Senior Technical Support Specialist

U.S. Bankruptcy Court - District of CT; Wallingford (CT); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading government organization seeks a senior technician responsible for advanced troubleshooting and support of Apple and Windows devices. The role includes configuring and managing IT systems for faculty and staff, overseeing help desk operations, and providing technical support during school events. Candidates should have a Bachelor’s degree and 3–5 years of relevant technical experience.

Benefits

Health insurance

Pension plan

Paid time off

Qualifications

• 3–5 years of experience in enterprise-level technical support.
• Expertise in macOS, iOS, Windows troubleshooting.
• Capable of lifting up to 25 pounds and climbing ladders.

Responsibilities

• Provide expert diagnosis and repair for devices and systems.
• Deploy and manage MDM platforms and educational applications.
• Lead help desk processes and develop knowledge base documentation.

Skills

Advanced troubleshooting

Technical leadership

Communication

Customer service

Detail-oriented

Education

Bachelor’s degree

Tools

Jamf Pro

Microsoft 365

Apple School Manager

AV technology

Job description

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.

Preferred Qualifications:

- Bachelor’s degree preferred.

- 3–5 years of experience with enterprise-level technical support and systems administration.

- Advanced troubleshooting expertise in macOS, iOS, iPadOS, Windows, and Microsoft 365.

- Experience with mobile device management systems such as Jamf Pro.

- Familiarity with AV technology in classrooms and event spaces.

- Excellent communication, documentation, and customer service skills.

- Detail-oriented, organized, and capable of handling multiple priorities.

- Able to lift up to 25 pounds and climb a ladder when needed.