Help Desk Specialist

Ravenscroft School is an all-gender independent day school in Raleigh, NC, with approximately 1,205 students enrolled in grades preschool through 12th grade.

We are looking to welcome a Help Desk Specialist into our community of educators that actively strive to be diverse, equitable, and inclusive. Our candidates should demonstrate empathy, knowledge and an understanding for the diverse backgrounds in our community; place an importance on genuine and authentic connections with students, faculty, staff and parents; be able to work collaboratively with team members of diverse backgrounds; and have the capacity to model an attitude of unyielding curiosity and a growth mindset.

The Help Desk Specialist is the first point of contact for student technology issues. In addition, they support the broader school community. This individual responds to routine hardware/software trouble tickets and/or questions.

As a Help Desk Specialist at Ravenscroft, here is what you get to do:

• Respond to first-level help desk support tickets by performing core troubleshooting and system analysis on hardware/software systems to determine hardware and software functionality specifications or errors.

• Document end-user problems, resolutions, and new solutions for future reference using appropriate tools and resources.

• Assist in identifying trends in continuing hardware, software, or system problems.

• Refer user problems to IT management or other support groups within IT as necessary when additional assistance is required for resolution.

• Install, configure, and maintain hardware, software, and peripheral devices.

• Maintain inventories of equipment and auditing assets as needed.

• Create and maintain documentation related to IT hardware and software operation and support.

To land this job:

• A minimum of 3 years of experience in an Information Technology field supporting various hardware, software, and personal technology tools. Knowledge of Chrome/Windows/Mac OS operating system, Google Workspace/Microsoft Office

• Ability to deliver friendly and courteous customer service to users with various levels of computer knowledge, particularly for students in grades Pre-K through 12 as their first point of contact

• A basic understanding of user identity principles in systems like Active Directory and Google Workspace

• Functional knowledge of networking

• Ability to provide AV support for classrooms and meeting spaces involving projectors, speakers, microphones, etc.

• Strong technical aptitude and troubleshooting skills

• Ability to work as part of a team handling multiple tasks in a fast-paced and changing environment

• Ability to communicate clearly and concisely, both orally and in writing

• Ability to be available for critical issues and maintenance windows outside normal business hours

• Ability to meet physical requirements of the position, which may include lifting and moving various pieces of technology equipment