Apple (MacOS) Help Desk Coordinator

Job Description

Job Description

Edu-Tech Academic Solutions is seeking a full-time candidate for a role at one of our schools in the Philadelphia region. The Apple Help Desk Coordinator reports directly to the school's Director of Operations and manages the Help Desk to ensure all facets of technology run smoothly in an independent school environment. The coordinator's primary responsibility is to prioritize the support tickets coming into the Help Desk through inbound phone, email, and walk-in requests. The Apple Help Desk Coordinator will also assist with deploying and maintaining Apple laptops, iPads, and workstations assigned to students, faculty, and staff across the school using mobile device management software (Cisco Meraki Systems Manager) or other tools. Additional experience with classroom devices such as projectors, flat panels, interactive whiteboards, and other hardware and software will be required from time to time.

The ideal candidate will have a minimum of an associate's degree, multiple technical certifications, or a bachelor's degree in education, information systems, or a related technology field, and a minimum of 3-5 years of full-time technical support experience. Extensive knowledge, experience, and successful implementation of instructional technology solutions for the K-12 classroom would be ideal. Additionally, this position requires a candidate with excellent written and verbal communication skills who is quick thinking and can remain patient and courteous with users at all levels of computing skills. An ability to solve technical problems quickly with a true desire to help people and seek out and develop new strategies for streamlining overall technical operations within a school environment is desirable.

Key Qualifications

• Associate's degree, or equivalent technical certifications in a related field (Bachelor's degree preferred);
• A minimum of 4+ years of hands-on, in-person help desk support experience using a trouble ticket tracking system (preferably in an academic setting);
• Extensive knowledge of MacOS, iOS support, Chromebook management, bulk deployment, and general knowledge of Windows;
• Experience using a Mobile Device Management system such as JAMF or Meraki Systems Manager;
• Hands-on experience with the use and administration of Google Workspace for Education, Google Apps, and other Google-related product solutions;
• Strong verbal, written, and interpersonal communication skills and excellent listening skills;
• Strong organizational skills and analytical problem-solving, with proven attention to detail;
• Apple certification is a plus

Key responsibilities include, but are not limited to the following essential employee functions:

• Daily analysis and management of end-user support requests through inbound phone, email, and walk-ins
• Designate an initial priority level to each submission and assign the ticket to the appropriate staff member to establish a correspondence with the end-user and address the issue as needed to close the ticket;
• Independently identify, replicate, troubleshoot, and resolve end-user technical issues, or escalate complex issues according to escalation procedures;
• Retain ownership of all case assignments throughout the resolution process;
• Provide input for escalation to fellow team members and supervisors through proper escalation procedures;
• Participate in the knowledge creation and maintenance process, including software licensing, hardware inventory device refresh strategy, and more;
• Carry out cyber security maintenance tasks such as password resets, user account creation within Google Workspace and database systems, account deletions, data archiving, cyber security threat monitoring/report evaluation, and identification of problem areas that may require additional end-user training and support;
• Troubleshoot/support campus copier and printing resources;
• Maintain technology asset inventory database;
• Collaborate effectively with other staff and administrators to solve complex computer support and connectivity problems;
• Manage devices and users on the network and database systems;
• Ability to lift and/or push up to 30 pounds and crawl under or around furniture to install technical equipment

Preferred skills/capabilities for this role also include:

• Demonstrated experience in troubleshooting a variety of hardware and software products;
• Ability to demonstrate customer empathy, good customer diplomacy skills, and problem ownership;
• Proven ability to interact with users of every age and skill level in a professional, cooperative, and courteous manner
• Provide occasional training to students, staff, and parents;
• Ability to manage multiple projects simultaneously and set priorities to complete each task promptly;
• Ability to demonstrate excellent time management skills and decision-making while under pressure;
• Strong internal desire to independently seek out work that needs to be done and the ability to work with minimal supervision;
• Demonstrated ability to coordinate multiple resources to see projects through to completion;
• Basic skills in the use of hand tools and related IT repair equipment;
• Ability to analyze and solve complex technical problems independently and in a team environment.

Edu-Tech Academic Solutions is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let the hiring manager know.