Senior Support Technician

Senior Technician

The Senior Technician provides advanced technical support for all end-user devices, including desktops, laptops, tablets, peripherals, and classroom technologies, across a school district. This position ensures timely resolution of IT issues, leads device rollouts, mentors junior technicians, and supports key technology initiatives that enhance teaching and learning.

Responsibilities

• Provide Tier 2 support for desktops, laptops, mobile devices, and peripheral equipment.
• Troubleshoot complex hardware, software, and connectivity issues in a timely and professional manner.
• Install, configure, and maintain end-user devices across multiple school sites.
• Manage endpoint devices using MDM tools such as Jamf, Intune, or Google Admin Console.
• Deploy and maintain images and software using tools like SCCM, MDT, or similar.
• Maintain inventory records, asset tags, and ensure devices are properly tracked and secured.
• Provide on-site and remote support to teachers, staff, and students.
• Create and deliver training or documentation for end users.
• Assist with onboarding new staff and configuring their devices and access.
• Perform basic network troubleshooting (Wi-Fi, VLANs, IP addressing).
• Support integration with directory services such as Active Directory and Google Workspace.
• Collaborate with the Systems Administrator and Network Engineer for escalated support issues.
• Perform other job-related duties as assigned.

Qualifications

• Associate's degree or higher in Information Technology or related field (or equivalent experience).
• 3–5 years of progressively responsible experience in desktop support, preferably in a K–12 or public sector environment.
• Strong working knowledge of:
  • Windows 10/11, macOS, and Chrome OS
  • MDM solutions and imaging tools
  • Common educational platforms (Google Workspace, Microsoft 365, LMS tools)
• Certifications such as CompTIA A+, Network+, Microsoft Certified, or Google IT Support.

Measurements

• Client contract renewal / Customer Satisfaction rating.
• Technical Certifications
• 230 days/billable/year (fulfillment of contract)
• Regularly scheduled account updates to Manager.