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The Shipley School - Bryn Mawr, PA
posted 2 months ago
About the position
The Tech Support/IT Helpdesk position is a full-time, on-site role within the IT department, responsible for providing technical support and maintenance for macOS, iOS, and Windows systems. The role involves designing, deploying, and administering macOS systems, as well as supporting the end-user community with various hardware and software issues. The position reports to the Director of Network Services and requires a commitment to excellent customer support and teamwork.
Responsibilities
- Design, deploy, and administer macOS systems via JAMF, MDM.
- Develop and maintain global image for macOS systems.
- Deploy macOS upgrades.
- Provide tier 1-3 support of macOS, iOS, and Windows to the entire end-user community.
- Define and engineer Apple hardware and macOS software standards.
- Maintain, upgrade, inventory, and replace hardware and software.
- Support and maintain user account information, including rights, security, and systems groups.
- Support and maintain classroom audio-visual (AV) systems.
- Support pro AV camera, projection, audio, and streaming systems for events.
- Setup and deploy network and local printers.
Requirements
- 3+ years of demonstrable expertise in computer, mobile device, and peripheral configuration and support.
- Strong knowledge of macOS, Windows 10, and iOS.
- Knowledge of projectors and AV systems.
- Ability to train end-users in 1-on-1 or group situations.
- Commitment to providing excellent customer support.
- Ability to work well in both a team setting and independently with minimal supervision.
- Strong analytical and problem-solving skills.
- Ability to troubleshoot problems in a timely manner.
- Excellent written and verbal communication skills.
Nice-to-haves
- Experience deploying, administering, and maintaining a 1-to-1 program.
- Knowledge of Microsoft 365, Active Directory, and Microsoft network services.
- Experience providing support for medium to large groups of users.
- Bachelor's degree in computer science or related field.
- Experience with Apple School Manager.
- Experience using trouble ticket systems, such as Solarwinds Webhelpdesk, Zendesk, etc.
- Certification in one or more of the following: A+, Casper Certified Technician, Jamf Certified Tech/Admin, Microsoft Certified Technology Specialist (MCTS), Apple Certified Support Professional (ACSP), Apple Certified Macintosh Technician (ACMT), Apple Certified Technical Coordinator (ACTC), or Apple Certified System Administrator (ACSA).
