Senior Technical Support Specialist (Project Management)

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.