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IT Technician

Wiley University
Marshall, TX

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Job Details

Full-time

Qualifications

IT user and group management
Windows
Productivity software support
Desktop (troubleshooting support)
macOS administration
macOS
Identity and access management (IAM) solutions
IT department experience

Full Job 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.

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)

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