Helpdesk Support Agent (rev.07.28.2026)

## Position Description and Qualifications

**Job 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 occasionally move and lift items weighing up to 30 lbs.
• Works in a sometimes-stressful environment, effectively dealing with a variety of challenges, deadlines, and a varied and diverse array of contacts
• Ability to occasionally work flexible hours to support after-school and weekend events
• Occasionally travels between the Frist and Red Gables campuses as part of routine job duties
• Ensworth requires employees to be physically present on campus, with limited exceptions that are at the sole discretion of the School. Under extraordinary circumstances, some or all of the workforce may be required to move to a remote working environment. Additionally, certain individuals may also be approved for limited remote work, based on the nature of the job description, specific circumstances, and only with written prior approval by a direct supervisor.

**Application Requirements:**

Qualified candidates should complete an [online application for employment](https://www.paycomonline.net/v4/ats/web.php/Session/index/login) and attach a cover letter and résumé. Contact [[email hidden]](mailto:[email hidden]?subject=Questions%20about%20the%20Helpdesk%20Support%20Agent%20Position) with any questions.

**About Ensworth School:**

Ensworth is a kindergarten through twelfth grade, coeducational independent school. The School promotes academic excellence and inspires students to be intellectually curious, to use their talents to the fullest, to be people of integrity, and to be contributors to society.

Located on two campuses in Nashville, Tennessee, Ensworth enrolls approximately 1,250 students and serves families in more than 50 zip codes. Ensworth is recognized among the leading independent schools in the nation. The school’s challenging academic program is embedded in a culture of support and encouragement and reflects a commitment to the core skills of observation, collaboration, communication, analysis, questioning, evaluation, and most importantly, the application of knowledge. Graduates have the adaptability, resilience, and resourcefulness necessary for success in the 21st century and are not only prepared to meet the demands of the future but are also imbued with a sense of purpose and service to others.

Ensworth School is an extraordinary place to work and seeks employees who are passionate about learning and motivated by the opportunity to awaken that passion in students.

***It is Ensworth's policy to provide equal employment opportunity for all employees and applicants without regard to race, color, gender, religion, national origin, age, disability, sexual orientation, or any other reason prohibited by law. It is the intent and resolve of Ensworth to comply with the letter and the spirit of the law in the implementation of all facets of equal opportunity. This equal opportunity policy applies to all terms and conditions of employment including, but not limited to, hiring, placement, evaluation, promotion, disciplinary action, termination, compensation and training. Employment decisions at Ensworth will be based on merit, qualifications and abilities.***