Help Desk Analyst

The Charles E. Smith Jewish Day School in Rockville, MD is seeking candidates to fill the position of Help Desk Analyst. The Help Desk Analyst is the first point of contact for faculty, staff, and students seeking assistance with technology issues and A/V set-ups. This includes the support of tablet PCs, laptops, desktop workstations, and peripherals.

Specific duties include but are not limited to the following:

Primary responsibility is user support and customer service. Be available to users requiring technical assistance via e-mail, phone, and in-person.
Secondary responsibility is to work with members of the IT department on projects such as network troubleshooting and hardware & software deployments.
Primary maintenance and repair of tablet PCs, laptops, desktops, printers, and AV equipment.
Primary support for 1:1 student laptop program (BYOD and school-owned), comprised of both Mac and Windows laptops.
Follow standard help desk operating procedures, which include tracking and resolution of all issues.
Respond to A/V requests which include setup of laptops and projectors for presentations and display.
Take responsibility for proactive fault-finding and troubleshooting of issues that could potentially lead to loss of user productivity.
Other duties as assigned by the Director of Information Technology.

General Requirements:

BA in Computer Science or a related field and 2+ years prior experience in IT. In lieu of degree, combination of directly related experience and/or education totaling four years may be considered. CompTIA A+ certification a plus.
Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others.
Good problem solving skills; ability to analyze, diagnose, and solve issues quickly and accurately, and independently research solutions
Ability to handle constantly changing flow of traffic; be able to prioritize effectively during busy times, exercise patience and professionalism during stressful situations.
As the face of the IT department, own the issues, escalate when necessary and follow up to ensure maximum user productivity.
Ability to translate technical terms into non-technical language.
Ability to occasionally lift up to 50 lbs. of equipment in addition to dexterity in use of the fingers to assemble/disassemble small computer components.
Have an excellent working knowledge of Windows desktop and server operating systems and common applications such as Microsoft Office and Google Apps.
Previous experience in a school environment would be an advantage.
Experience with one or more of the following systems would be an advantage:
Microsoft System Center Configuration Manager
Microsoft Exchange/Exchange Online
PowerSchool

Or

Submit letter of interest, resume and salary requirements via fax 240-747-9231. Reference Job Code: TH300.

The Charles E. Smith Jewish Day School is an equal opportunity employer. We evaluate all applicants without unlawful consideration of race, color, age, religion, gender, marital status, disability, veteran status or any other characteristic protected by applicable law.