Help Desk Support Technician

Summary:

The Helpdesk Support Technician is a temporary, full-time position from October 25, 2021 through April 1, 2022. The hours are Monday through Friday 7:30am-4pm. The Helpdesk Support Technician serves as the primary technical support contact for students and teachers in Flintridge Sacred Heart's Mac-based 1:1 laptop program.  This person will run the school help desk, providing support for users’ computer problems including software issues, network connectivity, printing problems, email issues, etc. He or she will and will perform laptop repairs on-site when possible and manage the processing of off-site repairs.  This person is a key facilitator of the academy’s 1:1 laptop program, ensuring that no student or teacher is without the use of laptop for any extended period. 

Essential Job Functions:

• Offer great customer service to our students, teachers and staff members.

• Install, configure, maintain, repair and support hardware and software on our fleet of up to 500 student, faculty, staff and loaner computer systems to established standards.

• Manage a large fleet of Macs using tools such as Mosyle MDM, Apple Remote Desktop, custom scripting, etc.

• Configure and troubleshoot classroom technologies such as SMART boards, projectors, printers and makerspace-related equipment such as 3D Printers, Laser Cutters, etc.

• Assist and train users in the operation of computers and common applications such as word processing, email, web browsers, productivity and creative software titles.  

• Perform computer repairs when necessary and manage any third-party repairs.

• Troubleshoot day-to-day student computer problems.

• Create and update all and configuration profiles and installers for student and teacher computers.

• Provide academic technology support for teacher and student computer hardware, software and services throughout the school, working with third-party vendors when necessary and managing support tickets.

• Periodically monitor student laptop use for appropriate behaviors.

• Document and follow up on student infractions to the school’s tech policies, including emailing and calling parents or attending student meetings.

• Participate on committees as assigned.

• Assisting the Director of Technology and Director of Academic Technology as needed.

• Work with student Tech Team under the direction of the Director of Academic Technology to provide instruction and training.

• Lead periodic workshops, lessons and training on technology-related topics for students and employees.

• Other duties, as assigned.

Other Job Functions:  none

Knowledge, Skills, and Abilities:

• College degree preferred

• 2+ years’ experience supporting Macintosh hardware and software, preferably as a Mac Genius or Apple technician.

• Demonstrated excellent customer service skills

• Apple Certified Macintosh Technician (ACMT) or progress toward this certification

• Demonstrated knowledge of Macintosh OS X operating system administration

• Experience managing a large fleet of devices using tools such as Mosyle MDM or similar mobile device management solution, DeployStudio, Munki, Apple Remote Desktop, scripting, etc.

• Knowledge of the Microsoft Office products

• Ability to offer basic Windows support a plus

• Demonstrated ability to troubleshoot hardware and software computer problems

• Ability to assist computer users who have wide ranging technology skill levels.

• Demonstrated ability to work independently, anticipate workload, set priorities and complete work on a timely basis

• Experience with Google Drive / G-Suite and/or Blackbaud’s “On Suite” is a plus.  

• Demonstrated ability to interface cooperatively, courteously and professionally with students, teachers and co-workers.

• Demonstrated ability to contribute to a positive work environment.

• Ability to lift, push, and carry heavy equipment, climb ladders, and climb an extensive number of stairs.

Physical and Environmental Conditions:

• Must be able to sit, stand, walk, run, observe and monitor  

• Able to push, pull, reach, bend and/or lift up to 50 pounds.  

• Simultaneous/repetitive use of both hands is required for writing and data entry.

• Sight, hearing and speech required to communicate effectively.

• Have mobility skills necessary to access a variety of work locations.

• Ability to work in computer room environment.

We offer a supportive environment, a 1:1 laptop program, ongoing professional development, competitive salary and benefits, and a dynamic community of colleagues and learners.  To learn more about Flintridge Sacred Heart, visit our website at www.fsha.org.

Flintridge Sacred Heart Academy is an equal opportunity employer.  We encourage minorities, females, disabled and qualified veterans to apply.  We evaluate all applicants without unlawful consideration of race, color, age, religion, gender, sexual orientation, marital status, disability, veteran status or any other characteristic protected by applicable law.