Service Desk Specialist

Northfield Mount Hermon seeks creative applicants with a commitment to supporting a diverse community of technology users to join our team as Service Desk Specialist.

Reporting to the Director of Information Technology, the Service Desk Specialist serves as the primary public face for NMH campus-wide technical support. This position collaborates with campus partners to promote and support the effective use of technology across the School. Responsibilities include overseeing the IT Service Management (ITSM) system including knowledge base, service catalog, client portal and ticketing applications. The incumbent will feel comfortable providing assistance on a wide variety of software applications to students, parents, faculty and staff in-person, via email, and telephone. Collaborating with NMH IT and Library colleagues along with the Academic Technology Coordinator, this position will manage the technology lending library and help maintain appropriate technical documentation. This position will help develop our student technologists program including helping train, mentor and supervise student workers.

The successful applicant will have a minimum of three years supporting and training end users on various technologies within a customer-service centered environment. Candidates must have an understanding of IT Service Management best practices and an ability to troubleshoot various applications and hardware problems. A working knowledge of service desk software (e.g. TeamDynamix, ServiceNow, ZenDesk) is expected. Applicants should have excellent written and verbal communication skills. Additional qualifications include proficiency with Google for Education platform and ITIL certification. Candidates must be able to work independently as well as collaboratively. A background working with students and technologies uniquely relevant to secondary or higher education preferred. Experience with computer hardware repair, proficiency with endpoint and mobile device management systems for imaging and deployment (JAMF or Microsoft Deployment Toolkit) strongly preferred. A valid driver’s license and ability to lift 25 lbs expected. Occasional night and weekend work required to ensure IT operations.