IT Technician

## Description

# Position Summary

Wiley College is seeking a skilled and dependable IT Technician to join our Information Technology team. In this mid-level role, you will be the primary hands-on support resource for faculty, staff, and students, with a focus on desktop/endpoint support and Apple device management using Jamf Pro. You will work closely with the IT Administrator to maintain a reliable and secure computing environment across campus.

# Key Responsibilities

## Desktop & Endpoint Support

• Provide Tier 1 and Tier 2 technical support for Windows and macOS workstations, laptops, and peripherals
• Image, deploy, and maintain faculty and staff devices using standardized configurations
• Troubleshoot hardware and software issues, escalating complex problems to the IT Administrator as needed
• Manage help desk tickets in SolarWinds Service Desk, ensuring timely resolution and accurate documentation
• Support Microsoft 365 applications including Outlook, Teams, and OneDrive

## Mac Management (Jamf Pro)

• Manage the college's fleet of Apple devices (iMacs, MacBooks) using Jamf Pro MDM
• Enroll, configure, and deploy macOS devices with appropriate policies and profiles
• Package and deploy software through Jamf Self Service
• Troubleshoot Jamf enrollment issues, extension attributes, and smart group logic
• Assist with Active Directory binding and Kerberos SSO extension configuration for macOS

## User Support & Account Management

• Create and manage user accounts in Active Directory and Microsoft 365
• Assist users with Exchange and Google Workspace email setup across desktop and mobile devices
• Support onboarding and offboarding processes including account provisioning and device setup
• Respond to and resolve IT support requests submitted through the SolarWinds Service Desk portal

## General IT Operations

• Maintain an accurate inventory of hardware, software licenses, and IT assets
• Assist with network connectivity issues including wireless troubleshooting at the user level
• Support AV equipment setup for classrooms, conference rooms, and campus events
• Document procedures, configurations, and resolutions in the IT knowledge base
• Participate in departmental projects and initiatives as assigned

# Work Environment & Physical Requirements

This is a full-time, on-site position based at Wiley College's campus in Marshall, Texas. The IT Technician must be available during standard business hours (Monday–Friday) and may occasionally be required to support after-hours events, system maintenance windows, or urgent issues. The role involves regular physical activity including moving, setting up, and transporting computer equipment.

*Wiley College is an Equal Opportunity Employer and encourages applications from all qualified individuals regardless of race, color, religion, sex, national origin, disability, or veteran status.*

## Qualifications

## Required

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field — OR equivalent work experience
• 2+ years of hands-on IT support experience in a professional or higher education environment
• Demonstrated experience supporting both Windows 10/11 and macOS environments
• Working knowledge of Active Directory user and computer management
• Familiarity with Microsoft 365 administration and troubleshooting
• Strong customer service orientation with excellent verbal and written communication skills
• Ability to work independently and manage multiple priorities in a fast-paced environment

## Preferred

• Experience with Jamf Pro or another Apple MDM solution
• CompTIA A+, Network+, or Apple Certified Support Professional (ACSP) certification
• Experience with help desk ticketing systems (SolarWinds Service Desk preferred)
• Familiarity with Exchange 2019 or Google Workspace administration
• Experience in a higher education or institutional IT environment
• Knowledge of basic networking concepts (DNS, DHCP, VPN, wireless)