IT Support Technician

Germantown Academy, located in Fort Washington, Pennsylvania, is seeking qualified, experienced candidates for the position of IT Support Technician, beginning as soon as possible. This is a full-time position.  The Academy, founded in 1759, is a non-sectarian, coeducational, college preparatory school of more than 1,100 students in Grades PK-12, located in the northwest suburbs of Philadelphia on a campus of 126 acres. At Germantown Academy, we are committed to creating a learning environment that is as diverse as the broader, global world of which we are a part.  We value this diversity because it makes us a stronger community, enriches our thinking and helps us to develop our collaborative spirit.

Candidates must exhibit an appreciation of, sensitivity to, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological and ethnic backgrounds. Qualified applicants will meet the following criteria:

Position Purpose: 
The IT Support Technician's role is to provide Tier I support to end-users, maintain and support campus devices (e.g., workstations, laptops, tablets, printers, phones, etc.), and assist students and faculty with utilizing technology. The IT Support Technician will also troubleshoot, research, document, track, monitor, and resolve technical problems (in person, by telephone, or by e-mail) in a timely and accurate fashion.

Help Desk Support:

• Assists faculty and students on a variety hardware and software issues 

• Responds to telephone calls, email and user requests for technical support

• Documents, tracks and monitors technical issue to ensure a timely resolution

• Completes help desk tickets as assigned

• Closes assigned tickets in the tracking system within one business day of completion

Hardware/Software Support:

• Assists in all assigned technology projects

• Installs and configures school applications on computers, laptops, tablets, mobile devices as required

• Provides setup and configuration of computing peripherals such as printers, monitors, interactive smart boards, mice, special keyboards and other equipment necessary.

• Troubleshoots computer and peripheral issues and provides hardware replacement, cleaning or repair as needed

• Maintains compliance with software/hardware licensing and inventory

• Performs hands-on fixes at the desktop level including installing and upgrading software and configurations of systems and applications

Audio/Visual Support:

• Sets up equipment for presentations and live broadcasts for school-wide events according to procedures established by the technology department

• Supports interactive boards as well as standard LCD projectors

• Supports wireless projection system

Qualifications:

• Bachelor’s degree in a related field 

• Two years of experience in the field or in a related area 

• Ability to prioritize and schedule work duties in an efficient manner

• High level of integrity and confidentiality

• Strong diplomacy; ability to effectively interact with a broad spectrum of people

• Strong organizational skills and excellent verbal and written communication skills

• Demonstrated proficiency in Mac and PC configuration, maintenance and troubleshooting

• Basic understanding of DHCP, DNS, TCP/IP and internet connectivity

• Functional knowledge of the following: Windows XP, 7, 8, 10, Apple Hardware, MAC OS and iOS, Web Browsers I.E., Chrome, Firefox and Safari, Microsoft Office 365 and Google Suite

• Some physical work required such as moving hardware 

• Must be able to lift 30 lbs.