Senior Technical Support Specialist

Overview

Senior Technical Support Specialist (Project Management)

• 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.