IT Support Specialist

Notre Dame Preparatory School, a Catholic college prep school for girls located in Towson, Maryland, is seeking a candidate for the position of IT Support Specialist. This 12-month position reports to the Assistant Director of Technology and is responsible for managing the daily Help Desk operations. The IT Support Specialist’s primary function is to support the technologies used in NDP’s Strategic Plan for teaching, learning, leading and working in the 21st century.

The IT Support Specialist reports to the Assistant Director of Technology of Notre Dame Preparatory School and is responsible for customer service support to the Students, Faculty and Staff including all laptops, desktops, tablets, classroom technologies, and various software applications.

Duties include, but are not limited to:

Management:

1. Manage full-time or part-time Help Desk Technician personnel including scheduling, coverage, technical training and problem-solving techniques and ticket escalation. Consult on the development of performance evaluations for Help Desk Technicians, which are performed by the Assistant Director of Technology.

2. Serve as team leader of the Help Desk, providing leadership while projecting a positive attitude and ensuring a customer-centered, efficient and friendly support environment.

3. Monitor Help Desk ticket tracking system to ensure that assistance is provided and tickets are resolved in a timely and efficient manner.

4. Monitor and advise Student Technology Advisors during their technical support service hours.

5. Maintain and centralize instructional materials and documentation enabling Help Desk Technicians to identify and resolve problems in an expedient manner.

6. Prioritize and independently manage time and deadlines on multiple projects simultaneously. Provide instruction and delegate tasks to Help Desk.

Support:

In addition to providing all support items detailed in the Help Desk Technician job description, the IT Support Specialist shall:

1. Support Network Administrator or Managed Network Service Provider with accounts administration (unlocking, password changes), maintaining Active Directory controls, and other system accounts, such as O365.

2. Work with Network Administrator or Managed Network Service Provider as appropriate to diagnose and resolve problems.

3. Other duties as assigned by the Assistant Director of Technology or Director of Technology.

Skills, knowledge, and ability must include:

• 3+ Years’ Experience working in a Help Desk environment, CompTIA A+ or Network+ certification a plus

• Experience supporting Microsoft Windows, Apple OS X, Office, Active Directory

• Experience troubleshooting basic network, software, and printing problems

• Experience with computer repair and hardware replacement

• Strong customer service and organizational skills with high attention to detail

• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction

• Ability to communicate effectively, both orally and in writing, in a respectful manner

• Ability to analyze problems and repair hardware with a knowledge of basic software configurations

• Ability to work within a team or independently

• Ability to interact with individuals at all organizational levels

• Dependable, reliable, responsible contributor committed to excellence and success

Physical Requirements and Work Environment:

• Lift up to 20 lb. of computer and A/V equipment

• Crawl under or around furniture to repair/install equipment

• Climb ladders to troubleshoot, repair/install A/V and networking equipment

Interested candidates should send an electronic application that contains a brief cover letter, resume and the names and contact information of three to five references to henrym@notredameprep.com.