Helpdesk Support Agent (rev.07.28.2026)

Job DetailsJob Location: High School - Nashville, TN 37221Position Type: Full Time - 12 mth ee / Non-ExemptEducation Level: Accredited 2-year Associate DegreeJob Posting Summary:  

Ensworth is seeking a customer-focused Helpdesk Support Agent to join our IT department. Based primarily at the Frist Campus and traveling to the Red Gables Campus as needed, this position serves as the first point of contact for technology-related questions and issues from students, faculty, and staff. Under the supervision of the Associate Director of Technology and the Chief Technology Officer, the Helpdesk Support Agent responds to helpdesk tickets, troubleshoots hardware and software issues, and supports day-to-day technology needs across both campuses.

Key Responsibilities and Essential Functions:

Abides by Ensworth’s Employee Handbook and Code of Conduct
Commits to the ideals expressed in Ensworth’s Mission Statement, Vision Statement, and Diversity, Equity and Inclusion Statement
Adheres to the Essential Expectations of an Ensworth Faculty, Staff, or Administrator
Serves as the first point of contact for technology-related inquiries from students, teachers, and staff, responding to helpdesk tickets, emails, phone calls, and in-person requests promptly and professionally
Provides first tier support for our learning management system (Blackbaud K-12) and all connected education technology applications
Supports business and advancement operations with database helpdesk inquiries related to Blackbaud's Financial Edge NXT and Raiser's Edge NXT and connected systems
Diagnoses and troubleshoots hardware and software problems, providing timely and effective solutions, and escalates complex or unresolved issues to appropriate team members or vendors as needed
Maintains accurate records of helpdesk interactions, resolutions, and follow-up actions in the ticketing system (Incident IQ)
Provides on-site support and basic repair of MacBooks, including diagnosing and repairing hardware failures, software conflicts, and WiFi connectivity issues
Performs routine maintenance tasks such as software updates, virus scans, and system optimization on school-owned devices
Keeps track of technology inventory and assists with the distribution and collection of laptops and devices for students, teachers, and staff in Mosyle, Jamf, Apple School Manager, and/or Incident IQ
Troubleshoots classroom hardware and AV systems as needed, including projectors, displays, and audio equipment
Assists with the maintenance of user accounts in database systems, specifically Google Workspace
Establishes and maintains workstation and printer connections to the school network
Travels between the Frist and Red Gables campuses as necessary to provide timely support
Assists with onboarding and offboarding technology needs for faculty and staff
Documents procedures and updates helpdesk knowledgebase articles frequently
Assists with installation of new technology systems and equipment
Other duties as assigned

Qualifications/Experience:

High school diploma required; Associate’s degree in computer science, information technology, or a related field preferred, or equivalent experience
Prior experience in a helpdesk, IT support, or customer service technology role preferred
Basic understanding of system components and network concepts
Knowledge of Mac OS, iOS, and Windows operating systems
Apple Certified Support Technician (ACST) and/or Apple Certified Repair Technician (ACRT) or prior experience with Apple hardware support, a plus
Prior experience supporting the technology needs of an educational institution, a plus
Ability to articulate technical information clearly to non-technical audiences
Well-developed interpersonal, written, and verbal communication skills, including the ability to communicate effectively with all constituents in a school environment
Ability to understand and follow written directions
Ability to establish and maintain cooperative and effective working relationships with others
Patience, adaptability, self-reliance, and a sense of humor are essential
Must successfully complete background screening and verification
Continued Education Programs (as required by Grade Level and/or position) – Periodically participate in different training sessions identified by you, the employee and/or Divisional Leadership/Supervisor with the goal of keeping our teachers and staff up to date with current teaching methods, practices and any new knowledge in their respective field. Dependent on the program, such training may need to take place outside of normal working hours and/or in the summer months.

Physical Requirements and Work Environment:

Regularly works in standard office conditions and climate
Regularly uses close vision in technology repairs and works at a computer screen for extended periods of time
Frequently moves around the office, classrooms, and campuses; occasionally ascends a ladder
Ability to occ