Helpdesk Support Technician

Job Summary

Reporting to the Director of Technology, the Helpdesk Support Technician is responsible for supporting end-users in the daily use of school supported hardware and software as well as performing regular lifecycle maintenance of school supported hardware and software. The applicant to fill this role will possess the ability to apply past learnings to new problems while troubleshooting and while focusing on delivering exceptional customer service. This is an in-person position, with working hours from 8 am to 4 pm Monday-Friday.

Duties and Responsibilities

• Monitor the helpdesk and respond to requests for support

• Troubleshoot and repair Apple Mac and iOS devices for faculty and students

• Troubleshoot and repair a small number of windows devices for administration and staff.

• Support AV in classrooms

• Train users in best practices

• Maintain and patch school owned devices

• Deploy new devices and retire old devices

• Utilize JAMF to support and maintain Apple devices

• Assist the Director of Technology with technical initiatives and projects

• Maintain inventory of consumables

• Other duties as directed by the Director of Technology

Other Responsibilities

• Participate in other school activities including (but not limited to) covering lunch duty periodically, working with a “buddy” class, participating in school-wide training and planning, and professional development

Certificates/Related Work Experience

• REQUIRED: 4+ years’ experience in desktop support role; excellent communication and soft skills, must be able to troubleshoot hardware and software issues and quickly assess and resolve issues; must be able to interface with all levels of employees

• REQUIRED: 5 years field experience with Apple MacOS

• PREFERRED: 2-4 years field experience with Microsoft technologies

• PREFERRED: ACMT (Apple Certified Mac Technician), CCA (Casper Certified Administrator), MCTS (Microsoft Certified Technology Specialist) and/or MCITP (Microsoft Certified IT Professional, and/or MCDST (Microsoft Certified Desktop Support Technician), A+ Certification, MCSE 2000 or greater and college degree preferred

• 4+ years’ experience customer service role with daily client/customer interactions.

• Experience supporting a Mac environment including MacOS and iOS devices

• Experience with remote access solutions such as Cisco Webex and Zoom.

• Experience creating documentation.

• Experience with Microsoft O365 suite.

• Preferable but not required, supporting a Microsoft pc environment including back-end systems

• Preferable but not required; experience with Microsoft Active Directory managing user accounts and groups.

General Requirements

• Passing periodic background checks, FBI background check and, at the discretion of the school, drug and alcohol screening

• Excellent interpersonal and communication skills

• Strong writing and editing skills; ability to write and format professional correspondence memos, and support documentation

• Mature judgment and discretion; ability to maintain confidentiality and composure under pressure

• Consistent and prompt attendance

• Compliance with the provisions of the Beauvoir Faculty & Staff Handbook  

Working Conditions (schedule, Physical Demands, And Work Environment):

• The position is a full-time, in-person position

• The position requires prolonged sitting, standing, walking, climbing stairs, reaching, twisting, turning, kneeling, bending and stooping in the performance of daily activities

• The position requires grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard

• The position requires near and far vision for reading and preparing written reports and other documents

• Acute hearing is also required when providing phone assistance

• The need to lift, drag, push and pull files, reports and other materials weighing up to 25 pounds is required 

Beauvoir, the National Cathedral Elementary School is an equal opportunity employer and makes employment decisions based on merit.  School policy prohibits unlawful discrimination based on age, color, creed, disability, gender, marital status, national origin or ancestry, race, religion, registered domestic partner status, sexual orientation, physical or mental disability, a medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local law.