Job 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.

Job Tags

Permanent employment, Work at office,

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