Help Desk Technician

Collegiate School seeks a Help Desk Technician to work in the School’s Technology Office. The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Help Desk Technician will also provide support for the school’s audio-visual systems and other classroom technology.  This is a 12-month, 40 hour per week, non-exempt position that reports to the Director of Information Technology.

General responsibilities include:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

• Manage help desk loaner pool, including laptops, cables, adapters, etc.

• Troubleshoot and repair classroom projectors, sound, cables, wall plates, DVD players, etc.

• Use remote desktop to assist users with problems and to remotely update software

• Support onboarding of new employees

• Receiving, cleaning, and deploying computer equipment during the summer.

• Replace and repair UPS systems in network closets.

Successful candidates will possess the following qualifications and competencies:

• High school diploma or higher and two to three years equivalent work experience.

• Certifications in Apple, Windows, or Comptia A+ preferred but not required.

• Knowledge of basic computer hardware, including desktop computers, laptop computers, cell phones, and tablets.

• Experience with desktop operating systems, including Mac OS and Windows

• Extensive application support experience with web browser, office applications, and Google suite.

• Good understanding of the organization’s goals and objectives.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Strong documentation skills.

• Experience in and commitment to the ongoing development and maintenance of an inclusive campus community

• Ability to project a warm friendly attitude and calmly interact with end users who may be frustrated or upset.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

About Collegiate School

Collegiate School is an independent, JK-12 college preparatory, coeducational school with over 1,600 students in Richmond, VA. We seek professionals to uphold and advance our mission to create a diverse and inclusive community of learners committed to a challenging and supportive educational experience that will foster the intellectual, moral, emotional and physical development of each student. With our core values of honor, love of learning, excellence, respect and community, we develop minds that seek and hearts that serve. Our exceptional faculty and staff not only deliver preeminent programs but prepare the next generation of inquisitive thinkers, responsible citizens and compassionate leaders. The School is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, gender (including pregnancy), age, religion, national origin, ancestry, sexual orientation, disability, veteran or military status, marital status, genetic information, or any other status protected by applicable law. Employment decisions at the School are based on merit, qualifications and skills.