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.

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)