Support Specialist

Position Type:
Technology/Support Specialist

Date Posted:
3/25/2025

Location:
Loyola Academy

Support Specialist

Full Time, 12 month, Institutional, Staff position

Reports To: Chief information Officer (CIO), Information Technology

Position Overview:

Loyola Academy is seeking a highly skilled Support Specialist with expertise in Apple / mobile device management, JAMF MDM administration, or general MDM proficiency. The primary responsibility of this role is to manage and support our one-to-one iPad program.

This individual will provide frontline technical support for students, faculty, and staff, ensuring the seamless deployment, management, and security of Apple devices across the institution. This role requires working in a fast-paced, team-focused environment while upholding Loyola Academy's technology mission. Candidates must demonstrate a strong willingness to grow professionally and contribute meaningfully to the school's culture.

Additionally, this role includes handling helpdesk support requests, troubleshooting hardware/software issues, and collaborating with the IT team to enhance technology operations

Key Responsibilities:

Apple Device Management & JAMF MDM Administration:

• Configure, deploy, and manage macOS, iOS, and iPadOS devices using Jamf Pro.
• Maintain Apple School Manager (ASM) integrations with MDM.
• Develop, test, and deploy configuration profiles, scripts, and policies to enforce security compliance.

• Automate device provisioning workflows using JAMF, Apple Device enrollment Program (DEP).

• Provide guidance on Apple software updates, security patches, and application management.
• Troubleshoot MDM-related issues and optimize device performance.
• Research and implement best practices for device security, compliance, and asset management.
• Configure and manage Content Caching Server for iPads and MDM to improve app and update distribution efficiency.
• Manage AppleCare+ support cases, warranty claims, and repairs for Apple devices.

General MDM & IT Support:

• Manage device inventory tracking, asset tagging, and end-of-life planning.
• Provide technical guidance for new technology implementations and security policies.

Helpdesk & Technical Support:

• Act as Tier 1/2 support for faculty, staff, and student technology issues.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Support user account management, email configurations, and software troubleshooting.
• Collaborate with IT colleagues on IT requests.
• Train end users on best practices for Apple device usage and security.
• Assist in new employee onboarding and technology setup.

Additional Responsibilities:

• Assist in IT projects, infrastructure upgrades, and security initiatives.
• Maintain documentation for configurations, policies, and troubleshooting guides.

Qualifications & Skills:

Required:

• Bachelor's degree or equivalent experience in technology or a related field.
• 3+ years of experience in Apple device support & MDM administration (Jamf Pro preferred).
• Strong knowledge of macOS, iOS/iPadOS, and the Apple ecosystem.
• Proficiency in deploying, managing, and troubleshooting iPads, laptops, desktops, printers, and basic networking issues.
• Proficiency with Google Workspace (G-Suite) and Microsoft Office.
• Experience with Apple School Manager (ASM) and Automated Device Enrollment (ADE).
• Familiarity with network troubleshooting (Wi-Fi, LAN, DHCP, DNS, etc.).
• Strong troubleshooting skills for hardware/software issues and security compliance.
• Ability to prioritize and manage multiple support requests efficiently.
• Excellent customer service, communication, and teamwork skills

Preferred:

• Certifications: JAMF cert 200, Apple Certified Support Professional (ACSP), Apple Certified Mac Technician (ACMT).

• Experience managing Apple Content Caching Servers for optimizing iOS and iPadOS app and update distribution.


• Familiarity with Blackbaud EMS, SIS, and LMS is helpful.

Salary Range: $52,000 - $55,000