Help Desk/Tech Support

Description

Charlotte Latin is seeking an individual to join our Help Desk/Technical Support team beginning in August 2020.  The Help Desk position assists all members of campus with technical support and guidance in the selection, use, and application of a variety of hardware and software including computers, laptops, iPads, projectors, and web productivity tools such as G Suite. The Help Desk is the first responder to employee and student requests for assistance, providing triage and solutions in a pro-active, friendly, and service-oriented manner. This position is responsible for the configuration and distribution of hardware and software, coordination of orders and repairs with vendors, and maintaining equipment and inventory for the entire school.

Essential Duties and Responsibilities 

Asset Management:

• Prepare, inventory, install, maintain, update, and administer Apple and Windows systems, including laptops, desktops, and iPads.

• Maintain accurate inventory records for computers, iPads, and other hardware. Work with vendors to expedite orders, returns, repairs, and replacements.

• Utilize MDM software (JAMF), Apple management products, Active Directory, File Sharing, Google Apps, and MacOS / iPadOS / Windows software in general and other products as needed. 

• Ability to create / modify and use basic scripts to automate tasks in languages such as BASH, Python, AppleScript, or PowerShell.

• Set up, troubleshoot, and maintain interactive projectors, Smartboard products, and related AV equipment.

• Perform basic printer maintenance and repairs. Coordinate with outside printer vendors.

Support Services:

• Monitor ticketing system and respond to appropriate queues, recording detailed solutions as necessary. Assess the scope and impact of incidents and respond with a sense of urgency that matches the incident, following appropriate policies and procedures.

• Support students and faculty in the School’s 1:1 iPad program.

• Problem-solve and troubleshoot computer hardware and software, including related equipment such as printers, projectors, and other technology devices. Perform basic computer repair and hardware component replacement.

• Help resolve technical problems with Local Area Networks (LAN), wireless (Wi-Fi), and other systems.

Training & Education:

• Develop and lead training sessions in conjunction with the introduction of new or updated software or hardware, and for new hires. Create and maintain written documentation, multimedia “how to’s,” FAQs, and online resources. Work with other members of the department to review documentation annually, revising as necessary.

• Research and suggest new, different, or improvements in the use of technologies within the department and campus-wide.

• Given the ever changing technological landscape, must keep up with developments in the field through reading, training, and both formal and informal professional development in the areas of technology and customer service.

• Maintain in-depth knowledge of all help desk supported products and services.

Other Duties:

• Participate in and/or manage projects as assigned.

• Actively contribute to ongoing process improvement and innovation department-wide.

• Help protect user and school equipment and electronic information from unauthorized access or dissemination.

• Comply with all departmental and School policies and procedures.

• Other duties and projects as assigned, given the rapidly changing and mission-critical nature of the department’s responsibilities.

Supervisory Responsibilities: 

• Summer Help, Student Interns, and temporary Help Desk staff as necessary.

Qualifications

Education and Experience:

• Bachelor’s degree in information systems management or a related field, or a combination of equivalent experience, education, and training/certifications.

• 3 or more years of relevant experience required; 5 or more years of relevant experience strongly preferred.

• CompTIAA A+ or similar certification is strongly preferred.

Skills:

• Service oriented.

• Strong communication skills; ability to clearly and easily communicate technology-related issues or information to adults and children.

• Experience supporting Macs and iPads in an enterprise / school environment, especially using the Jamf MDM.

• Excellent technical problem-solving skills in both the Windows and Apple environments.

• Ability to investigate, document, and report on progress; excellent record-keeping skills.

• Team player capable of working in a fast-paced school environment.

• Flexible. Is comfortable in an environment of rapid technological change.

• Able to evaluate and respond to the technology needs of others in the most appropriate ways for a school setting.

• Self-starter: Ability to see what needs to be done and work independently to get it done.

• Strong time-management skills including an ability to complete jobs in a timely and efficient manner.

• Strong positive attitude under pressure. Must be able to manage multiple priorities, projects & deadlines.

• Has a sense of humor in your work, a friendly nature, patience, and empathy.

• Learning agility: asks questions, seeks feedback, and applies learning to new situations

• Possess a broad understanding of the school’s Mission and the IT department’s role in accomplishing that Mission.

• A commitment to maintaining confidentiality.