. Escalate more complex application issues when needed and help document recurring problems or solutions.
• End User Computing: Assist with the setup, support, and maintenance of end user devices such as PCs, laptops, iPads, printers, and related peripherals. Follow written instructions, diagrams, and established procedures to set up equipment, resolve device issues, or repair faults. Help ensure devices are properly configured, updated, and ready for use.
• Network Support: Provide technician-level support for network-related issues involving routers, switches, firewalls, VLANs, wireless networks, internet connectivity, and related infrastructure. Assist with troubleshooting connectivity issues, gathering information, verifying equipment status, and escalating problems to senior IT staff or vendors when appropriate.
• Hardware and Equipment Coordination: Work with vendors and internal IT team members to support the replacement of computer and network parts, equipment, and peripherals as needed. Assist with equipment setup, swap-outs, repairs, and documentation to ensure users and school locations have the technology resources needed to operate effectively.
• Security Support: Help ensure the security of applications, systems, networks, devices, and data. Assist with endpoint protection, user access controls, data security practices, and routine security-related tasks. Report suspected security concerns, follow established procedures, and support efforts to reduce risk across the organization’s technology environment.
• Documentation and Reporting: Provide support by creating, updating, and following procedural documentation, troubleshooting notes, and relevant reports. Document actions taken, resolutions provided, and any follow-up needed so that information is available to other IT team members and support can remain consistent.
• Ticket and Case Management: Use the IT ticketing system to track, prioritize, troubleshoot, and communicate about open support cases. Ensure support requests are updated appropriately, users receive timely communication, and issues are followed through to resolution or escalation. Maintain a professional, patient, and customer-focused approach in all interactions.
• Team and Vendor Collaboration: Work closely with IT team members, vendors, clients, and other departments to support technology needs across the organization. Build positive working relationships while contributing to a collaborative support environment.

QUALIFICATIONS

• 0-2 years of Information Technology experience
• Associates Degree, College Diploma, or equivalent experience in a relevant field preferred
• 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

BENEFITS

We offer a suite of benefits including...

• Starting hourly salary: $25/hr
• 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, New Horizon Academy reserves the right to modify, add, or remove duties as necessary or desired. E.O.E.