Technology Help Desk - Tier 1 Support

Essential Functions:

• Take initial telephone and email inquiries from faculty, staff, students and parents

• Log all call activity and maintain database of email inquiries

• Manage Tier 1 hardware, software and network problems; recognize and escalate more difficult issues to Tier 2 support

• Provide assistance to students, faculty, staff and parents in navigating school-wide systems

• Setup and install computers, monitors, printers, scanners, and peripherals; relocate existing equipment as necessary

• Troubleshoot mobile devices, desktops, laptops, printers, peripherals, cabling and other related devices

• Troubleshoot basic network connectivity issues with Wi-Fi and LAN & basic issues with classroom desktop phones

• Coordinate technology setups for substitutes

• Coordinate technology setups for school-sponsored events

• Performs other related duties as assigned by the Director of Educational Technology

Qualifications:

• Ability to clearly communicate technology solutions in a user-friendly, professional manner to all school constituents
• Ability to troubleshoot and define problems and recommend/implement appropriate solutions
• Must have a sense of urgency and a customer-friendly attitude
• Ability to work in a team environment
• Strong technical understanding of technology, including the various hardware, software and networking systems being supported
• Associate's degree or completion of coursework at a technical school preferred; High school diploma with appropriate certifications will be considered
• Minimum of 1 year of experience in a similar position or equivalent training and experience
• Experience with a range of software, hardware, and operating systems including Mac OSX, Mac iOS, Windows, Google Suite, Microsoft Office, Remote Desktop, and Filemaker
• Able to use basic office equipment
• Committed to inclusion and issues of social justice and equity

Physical Requirements and Work Environment:

• Frequently lift up to 30 lbs. of computer equipment

• Crawl under or around furniture to install computer equipment

• Works in standard office conditions and climate