Assistant Director of Technology

Description:

The Episcopal School of Dallas prepares young men and women for lives of intellectual discovery, integrity, and purpose. Built upon our Founding Tenets of religio, daily worship; eruditio, scholarship; and disciplina, training within a community of learners, ESD continues to direct its mission to ignite a life of purpose in each student through the development of an educated conscience.

Founded in 1974 by The Reverend Stephen B. Swann with eight seventh-grade students, today ESD educates and inspires 1,150 students in grades beginner (age 3) through grade 12. ESD is located in Dallas, a modern metropolis of North Texas, and a commercial and cultural hub in the region.

At the heart of ESD are talented and compassionate faculty and staff who are the backbone of our institution and paramount to the school’s success. They adeptly balance rigorous, college preparatory coursework with understanding and nurturing of the whole child. Classes are small, with an overall student-teacher ratio of 7:1. ESD employees are lifelong learners, and the school invests nearly $500,000 in professional development annually. More than 250 serve the ESD community and all are appreciated and respected for their individual and collective contributions.

Purpose:   Working closely with the Director of Technology, ensure that ESD’s systems, network, and service desk are serving the community well.

The Assistant Director of Technology will support the management of day-to-day operations, including maintaining network stability and security and ensuring that the service desk continues to provide a high level of support to the community. In addition to managing operational activities, the Assistant Director of Technology will work with the Director of Technology to develop strategies and policies, providing guidance and direction to staff in order to achieve the department’s short and long-term goals.

Essential Functions:

Maintain, troubleshoot, and improve network services:

• Perform troubleshooting when network issues are reported.
• Work with the Technology team to resolve larger issues.
• Work with the Director of Technology to design and implement improvements to the wired and wireless networks.

Support the school’s cybersecurity initiatives:

• Primary administrator of data backups (Veeam).
• Help keep our fleets of Windows, MacOS, network devices, security cameras, and A/V devices up-to-date.
• Assist faculty and staff with multi-factor authentication, as needed.
• Review and remediate security alerts in various systems.

Systems troubleshooting:

• Become proficient in the school’s Student Information System, Veracross.
• Maintain knowledge of the school’s Active Directory and Google Workspace environments, helping troubleshoot account and other issues as they occur.
• Working knowledge of our cloud environments (vSphere and Azure) to assist in troubleshooting systems issues.

Customer service and event management:

• Provide quick and courteous support to the community, primarily via the ticketing system.
• Manage the department’s ticketing and asset management system (Freshservice).
• Ensure that tickets are assigned and closed in a timely manner.
• Create and maintain process documentation as requested.
• Be available to provide AV support for occasional after-hours and weekend events.

Assist the Director of Technology and Systems Administrator in managing the following platforms:

• Phone system.
• Laptop and mobile device management (Jamf Pro and InTune).
• Network monitor (PRTG).
• Printer and print server management (PaperCut and JetDirect).
• License management (Adobe, Microsoft, Autodesk).

Perform other duties and responsibilities as assigned. 

Abuse Risk Management Standards: 

• Adheres to policies related to boundaries with students. 
• Attends required abuse risk management training.
• Adheres to procedures related to managing high-risk activities and supervising students.
• Reports suspicious and inappropriate behaviors. 
• Follows mandated abuse reporting requirements.

Working Environment:

• Occasional moderate to heavy lifting, carrying, pushing, and/or pulling. 
• Generally, 50% sitting, 20% walking, 20% standing, and 10% kneeling. Occasional use of ladders and work at 6-12 foot heights
• Minimal temperature variations.
• Generally, a hazard-free environment. 

Requirements

• Bachelor’s degree preferred.
• 5+ years experience in a technical support role, preferably in an educational setting and a mixed platform environment.
• Excellent communication and organizational skills.
• Ability to work with individuals with a range of technological expertise courteously and professionally.
• Thorough understanding of desktop and mobile operating systems, productivity software, remote support tools, and help desk ticketing systems.
• Prior experience troubleshooting wired and wireless network issues, and experience with wireless network management platforms.
• Prior experience in systems administration. Experience with vSphere and Windows Server preferred.
• Proficiency in PowerShell or similar scripting language. Familiarity with C#, Python, or other languages preferred.
• Excellent problem-solving skills and ability to self-start projects and see them to completion.
• Ability to demonstrate patience and perseverance in a variety of stressful situations. 
• Ability to provide exemplary support service to all members of the ESD community via phone, chat, or email.