IT Support Specialist

About the position

This is a rewarding long-term career opportunity to work with all levels of the Kiddie Academy® Educational Child Care corporate team, as well as our franchisees as they make an impact in communities across the country.  The IT Support Specialist plays a vital role in maintaining the reliability, security, and efficiency of the organization’s technology infrastructure. This position serves as a frontline resource for the IT Help Desk, providing responsive, high-quality technical support to a distributed workforce across multiple office locations and a remote workforce. The role encompasses a broad range of responsibilities, including system administration, user support, cybersecurity, and project execution, all aimed at delivering a seamless and secure user experience.

The ideal candidate is personable and comfortable with frequent interactions with end-users. They are a proactive problem-solver with excellent communication skills, a customer-centric approach, and the ability to clearly document procedures and resolve issues efficiently in a hybrid work setting.

This position is based in our corporate office located in Abingdon, Maryland.

Why you?

You are an experienced professional with a positive outlook and a passion for making an impact.  You are looking for a long-term career opportunity with a company that is committed to work-life balance, and that promotes a culture of respect, kindness and transparency. You are an excellent communicator, you take great pride in the quality of your work, you are detail oriented, you are tech savvy, and you excel at multitasking.

Why us?

Since its inception in 1981, Kiddie Academy® has been recognized as a leading brand in educational child care. In 2025, we ranked #86 in Entrepreneur’s Franchise 500® Ranking and have been included in the top 10 “Best Places to Work” according to Baltimore Business Journal for five consecutive years.

Kiddie Academy routinely ranks among the top franchising companies and providers in the child care category. We currently support 345+ Academies operating in 39 states and the District of Columbia, and more than 75 locations in various stages of development.

Benefits you’ll love:

• Salary Range of $65,000 to $90,000 annually
• 100% company-paid medical and life insurance for you,
• 100% company-paid dental and vision for you and your family
• 401K and 4% employer match upon eligibility
• Childcare tuition discounts
• Paid parental leave
• Generous paid time off, including vacation, PTO and holidays
• Paid volunteer time off to support local nonprofits
• We value in-person collaboration at our corporate headquarters, and offer flexibility through an allowance of work from home days

ESSENTIAL FUNCTIONS

• Serve as a primary point of contact for the IT Help Desk, resolving tickets promptly and professionally, maintaining service quality standards, and delivering a positive user experience.
• Provide hands-on and remote support for laptops, printers, mobile devices, and corporate applications.
• Troubleshoot and support Microsoft 365, Microsoft Office applications, and Exchange Online.
• Assist users with account setup, access, and troubleshooting across various platforms.
• Install, configure, and maintain operating systems, software, and updates.
• Administer user accounts and permissions using Active Directory and Microsoft Entra ID.
• Support communication tools such as Microsoft Teams and the enterprise phone system.
• Maintain and support network infrastructure, including endpoint security and VPN access.
• Apply cybersecurity best practices, including patch management, threat detection, and mitigation.
• Ensure compliance with internal IT policies and industry standards.
• Manage procurement and inventory of hardware, software, and licenses.
• Maintain accurate asset tracking and documentation.
• Lead or support IT projects such as device rollouts, software upgrades, and process improvements.
• Facilitate onboarding and technical training for new hires.
• Create and maintain user guides and documentation as needed.
• Provide on-call support for critical issues and monitor power outages as required.

ADDITIONAL RESPONSIBILITIES

• Maintain organized and efficient IT storage areas.
• Collaborate effectively with Technology team members to troubleshoot issues and complete projects.
• Provide technical support to the corporate-run childcare center in Abingdon, MD.
• Performs other similar or related duties as necessary.

QUALIFICATIONS

• Bachelor’s degree in Information Technology or a related field, or equivalent industry experience and certifications.
• 5+ years of experience in IT operations or systems support roles.
• Strong understanding of current IT technologies and platforms.
• Experience supporting remote users and distributed environments.
• Excellent interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proven analytical and problem-solving abilities.

TECHNICAL QUALIFICATIONS

• Microsoft Windows Platforms
• Microsoft Azure
• Microsoft Intune
• Microsoft Entra ID user administration
• Microsoft Office 365 and Microsoft Office Applications
• Active Directory, DNS, DHCP, Group Policy
• Mobile phone management
• Phone/voicemail management
• Network Printer support
• Remote desktop and VPN Setup and Support
• Knowledge of Apple Macintosh is a plus

We are growing fast, and the future is bright! Don’t miss out on joining us.