Help Desk Technician

About St. John’s Prep

St. John’s Prep is an inclusive, Catholic, Xaverian Brothers Sponsored School for young men in grades 6 through 12. Founded on the Xaverian values of compassion, humility, simplicity, trust, and zeal, we educate students to be, do and stand for good in the world. We enroll approximately 1,500 students from more than 90 communities in Massachusetts, New Hampshire, and Maine.

St. John’s Prep is an inclusive, Catholic, Xaverian Brothers Sponsored School for young men in grades 6 through 12. Founded on the Xaverian values of compassion, humility, simplicity, trust, and zeal, we educate students to be, do and stand for good in the world. We enroll approximately 1,500 students from more than 90 communities in Massachusetts, New Hampshire, and Maine.

Reporting to the Associate Director of IS in the Information Services Department, the Help Desk Technician serves as the first point of contact for technology support across campus, providing exceptional customer service to faculty, staff, and students. This position is responsible for resolving day-to-day technology issues, deploying and supporting end-user devices, assisting with classroom technology, and ensuring a positive technology experience throughout the school.

Working in a collaborative team environment, the Help Desk Technician supports a modern Apple-centric environment consisting of approximately 700 Mac computers, 1,800 iPads, Apple TVs, classroom technology, Google Workspace, and other instructional and administrative applications. The ideal candidate is passionate about customer service, enjoys troubleshooting technology, and thrives in a fast-paced educational environment. This is a full-time, 12-month, hourly position. There will be expectations for night and weekend work at overtime pay.

• Serve as the primary point of contact for faculty, staff, and students seeking technology assistance.
• Provide Tier I and Tier II technical support through phone, email, walk-up support, and the IT ticketing system.
• Diagnose and resolve hardware, software, printing, networking, and account-related issues on macOS, iPadOS, iOS, and web-based applications.
• Manage assigned support tickets while meeting established service level expectations (SLAs) and maintaining excellent customer communication.
• Escalate complex technical issues to senior Information Services staff while maintaining ownership of customer follow-up.
• Develop strong relationships with users by providing friendly, responsive, and professional customer service.

• Prepare, configure, deploy, and maintain institutional Mac computers, iPads, Apple TVs, and peripheral devices.
• Support device enrollment and management using Jamf Pro and Apple School Manager.
• Install software, configure user settings, and perform operating system updates on managed devices.
• Assist with annual device deployment, collection, inventory reconciliation, and equipment refresh initiatives.
• Troubleshoot device enrollment, application installation, printing, wireless connectivity, and peripheral issues.
• Maintain accurate hardware inventory and asset tracking documentation.

• Support classroom technology including Apple TVs, projectors, interactive displays, printers, document cameras, and presentation systems.
• Troubleshoot instructional technology to minimize classroom disruptions.
• Assist faculty with educational technology platforms including Canvas, Google Workspace, Zoom, and other instructional applications.
• Ensure classrooms and instructional spaces are technology-ready each day.

• Assist with user onboarding and offboarding, including workstation setup, account creation, equipment deployment, and technology orientation.
• Support password resets, Multi-Factor Authentication (MFA), and account troubleshooting.
• Assist users with Google Workspace, Canvas, Blackbaud, Zoom, Microsoft Office, and other supported applications.
• Coordinate with senior team members on account permissions and application access requests.

• Provide technology support for campus meetings, presentations, performances, and special events.
• Configure and troubleshoot audio/visual equipment, projectors, sound systems, displays, and Zoom Rooms.
• Assist with occasional evening and weekend event support as needed.

• Create and maintain accurate ticket documentation and resolution notes.
• Contribute to internal knowledge base articles and user documentation.
• Assist in maintaining technology inventory records and equipment lifecycle information.
• Follow established Information Services procedures and documentation standards.
• Identify recurring issues and recommend process improvements.

• Follow institutional cybersecurity policies and technology standards.
• Assist with endpoint security initiatives including software updates, device…