Help Desk Technician

Description About St. John’s Prep St. John’s Prep is an inclusive, Catholic, Xaverian Brothers Sponsored School for young men in grades 6 through 12. Founded on the Xaverian values of compassion, humility, simplicity, trust, and zeal, we educate students to be, do and stand for good in the world. We enroll approximately 1,500 students from more than 90 communities in Massachusetts, New Hampshire, and Maine. Position Overview And Responsibilities Reporting to the Associate Director of IS in the Information Services Department, the Help Desk Technician serves as the first point of contact for technology support across campus, providing exceptional customer service to faculty, staff, and students. This position is responsible for resolving day-to-day technology issues, deploying and supporting end-user devices, assisting with classroom technology, and ensuring a positive technology experience throughout the school. Working in a collaborative team environment, the Help Desk Technician supports a modern Apple-centric environment consisting of approximately 700 Mac computers, 1,800 iPads, Apple TVs, classroom technology, Google Workspace, and other instructional and administrative applications. The ideal candidate is passionate about customer service, enjoys troubleshooting technology, and thrives in a fast-paced educational environment. This is a full-time, 12-month, hourly position. There will be expectations for night and weekend work at overtime pay. Skills And Competencies End User Support Serve as the primary point of contact for faculty, staff, and students seeking technology assistance.Provide Tier I and Tier II technical support through phone, email, walk-up support, and the IT ticketing system.Diagnose and resolve hardware, software, printing, networking, and account-related issues on macOS, iPadOS, iOS, and web-based applications.Manage assigned support tickets while meeting established service level expectations (SLAs) and maintaining excellent customer communication.Escalate complex technical issues to senior Information Services staff while maintaining ownership of customer follow-up.Develop strong relationships with users by providing friendly, responsive, and professional customer service. Device Deployment & Endpoint Support Prepare, configure, deploy, and maintain institutional Mac computers, iPads, Apple TVs, and peripheral devices.Support device enrollment and management using Jamf Pro and Apple School Manager.Install software, configure user settings, and perform operating system updates on managed devices.Assist with annual device deployment, collection, inventory reconciliation, and equipment refresh initiatives.Troubleshoot device enrollment, application installation, printing, wireless connectivity, and peripheral issues.Maintain accurate hardware inventory and asset tracking documentation. Classroom & Instructional Technology Support classroom technology including Apple TVs, projectors, interactive displays, printers, document cameras, and presentation systems.Troubleshoot instructional technology to minimize classroom disruptions.Assist faculty with educational technology platforms including Canvas, Google Workspace, Zoom, and other instructional applications.Ensure classrooms and instructional spaces are technology-ready each day. User Account & Application Support Assist with user onboarding and offboarding, including workstation setup, account creation, equipment deployment, and technology orientation.Support password resets, Multi-Factor Authentication (MFA), and account troubleshooting.Assist users with Google Workspace, Canvas, Blackbaud, Zoom, Microsoft Office, and other supported applications.Coordinate with senior team members on account permissions and application access requests. Event & Audio/Visual Support Provide technology support for campus meetings, presentations, performances, and special events.Configure and troubleshoot audio/visual equipment, projectors, sound systems, displays, and Zoom Rooms.Assist with occasional evening and weekend event support as needed. Documentation & Operational Support Create and maintain accurate ticket documentation and resolution notes.Contribute to internal knowledge base articles and user documentation.Assist in maintaining technology inventory records and equipment lifecycle information.Follow established Information Services procedures and documentation standards.Identify recurring issues and recommend process improvements. Cybersecurity & Best Practices Follow institutional cybersecurity policies and technology standards.Assist with endpoint security initiatives including software updates, device compliance, and endpoint protection.Support MFA implementation and security awareness efforts.Identify and report potential security incidents or suspicious activity.Protect confidential institutional data and maintain FERPA-appropriate handling of information. Team Collaboration Collaborate closely with Information Services staff to resolve technical issues and improve service delivery.Participate in department projects including device deployments, classroom upgrades, software rollouts, and technology initiatives.Demonstrate a willingness to learn new technologies and continuously expand technical skills.Contribute to a collaborative, customer-focused culture within the Information Services department. Education And Experience To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required to perform these essential duties. This list is intended to be illustrative, but not exhaustive. Associate's degree in Information Technology or equivalent professional experience.2–4 years of experience providing technical support in a professional IT environment.Experience supporting macOS, iPadOS, iOS, and cloud-based applications.Experience working in an IT help desk or IT Service Management (ITSM) environment.Familiarity with mobile device management solutions such as Jamf Pro, Microsoft Intune, or similar platforms.Experience troubleshooting hardware, software, networking, printers, and SaaS applications.Strong customer service, communication, and interpersonal skills.Excellent organizational skills with the ability to prioritize multiple requests.Ability to work independently while collaborating effectively within a team.Experience supporting Apple devices in an educational environment.Familiarity with Google Workspace for Education.Experience supporting Canvas, Blackbaud, or other educational technology platforms.Experience with Freshservice or another IT ticketing platform.Experience with Apple School Manager and automated device enrollment.Familiarity with Zoom Rooms, classroom technology, and audio/visual systems.Experience with ID card systems, badge printing, or physical access control.Basic understanding of networking concepts including Wi-Fi, DHCP, DNS, and TCP/IP.Outstanding customer service orientation with a passion for helping others.Strong troubleshooting and critical thinking skills.Excellent verbal and written communication.Organized, dependable, and detail-oriented.Patient, approachable, and professional under pressure.Self-motivated with a willingness to learn new technologies.Team player who contributes positively to a collaborative work environment.Committed to continuous improvement and delivering an exceptional technology experience. Physical Requirements Standing/sitting for long periods of time.Bending, lifting, pushing, kneeling, crouching, crawling, stooping.Must be able to lift up to 50 pounds.Must be able to reach at and above shoulder height to access higher areas of equipment, etc.Must be capable of adapting to frequent changes in position throughout the workday.Hearing and speaking to exchange information in person or on the telephone.Use of hands and fingers for manipulation, and using computer keyboard, educational tools, play equipment, and perform first aid and CPR.Specific vision abilities required include close vision, distance vision, color vision, and depth perception. St. John’s Prep is committed to building a diverse and inclusive campus community. We welcome applications from underrepresented groups. We seek applicants who demonstrate a commitment to multiculturalism and diversity that is manifested in classroom practice, student engagement, interpersonal communication, and curricular decisions. For more information about our academic, spiritual and student life programs, please visit www.stjohnsprep.org. Interested candidates are asked to apply via the online found on the Employment page of stjohnsprep.org. Candidates will need to upload a cover letter and resumé. Please, no phone calls.