Information Services Support and Operations Analyst

CORE RESPONSIBILITIES

In this position, you will:

• Oversee and continuously improve Cary Academy’s technology support operations and asset lifecycle management by analyzing service needs, establishing support procedures and documentation standards, prioritizing competing technology requests, recommending equipment replacement and resource allocation decisions, and exercising independent judgment to ensure technology services effectively support school operations, teaching, and learning.
• Analyze, research, prioritize, and resolve complex technology issues involving hardware, software, account access, classroom technology, and educational applications while exercising independent judgment regarding appropriate solutions and escalation pathways.
• Direct the lifecycle management of the school's technology assets, including planning, deployment, allocation, maintenance, replacement, and retirement of technology assets, while exercising independent judgment in setting priorities, establishing standards, and recommending resource investments.
• Manage technology inventory and supply processes, including inventory control, asset tracking standards, distribution procedures, and recommendations for equipment replacement and replenishment.
• Develop, implement, and continuously improve technology support procedures, documentation standards, user resources, communication materials, and operational workflows to enhance service delivery and organizational effectiveness.
• Identify, research, document, and resolve support requests in a timely and professional manner, escalating issues appropriately when additional expertise or access is required.
• Oversee the preparation, deployment, collection, repair coordination, redeployment, and retirement of school-owned technology assets, including laptops, tablets, peripherals, classroom devices, and loaner equipment.
• Maintain accurate and timely records for support tickets, asset assignments, inventory status, device lifecycle history, repair activity, and related documentation.
• Monitor, organize, and maintain technology inventory and supplies, including receiving shipments, labeling assets, tracking serial numbers, maintaining storage areas, and coordinating distribution to employees and students.
• Stay abreast of the latest changes and developments in the information technology industry, including emerging trends and best practices in educational technology.
• Assist with technology acquisition, vendor coordination, warranty claims, repair shipments, and other administrative processes that support Information Services operations.
• Provide technical and logistical support for campus events, meetings, testing, presentations, and other school activities requiring network connectivity, printing, audio/video, device setup, or other technology resources.
• Assist with account-related administrative tasks, including onboarding and offboarding support, and coordination with appropriate Information Services team members.
• Create, update, and maintain internal and end-user documentation, including procedures, checklists, inventory processes, support guides, and communication templates.

As a Cary Academy employee, you will:

• Engage actively in the school’s diversity, inclusion, and anti-racism work in all aspects of your professional responsibilities and interactions in furtherance of Cary Academy’s commitment to equity and justice.
• Attend and actively participate in all required School professional development activities in areas to include, but not limited to, safety and security; diversity, equity, and inclusion; student learning and support; technology; and school operations.
• Engage authentically in processes of self-reflection and improvement of practice, including full participation in the Professional Growth and Renewal Program.
• Complete all required administrative and operational tasks and comply with all applicable regulatory requirements and School policies and procedures as articulated in handbooks, operating guides and other School policy and procedure communications and documentation in a responsive and timely manner.
• Use designated technology assets and platforms as directed by School policies and procedures to allow for secure, effective, and collaborative school operations. Work collaboratively with the Information Services team to research, implement and evaluate technology resources related to position
• Perform other projects and duties as assigned in support of both divisional and school operations and

ESSENTIAL EXPECTATIONS

• Have strong interpersonal, organizational, communication and planning
• Have the ability to work independently and as a
• Invest the time to be a visible, engaged, and engaging presence on
• Have a positive attitude, great follow-up skills and professional level of customer service

EDUCATIONAL AND PROFESSIONAL REQUIREMENTS

Education: Bachelor’s Degree in Information Technology, Computer Science or in a related field preferred.

Experience: At least one year of related experience providing technology support, inventory coordination, administrative support, or operational support in a school, nonprofit, or service-oriented environment preferred.

Certification and/or Credentials: Comptia A+, technology support, customer service, inventory management, or Microsoft 365-related certification preferred but not required.

Equivalency: Directly related experience or a combination of directly related education and experience may be considered in place of the above requirements.

KNOWLEDGE AND SKILL REQUIREMENTS

• Working knowledge of common end-user hardware, operating systems, productivity software, classroom technology, printers, peripherals, and mobile devices.
• Working knowledge of technology platforms used to communicate, collaborate, and conduct business; experience in a Microsoft 365 ecosystem preferred.
• Ability to maintain accurate inventory, asset and support records with a high level of attention to detail.
• Ability to troubleshoot routine technology issues, ask effective questions, document steps taken, and communicate clearly with users of varying technical experience.
• Strong organizational and time management skills that allow for successful handling of a multi-priority, deadline-oriented work environment.
• Willingness to work collaboratively in a mission-centered organization and to support a technology-forward school community.

WORK SCHEDULE

Days: In general, this position is scheduled to work on campus Monday through Friday year-round but is expected to work as necessary to ensure position responsibilities are consistently met. There may be certain work requirements that could result in a need for temporary modification of this schedule, including work on weekends or holidays.

Hours: This position is scheduled to work 37.5 hours per week. The actual times worked are determined by the Head of School given the nature and seasonality of this position. Both planned and unplanned needs may require work outside of normal daytime business hours.