NEI Area IT Support Specialist

The Area IT Support Specialist maintains and supports the systems that keep our schools running, with a primary focus on managing NEI's Apple device fleet-macOS computers, iPads and Apple TVs-through the Mosyle MDM platform. This role supports the IT needs of assigned regional schools and provides responsive, professional customer support to school administration, teachers, parents, and students.

How You Will Impact Education

Instruction/Education Responsibilities

• Plan and support network and computing infrastructure alongside the NEI IT team and outsourced partners.
• Manage the assigned service zone to resolve support tickets within SLA, following organizational policies for inventory, service calls, and safety.
• Monitor support requests to determine larger-scale issues.
• Provide daily end-user support across the assigned region, including computer hardware, software installation and upgrades, backups, and networking.
• Provision, deploy, inventory and troubleshoot Macs, iPads, PC's and other technology for all users across multiple sites.
• Provide regular updates to the NEI IT Director/Manager on the operational status of school systems.
• Escalate support requests and issues to the NEI IT Escalation Team as needed.
• Maintain disaster recovery and prevention procedures.
• Maintain IT documentation, SOPs, and best-practice procedures.
• Serve as a technology liaison for schools, clients, and vendors.
• Participate in training programs to build skill and proficiency relevant to the role.
• Perform other duties as assigned by the NEI IT Director, Manager, or Escalation Team.
• Follow best-practice safety procedures.
• Stay current on technical developments and resources relevant to the role.
• Follow federal and state laws, as well as company policies., * Works across multiple school environments including classrooms, server rooms, help desk, and storage areas supporting instruction, infrastructure, and device management.

Do you have a valid Driver's License license?, Do you have experience in macOS administration?, Do you have a Bachelor's degree?, * Demonstrates enthusiasm and commitment to the role and the organization's mission, goals, and strategic priorities.

• Works effectively with staff and individuals at all levels of the organization, demonstrating sensitivity to corporate needs, employee goodwill, and public image.
• Ability to organize and manage multiple priorities.
• Reliable attendance and punctuality, with the ability to follow instructions, respond to management direction, and apply feedback to improve performance.
• Strong customer orientation.
• Excellent interpersonal skills: courteous, professional, and helpful, with the poise, tact, and diplomacy to handle sensitive and confidential situations.
• Strong oral, written, and active-listening skills, including presentations and professional phone etiquette.
• Strong team player who thrives in a high-performance environment.
• Strong track record of analyzing issues, identifying patterns, and recommending creative solutions.
• Proactive and takes initiative. Thinks creatively.
• Drives projects to completion. Insists on highest level of quality., * Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, Apple Certified Support Professional (ACSP), Apple Certified IT Professional, or Mosyle certifications, etc.
• Bachelor's degree in computer science, information systems, or an equivalent combination of education and experience.
• 2-5 years of experience supporting IT customers.
• Advanced experience resolving hardware and software issues in an enterprise environment.
• Hands-on experience administering Apple devices using MDM solutions including device enrollment, app and profile deployment, and policy management.
• Strong working knowledge of macOS, iOS/iPadOS, and tvOS, including troubleshooting, system preferences, and device-level configuration.
• Experience with Apple School Manager, including Automated Device Enrollment, Volume Purchase Program, and Managed Apple IDs.
• Experience supporting Apple devices in a K-12 or higher-education setting is strongly preferred.
• Commitment to company values.
• Valid driver's license and reliable transportation to support regionally assigned schools.
• Such alternatives to the above requirements as NEI may deem appropriate and acceptable.
• May perform other duties as assigned., * Associate (Preferred)

Experience:

• Help desk: 3 years (Preferred)

License/Certification:

• CompTIA A+ (Required)

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Employee assistance program, * Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Vision insurance