Help Desk Support Technician

Job Title: Help Desk Support Technician

Status: Regular, Full-Time

Work Year: 12 Months

Classification: Non-Exempt

Supervisor: Director of Technology   

Department: Technology   

Summary: The Helpdesk Support Technician serves as the primary technical support contact for students and teachers in Flintridge Sacred Heart’s Mac-based 1:1 laptop program.  This person will run the high school help desk, providing support for users’ computer problems including software issues, network connectivity, printing problems, email issues, usage, etc. He or she will and will perform laptop repairs on-site when possible and manage the processing of off-site repairs.  This person is a key facilitator of the academy’s 1:1 laptop program, ensuring that no student or teacher is without the use of their laptop for any extended period.  

Commitment to Diversity and Inclusion: Diversity is a vital element of Flintridge Sacred Heart Academy’s mission to educate young women for a life of faith, integrity and truth. At Flintridge Sacred Heart, we seek to create and sustain a vibrant, inclusive community and we value and appreciate the uniqueness contained within each person so as to honor the diversity of God’s creation.

Essential Job Functions:

• Offer friendly and efficient technical support to our students, teachers and staff members.

• Install, maintain, repair, configure, and refresh hardware and software to established standards on our fleet of up to 500 student, faculty, staff, and loaner computer systems using the Mosyle mobile device management system and other tools.

• Assist and train users in the operation of computers and common applications such as word processing, email, web browsers, productivity and creative software titles.  Setup and support classroom monitoring tools such as ARD. 

• Provide educational technology support, integration advice, and training to students and teachers

• Troubleshoot day-to-day student and faculty computer problems.

• Perform computer repairs when necessary, using Apple’s GSX system for parts ordering and process management.

• Provide academic technology support for teacher and student computer hardware and software throughout the school, working with vendors when necessary and managing support tickets.

• Provide technology support for teacher and student computer hardware and software throughout the school, working with vendors when necessary and managing support tickets.

• Periodically monitor student laptop use for appropriate behaviors.

• Document and follow up on student infractions to the school’s tech policies, including emailing and calling parents or attending student meetings.

• Assist with new teacher tech training and new student orientation instruction.

• Remain informed on current tech management best practices and trends via ongoing training and attending workshops, seminars, or conferences, and reviewing published information.

• Work with the student Tech Team under the direction of the Director of Technology to provide instruction and training.

• Lead periodic workshops, lessons and training on technology-related topics for students and employees.

• Assist Director of Technology, Network Administrator/IT Specialist, and Director of Academic Technology as needed.

• Participate on committees as assigned.

• Other duties, as assigned.

Skills, Knowledge, and Abilities:

• College degree preferred

• 2+ years of experience supporting Macintosh hardware and software

• Demonstrated knowledge of Macintosh OS X operating system administration

• Experience managing a fleet of devices using tools such as Mosyle MDM or similar mobile device management solution, DeployStudio, Apple Profile Manager, Munki, Apple Remote Desktop, scripting, etc.

• Experience with Google Workspace Apps and Microsoft Office products

• High level of integrity, responsibility, professionalism, patience, and attention to detail

• Strong customer service, problem-solving, and organizational skills 

• Excellent verbal and written communication skills 

• Ability to assist computer users who have wide-ranging technology skill levels.

• Demonstrated ability to interface cooperatively, courteously, and professionally with students, teachers, and co-workers.

• Demonstrated ability to work independently, anticipate workload, set priorities, and complete work on a timely basis

• Apple Certified Macintosh Technician (ACMT) or progress toward this certification preferred

• Ability to offer basic Windows support preferred

• Experience working with a wide variety of academic technologies including integration and training preferred

• Experience with Blackbaud’s “On Suite” preferred.  

• Google Apps level 1 and 2 and/or Google trainer certification preferred

Physical and Environmental Conditions:

• Must be able to sit, stand, walk, run, observe and monitor 

• Able to push, pull, reach, bend and/or lift up to 50 pounds. 

• Simultaneous/repetitive use of both hands is required for writing and data entry.

• Sight, hearing and speech required to communicate effectively.

• Have mobility skills necessary to access a variety of work locations.

•  

Flintridge Sacred Heart Academy 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.