IT Support Analyst

ROLE SUMMARY

The IT Support Analyst is responsible for supporting the user community and maintaining the efficient operation of their hardware, software and networking.

RESPONSIBILITES

Manage Apple Computer Configurations

• Manage the applications and system configurations of OSX and iOS equipment
• Manage imaging and deployment of Apple equipment
• Use Valor’s enterprise device management software (JSS) to provide remote desktop support and maintain uniform configurations for employee devices
• Use JSS to maintain accurate records of OSX and Windows computers
• Manage an annual refresh of Apple computer equipment
• Provide leadership in identifying and implementing new technologies that will streamline school operations and improve student outcomes

Provide End User Support

• Monitor and manage the IT support ticketing system
• Provide technical assistance and resolve employee issues related to telephones, AV equipment, printers, computers and software
• Follow up with users to ensure problems were resolved successfully
• Conduct end user training on IT capabilities as needed
• Document common issues and resolutions in the Valor IT knowledge base
• Support onboarding of new employees by providing required equipment, account setup and training
• Manage termination of credentials and check-in of equipment when an employee terminates
• Check email and voicemail after hours and on weekends to be aware of any technical issues that require prompt attention
• Respond to after-hours support requests according the IT after-hours support schedule

Possess and Model a Growing Relationship with Christ

• Pursue full devotion to Christ and live a life that reflects that authenticity
• Model the fruits of the spirit in communications, relationships and daily work
• Demonstrate teachability and a willing heart for service
• Embody others-centered, servant-leadership in all interactions

Demonstrate Trustworthy Commitment to Valor Christian High School

• Accept and uphold Valor’s Statement of Faith
• Accept and abide by all affirmations in Valor’s Annual Statement of Commitment

Provide Strategic, Effective, Inspiring Team Support

• Uphold and embody Valor’s culture as set forth in the Valor Culture Document
• Model servant leadership, grace and love in all relationships and interactions
• Provide team support regarding all matters, processes and initiatives

Demonstrate a Commitment to Fulfilling Valor’s Vision and Mission

• Assume collaborative responsibility for Operating Plan Goals
• Be a ‘culture- keeper’

Demonstrate a Commitment to Growth

• Participate in Valor Team meetings and weekly meetings with Supervisor
• Demonstrate teachability and receptive to feedback
• Pursue professional/personal/spiritual growth and development
• Participate in the broader ministry of Valor by contributing of time, talent and treasure beyond assigned role responsibilities

Serve Wholeheartedly as an Exceptional Teammate

• Demonstrate loyalty to teammates in action and word
• Pursue and uphold relational unity with Team members
• Assist Team members to facilitate school-wide wins

RELATIONSHIPS

• Assists the System Administrator in monitoring server and network status
• Collaborate with the Education Technology Specialist to plan and implement new learning technologies
• Assist other IT support team members with their work during periods peak workload

RESULTS

• Valor’s faculty will be delighted with the reliability and capabilities of hardware and software provided to support classroom instruction.

EDUCATION, EXPERIENCE, AND REQUIRED COMPETENCIES  

Education:

• Bachelor’s degree or equivalent industry certifications and/or experience

Experience:

• Minimum of two years experience providing end-user support for Apple OS equipment
• JAMF Certified Casper Administrator (CCA) is preferred

Skills/Abilities:

• Strong troubleshooting and problem solving skills
• Ability to provide supportive and encouraging customer service
• Capability to manage multiple concurrent assignments in a fast-paced environment
• Ability to communicate clearly, verbally and in writing
• Ability to work independently and willing to do what it takes to get the job done
• Ability to conduct research and identify solutions and best price options

Technical Skills:

• Apple OSX, Windows 2012 Server and Windows 7 administration
• Expert in configuring and managing Mac hardware
• Experience using JAMF-Casper to administer MacBook computers
• Ability to create BASH scripts
• Security configuration and issue management
• Networking, DNS, DHCP and TCP/IP configuration experience
• Wireless technology support
• Working knowledge of email configuration (POP3, IMAP)

POSITION TYPE: Salary, C – Year-round
HOURS PER WEEK: Full-time
SUPERVISOR: IT Director