Technology Services Support Staff

About This Role

About Us

iCademy Middle East is a private online school serving students in Grades K-12 with a globally recognized, flexible, and interactive curriculum. Based in the Arabian Gulf region, the school provides a U.S. accredited diploma to students who meet graduation requirements, offering high-quality education at home. Licensed by Dubai’s Knowledge and Human Development Authority, iCademy Middle East is also internationally and U.S. accredited. The school serves families across the Gulf region and neighboring countries, ensuring access to full educational programs.

Position Overview

The Technology Services Support Staff is responsible for managing, supporting, and maintaining the school’s information technology, network infrastructure, and computer systems to ensure reliable, secure, and uninterrupted access to technology for teaching, learning, research, and administrative operations.

The role ensures that technology resources are accessible, current, and effectively utilized by faculty, staff, and students, while providing responsive technical support and contributing to continuous improvement of IT services.

Job Type: Full-Time, Permanent (Office-based)

Reports to: VPof Technology (dotted line to General Manager)

Work Location: Silicon Oasis Hub

Start Date: Start of Next Academic Year (July 2026)

Key Responsibilities

• Manage and support the iCademy’s information technology, network infrastructure, and computer systems across academic, research, and administrative environments. Support phone systems, camera systems, and access controls.
• Ensure technology resources are accessible, functional, and equipped with current, licensed, and institution-approved hardware and software.
• Monitor, maintain, and regularly update IT systems to ensure maximum availability, performance, and security.
• Provide first- and second-line technical support to faculty, staff, and students for hardware, software, network, and application-related issues.
• Troubleshoot and resolve technical incidents promptly, escalating complex issues when necessary.
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and peripheral equipment.
• Support classroom and instructional technologies, including audiovisual equipment and video conferencing tools. Support learning platform, comprised of Canvas LMS, Powerschool SIS and custom developed integration tools.
• Maintain computer labs and shared computing facilities, ensuring systems are operational and compliant with institutional standards.
• Assist with user account management, access permissions, onboarding, and offboarding processes. Leveraging both Google and Microsoft technologies.
• Implement and support IT security measures, including antivirus protection, system

updates, backups, and data protection controls.

• Maintain accurate documentation of IT assets, system configurations, incidents, and resolutions using the institution’s ticketing or service management system.
• Liasson with corporate headquarters in the United States.
• Collaborate with academic departments and administrative units to identify technology needs and recommend appropriate solutions.
• Support IT projects, system upgrades, and the rollout of new technologies as required.
• Adhere to institutional IT policies, data protection regulations, and cybersecurity best practices.

Role Requirements

Education and Experience

• Bachelor’s Degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• 3 – 5 years of experience in an IT support, helpdesk, or technical support role, preferably within an academic or large organizational environment
• Experience supporting a diverse user base with varying levels of technical proficiency

Technical Skills

• Working knowledge of Windows and macOS operating systems; familiarity with Linux is an advantage
• Experience with productivity platforms such as Microsoft 365 or Google Workspace
• Basic understanding of networking concepts, including wired and wireless connectivity
• Familiarity with learning management systems and classroom or instructional technologies
• Experience using IT service management or ticketing systems

Competencies

Technical Competencies

• Strong troubleshooting and problem-solving skills across hardware, software, and network environments.
• Ability to manage and prioritize multiple support requests effectively.
• Understanding of IT security principles, data privacy, and access control in an academic setting.

Professional and Interpersonal Competencies

• Excellent customer service orientation with strong verbal and written communication

skills.

• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills with attention to detail and documentation.
• Ability to work independently and collaboratively within a team environment.

Personal Attributes

• Adaptable and willing to learn new technologies and systems.
• Patient, professional, and responsive in high-demand or time-sensitive situations.
• Committed to supporting the mission and values of an academic institution.
• Demonstrates integrity and discretion when handling sensitive information