IT Help Desk Technician II - Apple/Windows

Posting Details

Position Information

Position Title: IT Help Desk Technician II - Apple/Windows

Requisition Number: SCL00408

General Description

The IT Helpdesk Tech II position is responsible for providing IT technical support to the College’s faculty, staff and students campus-wide. This position provides exceptional customer service in resolving support service requests via telephone, email, walk-in or via remote desktop control; and filters, articulates, logs, and/or escalates more complex issues to the appropriate support level(s). Analyzes and performs repairs, installations, deskside support and maintenance of computer hardware and software.

This position will act as the subject matter expert for all services related to Apple products and also performs advanced problem recognition, research, isolation and resolution steps for all client requests for technology services support and communicates efficient and effective feedback to all clients requesting assistance and is responsible for travel from main campus to the regional centers, moving equipment between rooms/sites and the tracking of inventory information for equipment and help desk support.

College Intro

Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.

Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.

Specific Responsibilities

• Gather and analyze information regarding technical issues.
• Run or modify scripts that automate the deployment of updates and new applications across Apple devices
• Utilize Apple School Manager expertise, strong troubleshooting abilities, and effective communication skills to manage, support, and optimize Apple devices and related services throughout the college.
• Respond to telephone, email and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times.
• Log all requests for support using electronic ticketing systems and resolve all requests to full closure.
• Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support.
• Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies.
• Install, build, support, maintain, and diagnose hardware, software and network components needed to support academic and administrative desktop computers, as directed.
• Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.
• Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met.
• Work with ITS management, vendors, faculty, and staff to affect repair or replacement of failed equipment components (both in or out of warranty), ensuring proper documentation and reimbursement of warranty related items.
• Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.
• Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.
• Work collaboratively with college-wide resources, and/ or vendors to diagnose, isolate and resolve desktop computing problems as directed.
• Assist with the maintenance and tracking of inventory and deployment of hardware and software college-wide, as directed.
• Maintain industry standards certifications in support of the installed base equipment at the College.
• Travel to regional sites, as needed.
• Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
• Other duties as assigned.

Minimum Qualifications

• Associate’s Degree in a related field is required. Any and all degree(s) must be from a regionally accredited institution of higher learning.
• At least five (5) years direct experience supporting personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows and the MS Office Suite of applications for both Windows or Apple/Mac.
• At least two (2) years’ direct experience working with JAMF, JAMF Connect, Adobe Creative cloud and AWS is required.
• CompTIA A+ Certification required.
• Experience with Apple Macintosh required.
• ACSP (Apple Certified Support Professional) or Mac OS Support Essentials I required within 1 year of hire date.
• Experience working with and supporting Mac OS and solving computer/mobile device-related problems with a strong focus of Apple/Mac administration (Apple Genius experience is a plus)
• Working knowledge and/or direct experience with cloud-based SaaS products for the automation, orchestration, packaging, deployment and lifecycle management of applications, updates and applications security (ideally JAMF, JAMF Connect, SysAid/Remedy, Adobe Creative Cloud, G-Suite, AWS) is required.
• Excellent verbal and written communication skills are required.
• Demonstrated ability to translate technical knowledge into actionable direction required.
• Demonstrated excellence in customer service and professionalism is required.
• Demonstrated commitment to detail and follow through.
• Flexibility to work evenings and weekends, as needed.
• Must possess and maintain a valid driver’s license and access to reliable transportation.
• Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed.
• Ability to maintain sensitivity, understanding and respect for a diverse academic environment inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds

Preferred Qualifications

• Bachelor’s Degree in a related field is preferred. Any and all degree(s) must be from a regionally accredited institution of higher learning.
• At least two (2) years’ experience working in a Microsoft AD environment is preferred.
• Microsoft MCTA or MCSA certifications preferred.
• Industry standard technical certifications on Dell computers and Hewlett Packard peripherals are preferred.
• Experience installing and configuring hardware/software is preferred.

Work Location: Main Campus, NERC, CATC, NWRC

Benefits Summary

Benefits:

“Success Starts Here” at Community College of Philadelphia. We recognize that our success as a college and the success of our students starts with our employees. Our employees are vital to our success. Our total compensation package includes a comprehensive offer of benefits that are unrivaled by most.

Full-time faculty and staff benefits include:

• College-paid medical, dental, drug, life and disability insurance
• Tuition remission (for classes at the college)
• Forgivable tuition loan (for classes at any accredited academic institution)
• 403(b) retirement plan with 10% College contribution with employee contribution 5%
• Flexible spending accounts
• Paid vacation, holiday and personal time
• Partial remote work schedule for remote work eligible positions

Additional College benefits:

• Winter break: 1 week around the third week in December and New Years
• Spring Break: 1 week in March
• Summer Hours: 4-day work week (closed on Fridays) from the 2nd week in May through the 3rd week in August
• For More information about the College benefits and eligibility based on employee class, please visit:

Salary Grade or Rank: 9

Min Salary: $27.00

Max Salary: $41.31

Job Posting Open Date: 01/29/2026

Type of Position: Classified

Employment Status: Full-Time

Special Instructions to Applicants

Interested candidates should complete an online application.

• Cover Letter of interest and resume required.
• Name and contact information of 3 references required.
• Employment offers are contingent upon successful completion of background checks in accordance with PA Child Protective Services Law.
• Must be legally eligible to work in the U.S.

Community College of Philadelphia is an equal opportunity employer and does not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, color, national or ethnic origin, age, disability, status as a Vietnam Era Veteran or disabled veteran or any other status protected by law, in matters pertaining to employment.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * How did you hear about Community College of Philadelphia?
   • CareerBuilder.com
   • Higheredjobs.com
   • LinkedIn
   • The Chronicle
   • Veterans Job Fair
   • Professional & Technology Diversity Career Fair
   • AL DIA - Diversity Career Fair
   • Community College of Philadelphia Website
   • Indeed.com
   • Other
2. * If your answer to the above question is Other, please note the source below. If this question does not apply to you, enter N/A.

   (Open Ended Question)

3. * What is the highest level of education you have completed?
   • No Response
   • High School/GED
   • Associates Degree
   • Bachelor's Degree
   • Master's Degree
   • Doctorate
   • Other
4. * Do you possess and maintain a valid driver's license and access to reliable transportation?
   • Yes
   • No
5. * Do you have at least five (5) years direct experience supporting personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows and the MS Office Suite of applications for both Windows or Apple/Mac.
   • Yes
   • No
6. * Do you have at least two (2) years of experience working with JAMF, JAMF Connect, Adobe Creative cloud and AWS?
   • Yes
   • No
7. * Do you possess a current CompTIA A+ certification?
   • Yes
   • No
8. * Do you have experience with Apple Macintosh?
   • Yes
   • No
9. * Do you have experience working with and supporting Mac OS and solving computer/mobile device-related problems with a strong focus of Apple/Mac administration?
   • Yes
   • No
10. * Do you possess working knowledge and/or direct experience with cloud-based SaaS products for the automation, orchestration, packaging, deployment and lifecycle management of applications, updates and applications security?
    • Yes
    • No
11. * Do you have experience with Apple Genius?
    • Yes
    • No

Documents Needed to Apply

Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. References

PI281938005