Support Technician

Catlin Gabel School believes that each employee makes a significant contribution to its success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but does not limit the incumbent nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Equal employment opportunity and treatment shall be practiced by Catlin Gabel School regardless of race, color, national origin, religion, sex, sexual orientation, age, marital status or disability, if the employee, with or without reasonable accommodation, is able to perform the essential functions of the position.

Position Title:  Support Technician

Department:  Information Technology

Reports to:  Director of Technology

FTE:  1.0 (Exempt)

Level:  2                                           

POSITION SUMMARY

The Support Technician is the first point-of-contact responsible for end-user, network and server support on all operating system and application software and hardware used within the school. Serves as a member of the Technology Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide competent and timely end-user computer and mobile device hardware and software troubleshooting, diagnostics, deployment, maintenance, and training for employees and students and occasional guests. Software includes, but is not limited to: the last two versions of Windows OS, Mac OS, Microsoft Office, Adobe Creative Suite, Sophos Anti-Virus, anti-spyware, anti-adware, iWork Suite, CrashPlan Proe, Casper Deployment and Imaging Suite, cloud services such as Google, DropBox and One Drive, and others technologies as things change.
• Provide computer technical assistance to employees and students including diagnosing the problem, and solving network wireless and wired connectivity, AV connections, software application, cloud services, backup, OS, mobile device, hardware, software and printing issues in an efficient and effective manner. Deploy software, resolve recurrent problems, provide maintenance, place service calls and track work orders.
• Maintain a professional and personable manner at all times especially under high pressure and high stress situations. Must be able to put the user at ease and stay calm even when user is upset due to loss of data, hardware or software malfunction and other technology-related circumstances.
• Able to work independently, quickly, and accurately with frequent interruptions and also be a collaborative team player. Excellent oral, interpersonal, and written communication skills required to communicate with colleagues, employees, students, parents, board members, and guests.
• Maintain high degree of confidentiality and discretion with all data and conversations that occur in the Technology Office.
• Maintain accurate inventory of software and hardware. Maintain loaner database and work with constituents on the return of overdue items.
• Effectively research solutions to technical problems via online searches, and calls or emails to subject matter experts. Persistent and patient in trying solutions until the problem is solved.
• Install, modify, clean, repair, and oversee daily performance of computer, tablet, audio visual, mobile device, printer, scanner, fax, telecommunications and accessory hardware and software. Coordinate off-site repair of equipment as needed.
• Update and resolve helpdesk tickets daily. Tickets should be closed within one week when possible.
• Create and regularly maintain internal systems documentation including hardware and software maintenance records, inventory records, and a procedures resource. Maintain organized and current library of electronic resources including software and documentation.
• Perform other duties as assigned by the Director of Technology. Regularly communicate work progress and consult supervisor when issues beyond the scope of this position arise.

SCOPE OF WORK

The Support technician is the first point-of-contact responsible for end-user technical assistance on all operating system and application software and hardware used within the school; troubleshooting hardware problems including replacing and installing components such as network interface cards, video cards, RAM, hard drives, and other similar components. The Support Technician needs a strong working knowledge of both Windows and Macintosh operating systems within a Windows Server 2003 network environment.

SUPERVISORY RESPONSIBILITIES

This is not a supervisory position.

INTERPERSONAL CONTACTS

Daily interaction with the Catlin Gabel community including: faculty, staff, students and parents. Communications include face-to-face, phone and electronic interactions.

SPECIFIC JOB SKILLS

Ability to correctly troubleshoot, diagnose, and resolve end-user technical problems and malfunctioning equipment. Experience with Windows 7 and above, and Macintosh OS X operating systems. Experience supporting desktop and mobile users within a local area Windows network. Experience installing and upgrading hardware components in laptops, desktops. Experience deploying software to a large user base. Experience with laptop and mobile device support. Ability to prioritize and handle multiple tasks successfully with strong attention to detail. Ability to work with users of a wide range of skill levels and ages. Possess a high degree of computer literacy. Ability to explain problems in non-technical terms. Ability to work independently and calmly, even when under pressure with several issues needing attention. Excellent oral, interpersonal and written communication skills. Possess great teamwork skills to be able to collaboratively work on projects. Ability to lift up to 50 lbs.

EDUCATION AND/OR EXPERIENCE

BS/BA in Information Services/Technology, Computer Science or related field, or equivalent previous experience with individual in-person support providing end users with software and hardware technical support.

WORKING CONDITIONS

Occasional heavy lifting up to 50lbs. Walking required between multiple buildings on campus. Interface with young children through adults. Time spent on phone. Working with people in person. Time spent working on computers.