Help Desk and User Support Specialist

St. Catherine's School is an Episcopal day school in Richmond, Virginia, founded in 1890 enrolling 946 girls age 3 through grade 12. Located on a 16-acre campus in the western part of the city, St. Catherine's core values include pursuing academic excellence, developing character, nurturing spiritual growth, celebrating individuals, and building community. St. Catherine's School provides a rigorous education that prepares girls with diverse perspectives for a lifetime of learning, leadership, and service in a global community.

POSITION OVERVIEW

St. Catherine's School seeks a Help Desk and User Support Specialist to begin work as soon as possible. A successful candidate should be customer focused, and have the energy to relate well to students, parents, faculty and staff, have strong interpersonal and communication skills, and proven adaptability to emerging technologies. Additionally, the successful candidate will have a passion for working with all computers, with a proclivity towards Apple devices.

Supervisor:     Reports to the Director of Information Systems

Supervisory Responsibilities:  N/A

Position Status:  Salaried, non-exempt full-time

Hours of Work:  Standard work week. 

 Note:  This position description has been designed to indicate the general nature and level of work to be performed by employees within this classification.  This position description should not be interpreted as a comprehensive inventory of all duties and responsibilities required or assigned to an employee in this position.  Nothing contained in this position description restricts St. Catherine’s School’s right to assign or reassign duties and responsibilities to this position at any time.

 ESSENTIAL RESPONSIBILITIES

Help Desk & Systems Management:

• Serve as the primary point-of-contact for students, faculty and staff with questions or issues related to their school-issued laptops and tablets.
• Respond to queries via chat, email, phone or remote virtual session.
• Facilitate issue resolution of laptops, either by implementing the solution or involving Apple support for more complex issues.
• Manage administrative settings and operating system updates on devices.
• Responds to and manages help desk tickets while troubleshooting issues to completion.
• Follow up with constituents to ensure full resolution of issues.
• Troubleshoot technical issues related to in-room A/V equipment.
• Set up and run A/V equipment, including microphones, speakers and a mixer for small campus events.
• Diagnose system errors and related issues.
• Resolve minor network issues related to device connectivity.

Facilitate 1:1 Laptop Program:

• Manage laptops rotations for students, faculty and staff and report the numbers of new devices that should be ordered each year.
• Train students, parents, faculty and staff on care and usage of laptops.
• Install and maintain application software used on school-issued laptops.
• Manage administrative settings and operating system updates on devices.

Other Duties:

• Interacts with members of both the Network Administration and Innovation & Educational Technology teams to troubleshoot and resolve technical issues.
• Performs any other related duties as assigned by the Director of Information Systems or other appropriate administrators.

REQUIREMENTS/QUALIFICATIONS

• Possess an Associate’s degree or higher in a technology related field and/or a combination of education and experience that would provide the noted knowledge, skills and abilities.
• Ability to train faculty and staff on how to use the technology with which they have been provided.
• A working knowledge of Google Workspace (all related applications) and mobile device management software.