Senior Technical Support Specialist

Description

Key Responsibilities:

Technical Leadership & Escalation Support

- Serve as the senior technician for escalated Help Desk tickets requiring advanced troubleshooting or specialized knowledge.

- Provide expert diagnosis and repair for Apple and Windows devices, peripherals, and AV systems.

- Guide other IT Support staff and coordinate with vendors for complex repairs or service escalations.

Device and System Management

- Deploy, configure, and maintain laptops, desktops, tablets, and iPads for faculty and staff.

- Oversee MDM platforms (Jamf Pro, Mosyle, Intune) including configuration profiles and app deployment.

- Manage Apple School Manager, Microsoft Office 365, and other educational applications.

Security, Documentation, and Lifecycle Management

- Maintain account and device security standards, enforce password policies, and monitor compliance.

- Maintain detailed documentation of hardware configurations, software installations, and troubleshooting procedures.

- Coordinate lifecycle planning, including e-waste, donation, and hardware retirement processes.

Asset Management and Onboarding

- Maintain accurate inventory of all IT hardware and software assets.

- Manage onboarding/offboarding processes including user accounts, device assignment, and access configuration.

Help Desk Oversight and Training

- Lead the Help Desk ticketing process, ensuring triage, assignment, and resolution workflows are effective.

- Develop internal knowledge base documentation and promote self-service solutions for common issues.

- Assist in training faculty and staff on technology best practices and tools.

Collaboration and Event Support

- Collaborate with IT colleagues to ensure consistent support and system integration across academic and administrative areas.

- Provide technical support for school events, including setup and troubleshooting of AV systems.

- May be required to work on other projects as needed.

Requirements

Preferred Qualifications:

- Bachelor's degree preferred.

- 3-5 years of experience with enterprise-level technical support and systems administration.

- Advanced troubleshooting expertise in macOS, iOS, iPadOS, Windows, and Microsoft 365.

- Experience with mobile device management systems such as Jamf Pro.

- Familiarity with AV technology in classrooms and event spaces.

- Excellent communication, documentation, and customer service skills.

- Detail-oriented, organized, and capable of handling multiple priorities.

- Able to lift up to 25 pounds and climb a ladder when needed.