Technology Support Specialist

Performs moderately complex (journey-level) technical support work on computer systems, mobile devices, and campus technology. Work involves providing first-line technical assistance for hardware and software issues, deploying and maintaining Apple/Windows devices, managing end-user accounts, and supporting technology across classrooms, offices, and residential dorms. Works under general supervision, with moderate latitude for the use of initiative and independent judgment., * Technical Support & Helpdesk: Provides direct customer service and technical support for staff and students regarding hardware, software, Windows, macOS, and iOS operating systems, and network connectivity. Responds to, logs, and resolves helpdesk tickets in a timely manner.

• Device Deployment & Management: Assists with the setup, imaging, configuration, and deployment of desktop computers, laptops, iPads, and mobile devices using Mobile Device Management (MDM) tools (e.g., Jamf).
• Campus Technology Support: Configures and supports technology across classrooms, offices, and residential dorms-including computer labs, interactive displays, telecommunication equipment (Video Phones [VP] or VOIP phones), and learning/office software applications.
• Hardware & Software Maintenance: Installs, tests, maintains, moves, and upgrades hardware, software, peripherals, and network cabling. Troubleshoots hardware failures and operating system errors.
• User & Account Administration: Manages standard user account administration (e.g., password resets, account provisioning, drive mapping) across agency platforms including Google Workspace and directory services.
• Inventory & Security Controls: Maintains accurate records of equipment deployment, hardware/software inventory, and daily service tickets while adhering to agency security protocols.
• Performs related work as assigned.

This document in no way states or implies that these are the only duties to be performed by the employee occupying the position.

1. Bachelor’s degree from an accredited college or university in computer science, computer information systems, management information systems, information technology or a related field.
2. One year of professional work experience supporting technology.
3. Hands-on experience supporting Apple (macOS/iOS) and Windows operating systems in a work or educational environment.
4. Sign Language: The applicant does not need to have sign language skills at hire but will be required to participate in sign language classes offered at TSD until reaching a level of INTERMEDIATE as evaluated on the Signed Language Proficiency Interview (SLPI)., 1. Technical support experience within an educational (K-12 or higher ed) setting.
5. Knowledge and work experience with Apple technology.
6. Experience using Mobile Device Management (MDM) software (e.g., Jamf Pro/School) for Apple device configuration and deployment.
7. Familiarity with endpoint security and antivirus applications (e.g., Sophos, Jamf Protect) in an enterprise or educational network.
8. Proficient sign language communication skills.

Knowledge, Skills and Abilities/Attributes

1. Technical Knowledge: Working knowledge of Apple (macOS, iOS) and Microsoft Windows operating systems, basic networking concepts (DNS, DHCP, Wi-Fi), and end-user software applications.
2. Problem Solving: Skill in identifying, diagnosing, and resolving technical problems efficiently.
3. Communication: Ability to communicate clearly and professionally with colleagues, students, families, and administrators.
4. Organization & Reliability: Ability to prioritize helpdesk tickets, manage time effectively, follow administrative directions, and maintain detailed documentation.
5. Interpersonal Skills: Ability to maintain confidentiality, work collaboratively in a team environment, and adapt to evolving technology needs.