Tech Services & Endpoint Support Specialist (Tier 2/3)

Agence PROvidence; Providence (RI); Sur place; USD 52 000 - 72 000; Plein temps

Résumé du poste

Agence PROvidence is seeking a skilled IT support technician to provide Tier 2/3 assistance for faculty, staff, and classroom technology. The role involves deploying new devices, supporting Windows and macOS, and coordinating with network admins on deployments and IP phone setups.

You will work with endpoint management tools, support encrypted devices, and maintain desk-side and lab environments. A technical trade degree or equivalent is required, with a Bachelor’s preferred.

Qualifications

• A technical trade degree or equivalent is required.
• Bachelor’s degree in a related field preferred.
• At least three years of experience in technology support.
• Experience with PC and Apple hardware repair.
• Experience supporting Windows and macOS operating systems.
• Experience with endpoint management tools such as Microsoft Endpoint Manager or Jamf.
• Experience working with encrypted devices.
• Experience in an Active Directory/Azure environment.

Responsabilités

• Serve as Tier 2 and 3 support for institutionally owned devices including faculty and staff laptops, desktops, printers, tablets, and peripherals.
• Escalate to Helpdesk and manage walk-in tickets as escalation point.
• Deploy new and upgraded computers using deployment software; maintain deployment workflows for Windows and macOS.
• Assist network admins with office deployments and IP phone configurations.
• Provide Tier 2 support for classroom technology and labs; handle high priority tickets.
• Create knowledge base articles and end-user documentation.

Connaissances

Tech support experience

Hardware repair

Windows & macOS support

Formation

Technical trade degree or equivalent

Bachelor’s degree in related field

Outils

Microsoft Endpoint Manager

Jamf

Active Directory/Azure

Description du poste

Agence PROvidence is seeking a skilled IT support technician to provide Tier 2/3 assistance for faculty, staff, and classroom technology. The role involves deploying new devices, supporting Windows and macOS, and coordinating with network admins on deployments and IP phone setups.

You will work with endpoint management tools, support encrypted devices, and maintain desk-side and lab environments. A technical trade degree or equivalent is required, with a Bachelor’s preferred.