Help Desk Technician

The Help Desk Technician (Tier 1) reports to the IT Support Specialist of Notre Dame Preparatory School and is responsible for customer-service support to the Students, Faculty and Staff including all laptops, desktops, tablets, classroom technologies and various software products.

Duties include, but are not limited to:

Respond to and resolve Help Desk calls via telephone, e-mail and walk in’s, creating tickets to document issues and resolutions thoroughly in the Help Desk tracking system software. Accurately communicate pertinent information while maintaining a positive attitude, even during high-stress situations.
Research technical solutions to problems, using all information and resources available. Develop and maintain check-lists providing efficient and expedient access to solved technical issues.
Willingness to learn new software or internet-based programs, as well as updated computer models. Attend technical training either off-site or internet-based in order to continue adapting to a face-paced and changing technical environment.
Diagnose and resolve technical hardware and software issues, working with vendor support as needed.
Perform user data backup and restoration of Faculty & Staff machines as needed. Provide guidance and assistance to students who require instruction in this area.
Maintain and troubleshoot leased printers/copiers on campus, creating vendor repair tickets when needed.
Log and track all computer related hardware for asset management purposes.
Support Teachers in the classroom with all hardware including interactive and standard projectors, document cameras, desktops and other systems as necessary.
Support Student Technology Advisors (STArs) who assist at the Help Desk during lunch periods.
Other duties as assigned by the Director of Information Technology or the IT Support Specialist.

Skills, knowledge and ability must include:

Experience supporting Microsoft Windows and Microsoft Office applications
Experience troubleshooting basic network, software, and printing problems
Experience with computer repair and hardware replacement
Strong customer service and organizational skills with a high attention to detail
Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
Ability to communicate effectively, both orally and in writing, in a respectful manner
Ability to work within a team or independently
Ability to interact with individuals at all organizational levels
Dependable, reliable, responsible contributor committed to excellence and success

Physical Requirements and Work Environment:

Lift up to 20 lb. of computer and A/V equipment
Crawl under or around furniture to repair/install equipment
Climb ladders to troubleshoot, repair/install A/V and networking equipment

Send resume, cover letter and references to David Hennel, Director of Technology at henneld@notredameprep.com.