Senior Technical Support Analyst

Senior Technical Support Analyst

The Senior Technical Support Analyst serves as a key member of the Information Technology team, providing exceptional technical support while helping maintain MPCS's technology infrastructure. This role acts as the primary escalation point for complex technical issues, mentors junior support staff, and assists with the administration of Microsoft 365, Windows Server, Apple, and networking technologies.

This position is ideal for someone who enjoys solving challenging technical problems, serving others with excellence, and using technology to support the mission of Christian education. The successful candidate is both technically capable and people-focused—someone who enjoys building relationships, teaching others, and continuously learning new technologies.

In addition to strong leadership, technical experience, and customer service skills, we are seeking someone who is approachable, outgoing, and able to build positive relationships with staff and students of all ages. We value individuals who enjoy collaborating with others and contributing to a supportive, family-oriented environment.

The MPCS IT team is made up of individuals with a wide variety of backgrounds, personalities, hobbies, and interests. While we're all different, we share a few common goals:

• To honor and glorify Christ through the way we serve others.
• To provide reliable, innovative technology to benefit our students, faculty, and staff.
• To make a positive and meaningful impact on Mt. Paran's community each day.
• To support one another, continue learning, and enjoy coming to work.
• To be authentic, bring our unique strengths to the team, and have fun along the way.

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field required. In lieu of a degree, four (4) years of relevant enterprise IT experience may be considered.
• Minimum of 3–5 years of progressively responsible IT support or systems administration experience.
• Experience supporting users in a Microsoft Windows and Apple environment.
• Experience working in an enterprise or educational technology environment preferred.

Preferred Certifications

• Microsoft
• CompTIA (A+, Network+, Security+)
• ITIL
• Apple/JAMF
• Azure or Microsoft 365 certifications

Technical Knowledge

The ideal candidate should possess experience or working knowledge of:

Microsoft Technologies

• Microsoft 365 Administration
• Microsoft Entra ID (Azure Active Directory)
• Hybrid Active Directory environments
• Group Policy Management
• Exchange Admin Center
• Microsoft Intune (preferred)
• Windows Server administration
• PowerShell (preferred)

Apple Management

• macOS support
• JAMF administration and device management

Networking

• TCP/IP fundamentals
• DHCP
• DNS
• VLANs
• Basic routing and switching concepts
• Wireless networking fundamentals

General Endpoint Support

• Windows 10/11 (primarily Surface devices)
• macOS
• Microsoft Office
• Printers
• Interactive classroom technologies
• Mobile devices
• Audio/visual classroom equipment (experience with ViVi would be a plus)

Professional Skills

• Demonstrate excellent troubleshooting and analytical skills.
• Manage multiple priorities in a fast-paced environment.
• Communicate technical information clearly to both technical and non-technical users.
• Provide outstanding customer service while maintaining professionalism and patience.
• Work independently while also collaborating effectively with teammates.
• Learn new technologies quickly and apply them effectively.
• Maintain strict confidentiality regarding user accounts, passwords, and sensitive information.
• Exhibit strong organizational and documentation skills.

This position serves as the senior escalation point for Tier 1 technical support staff.

Responsibilities include:

• Modeling professionalism, teamwork and exceptional customer service.
• Escalation and resolution of complex desktop, network, and infrastructure issues.
• Assisting with onboarding and technical development of new IT staff.
• Helping establish and improve support processes and documentation.
• Providing technical guidance during projects and deployments.
• Mentoring and training Tier 1 technicians.

Requirements

• Minister to students with compassion and sincerity, encouraging their continued growth in Christ.
• View employment at MPCS as a calling and faithfully serve as a minister of the Gospel of Jesus Christ.
• Model Christ-like character through words, actions, and relationships.
• Serve teachers, staff, students, and families with humility, professionalism, and excellence.
• Provide advanced technical support for Windows, macOS, Microsoft 365, classroom technology, printers, wireless connectivity, and other instructional technologies.
• Troubleshoot and resolve Tier 1 and 2 support requests. Escalate all other requests as necessary.
• Assist with administration of Microsoft 365, Exchange Online, Entra ID, Hybrid Active Directory, Group Policy, Windows Server, and other enterprise systems.
• Create, modify, disable, and remove user accounts while maintaining appropriate security and access controls.
• Assist with management of endpoint devices using tools such as Intune, NinjaOne, JAMF or similar endpoint management platforms.
• Support network services including DHCP, DNS, TCP/IP, VLAN connectivity, wireless networking, and related infrastructure.
• Maintain accurate documentation within the IT service management system.
• Research emerging technologies and recommend improvements that enhance teaching, learning, or operational efficiencies.
• Assist with planning, implementation, deployment, and support of technology projects.
• Develop and deliver technical training for faculty, staff, and junior IT personnel.
• Create and maintain user documentation, knowledge base articles, and technical procedures.
• Assist the Director of Information Technology in improving support operations and technology services.
• Maintain software licensing compliance and documentation.
• Support school events, such as Open Houses or other activities requiring technology assistance.
• Perform other duties as assigned.

Physical Requirements

• Lift equipment and boxes up to 25 pounds.
• Ability to move throughout campus as needed.
• Ability to sit or stand for extended periods.
• Excellent cognitive, visual, and hearing abilities.
• Complying with all policies and conditions as stated in employee agreement and handbook.
• Other duties as assigned.