Education IT Help Desk Technician (Mac/Apple)

TrulyHired; Danvers (MA); On-site; USD 30,307 - 41,328; Full time

Job summary

St. John's Prep in Danvers, MA seeks a Help Desk Technician to be the first point of contact for technology support across campus. You will resolve day-to-day issues, deploy and support end-user devices, and assist with classroom technology in a busy Apple-centric environment.

The role is full-time, year-round, with some night and weekend overtime. Ideal candidates combine strong customer service with troubleshooting skills, and a collaborative approach to keeping 700 Macs, 1,800 iPads, and

Qualifications

• 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 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.

Responsibilities

• Serve as the first 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.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Time management

Independent work

Education

Associate degree (IT)

Tools

Jamf Pro

Microsoft Intune

Apple School Manager

Freshservice

Google Workspace for Education

Job description

St. John's Prep in Danvers, MA seeks a Help Desk Technician to be the first point of contact for technology support across campus. You will resolve day-to-day issues, deploy and support end-user devices, and assist with classroom technology in a busy Apple-centric environment.

The role is full-time, year-round, with some night and weekend overtime. Ideal candidates combine strong customer service with troubleshooting skills, and a collaborative approach to keeping 700 Macs, 1,800 iPads, and