Helpdesk and Technical Support Services Specialist

Provides development and maintenance of the School’s information and technical services and devices. Primary areas of responsibility include: MacBook and iPad device support through JAMF Casper MDM software of MacBook and iPad software services, Helpdesk services and Helpdesk management software, IT support activities through the Upper, Middle and Lower School Help Desk performing the duties of a Technical Support Technician. Position is full-time (12-month employee) and reports to the Director of Information Technology.

Duties and Responsibilities:

Provide Help Desk and Laptop Support
Guide and assist in developing and deploying resolutions of critical technical issues
Ensure Help Desk has appropriate staffing by providing back-up support to the primary Helpdesk Technicians
Work cooperatively with the Technology Integration Specialist and Information Technology staff to develop plans and procedures to facilitate and coordinate the delivery of technical services
Work with Technology Integration Specialists to coordinate the ordering, receiving, testing and deployment of approved software and apps via Device Management Software
Maintain the device management system which includes:
Device imaging and base configurations
Software deployment and software updates
Licensed App deployment, iOS, App and Operating System updates
Inventory Management
Coordinate and oversee assigned projects and tasks to ensure timely and successful completion of responsibilities
Distribute new equipment, software, apps and services as needed and assigned
Design and implement major equipment rollouts and/or updates to desktop devices and software as needed
Assist in device and technology training for new students across all grades as well as rising 5th grade students receiving laptops
Provide technical assistance for end-user devices and associated resources with an emphasis on customer service functions. These include desktop computers/operating systems, hardware repairs, and audio/video equipment
Resolve technical support issues and ensure resolutions are handled appropriately and in a timely manner
Verify that software and firmware is at current revision levels. Schedule upgrades with technical staff to support the upgrades as needed
Maintain expertise with the JAMF Casper Management System, Apple computer hardware and software
Stay current with technical support practices and on-demand help desk
Maintain technical and operational documentation in the Knowledge Base
These duties and responsibilities are intended only as representations of the types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Bachelor’s degree in computer science or related field or an equivalent combination of education and experience
Minimum three years of increasingly responsible experience in IT Support and User Services. K-12 education experience a plus.
Knowledge of JAMF Software, Aerohive, Apple 1:1 programs and Volume Licensing, and cloud-based education technologies such as Google Apps for Education, WhippleHill Student Information System, ManageEngine Helpdesk and other desktop education services and software a plus