Senior Help Desk Technician

Notre Dame Preparatory School, an independent, Catholic school for girls in grades 6 - 12 in Towson is seeking a Senior Help Desk Technician to be a part of their Technology Department. The Senior Help Desk Technician reports to the Assistant Director of Technology and is responsible for providing customer-service support to the students, faculty, and staff for all laptops, desktops, tablets, projectors, audio visual equipment, classroom technologies, and various software applications on campus. The right candidate will enjoy working in a mission-driven, religious educational setting. The school seeks applicants who reflect and support a commitment to educating young women in the tradition of the School Sisters of Notre Dame to be loving, just, and wise. Employment is full-time beginning upon hire. The Help Desk is open Monday through Friday from 7:30am – 3:30pm during the school year with modified hours during school and summer breaks.

Job Duties:

Team Lead / Workflow Coordinator:

1. Assist Help Desk staff with technical training, problem solving techniques, and ticket escalation.  
2. Project a positive attitude and provide customer-centered, efficient, and friendly support.  
3. Monitor centralized help desk ticket tracking system and ensure tickets are resolved in a timely and efficient manner.
4. Mentor and advise student technology club members during scheduled hours.
5. Maintain documentation enabling Help Desk staff to identify and resolve problems in an expedient manner.
6. Prioritize and independently manage time and deadlines on multiple projects simultaneously.  
7. Provide instructions and delegate tasks to Help Desk staff.

Technical Support:

1. Respond to and resolve Help Desk calls via telephone, e-mail, tickets, and walk-ins; create tickets to document issues and resolutions thoroughly in the Help Desk tracking system. 
2. Accurately communicate pertinent information while maintaining a positive attitude, even during high-stress situations.
3. Research technical solutions to problems, using all information and resources available.
4. Develop and maintain checklists providing efficient and expedient access to solved technical issues.
5. Willingness to learn new software or internet-based programs. Attend technical training either off-site or internet-based to continue adapting to a fast-paced and changing technical environment.
6. Diagnose and resolve technical hardware and software issues, working with vendor support as needed.
7. Perform user data backup and restoration of employee computers as needed. Provide guidance and assistance to students who require instruction in this area.
8. Maintain and troubleshoot leased printers/copiers on campus and create vendor repair tickets when needed.
9. Log and track all computer related hardware for asset management purposes.
10. Image, configure, upgrade, and support all school computers and laptops.
11. Support Mac Lab by performing installs, updates, and service to maintain Apple OS and Adobe environment.
12. Administer the phone and voicemail systems, including setting up new users and troubleshooting problems.
13. Support teachers in the classroom with all hardware including interactive and standard projectors, document cameras, desktops, and other systems as necessary.
14. Assist users with accounts administration (unlocking, password changes) for various systems such as Active Directory and Office 365.
15. Support Network Administrator or Managed Network Service Provider with accounts administration (creation, unlocking, password changes), maintaining Active Directory controls, and other system accounts, such as O365.
16. Create, improve, and enforce Help Desk and Cybersecurity policies and procedures.
17. Provide training to faculty and staff in using technology and digital tools.
18. Take initiative in working on tasks and learning new skills as technology evolves.
19. Attends meetings to assist with technology acquisition and implementation.
20. Checks and updates systems as part of patch management.
21. Occasional after hours work and meetings as required.
22. Other duties as assigned by the Assistant Director of Technology or Director of Technology.

Skills, knowledge and abilities: 

• 3+ Years’ Experience working in a Help Desk environment
• Bachelor's degree in Computer Science preferred
• Experience supporting Blackbaud Learning Management System preferred
• Experience supporting Microsoft Windows, Apple OS X, Office, Active Directory
• 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 to improve customer satisfaction
• Ability to communicate effectively, both orally and in writing, in a respectful manner
• Ability to analyze problems and repair hardware with a knowledge of basic software configurations
• 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

About NDP:

Notre Dame Preparatory School is a Catholic, independent school for girls grades 6-12, located in Towson Maryland. Notre Dame Preparatory School is dedicated to the ideals of transformative education. Inspired by the School Sisters of Notre Dame, the school’s founding order, NDP’s dedicated, creative, and extraordinary faculty present an outstanding educational experience, simultaneously rooted in the liberal arts and relevant to today’s society. Through hands-on projects, experiential learning, and foundational coursework, NDP students think critically, solve problems creatively, and communicate clearly. Outside of the classroom, co-curricular and extra-curricular experiences develop their confidence and leadership. The school’s spiritual and justice mission, rooted in the Gospel and inspired by the SSND charism of unity, anchors students as they seek to become loving, just, and wise young women ready to change the world for the better.