Information Technology Support Specialist (Entry-Level)

Company Overview

Richmond Public Schools (RPS) is a lively urban district that serves close to 22,000 students from a broad mix of socioeconomic backgrounds. The system comprises 25 elementary schools, including one charter school, along with seven middle schools, five comprehensive high schools, and three specialty schools. RPS focuses on ensuring fair access to strong education and dependable technology tools for every learner, while supporting school teams across varied environments so technology can improve teaching, learning, and day-to-day operations.

Role Summary

This full-time remote position is centered on first-line technical support for staff and, where needed, students across Richmond Public Schools. The specialist will handle help desk requests, resolve basic hardware and software issues, support desktop systems and connected peripherals, and assist with account access and simple configuration tasks. Routine maintenance, clear documentation of support work, and collaboration with senior IT staff are all part of the role, with more complex issues being escalated appropriately.

What You Will Do

• Respond to help desk tickets and provide prompt initial technical assistance.
• Diagnose and fix common hardware and software problems.
• Support desktop computer setups and related devices such as peripherals.
• Help with basic system settings, account access problems, and routine upkeep.
• Pass more advanced technical issues to higher-level IT staff when required.
• Record support actions and follow established IT workflows and security practices.
• Work with team members to help maintain steady and dependable technology services across the district.

Qualifications

• Working knowledge of technical support and help desk processes in an IT setting.
• Ability to troubleshoot desktop computers and resolve common software and hardware issues.
• Basic understanding of information technology, including operating systems, elementary networking concepts, and common productivity applications.
• Strong communication, customer service, and problem-solving skills, with a calm and supportive approach.
• Comfort working independently in a remote environment while handling multiple requests and following documented procedures.
• High school diploma or equivalent is required.
• Training, certification, or a degree in information technology or a related area is preferred, such as CompTIA A+ or IT Fundamentals+.
• Previous internship, school technology work, or other entry-level IT support experience in education or the public sector is an added advantage.

Additional Information

RPS supports technology services across a district serving diverse school communities, and this role contributes to reliable service delivery for both administrative and instructional needs.