The Overlake School is an independent, coeducational, college preparatory day school located on a 75-acre campus in Redmond, Washington. The school serves 530 students grades 5-12.  Founded in 1967, the school has a reputation as one of the leading independent schools in the Northwest. Overlake believes that diversity is an integral part of its mission. The school therefore actively fosters a diverse community that contributes to its educational richness.

Help Desk Specialist

Full Time

Interested candidates are invited to apply online - please go to our website www.overlake.org  under “Employment” click “Current Openings” and follow the instructions.

General Summary:

The Overlake Help Desk Specialist will triage and route technology requests while serving as first level technical support for the Overlake community. This position will also maintain tech support ticketing systems as well as online help and documentation platforms toward helping end-users receive excellent support experiences.

Principal Duties:

• Serve as first contact for anyone in need of support from the Technology department, whether electronically or face-to-face.
• Coordinate and staff the Overlake Help Desk in its physical form in the Tech Office, as well as the online Help Desk ticketing system. This includes coordinating the ticketing request system, as well as triaging tickets and resolving where possible, and otherwise routing to the appropriate member of the technology department or third party consultant, where appropriate.
• Process equipment, check-outs, supplies and resource orders for the technology department.
• Assist in the deployment of computers and related equipment, including receipt, asset tags, labels, adding to inventory, and basic configuration.
• Provide end-user technical support throughout the organization.

Other Duties:

• Participate in the deployment, maintenance and reclamation of end-user devices and peripherals.
• Attend and participate in technology department and community meetings.
• Collaborate, brainstorm and share best practices within the department and community.
• Engage in regular professional development that supports school, department and personal goals.
• Maintain up-to-date inventory information on all hardware as well as licensing information on software and subscriptions.
• Provide basic support for campus A/V and telephone systems.
• Coordinate scheduling with third party vendors for on-site repair visits and consultations.
• Maintain and implement technology documentation website for tutorials, licensing, and information for the community.
• Provide backup support to departmental staff as required.
• Other duties as assigned.

Reporting Relationships:

• Reports to the Director of Technology

Minimum Qualifications:

• Bachelor’s degree preferred.
• Experience with technology support preferred. Interest in becoming an expert in customer service and technology are a must.
• Exemplary organizational skills and attention to detail required.
• Passion for learning and working in a learning environment with children.
• Strong “can-do” customer service attitude and proven follow-through.
• Proven leadership, communication and interpersonal skills.
• Ability to work independently and in teams.
• Knowledge of trends in technology, educational technology and customer service.
• Ability to engage and support students, faculty and staff in meaningful ways.
• Ability to take initiative to define and pursue one’s own professional development.
• Solid understanding and capable troubleshooting of all modern desktop and mobile operating systems. Ability to support and troubleshoot projection and printing issues is preferred.
• Ability to work under time pressures while maintaining a great customer service attitude.
• Ability to triage problems under high-stress situations.

Working Conditions: Daily interaction with faculty, staff, parents, vendors, trustees, and volunteers. After-hours and special events support occasionally required. Ability to lift 30 lbs., climb stairs, crawl under desks as needed to install/move computers.

Salary: Depending on experience

Benefits: Highly competitive