Help Desk Support Analyst

ABOUT GIRLS PREPARATORY SCHOOL:

Girls Preparatory School (GPS) was founded to provide girls with the necessary courses to pursue a college education, GPS has proudly graduated almost 6000 young women since 1906. Currently, 131 faculty and staff serve about 600 girls in grades 6-12 with a college preparatory curriculum that includes a full complement of humanities, arts and STEM courses and co-curricular programs of leadership development, athletics, performing arts and community engagement.

POSITION SUMMARY:

This person will be responsible for the support of the school’s IT equipment, including the implementation and management of an enterprise desktop, laptop and iPad environment.  The ideal candidate will have the ability to closely work with others in the department, ensuring that procedures adhere to established school policies and enterprise best-practices (ITIL). The help desk technician must be an experienced, self-motivated individual who is committed to quality. Strong customer service skills while working in a hectic environment with a heightened (but calm) sense of urgency and resolve is a must. The candidate is also expected to be sensitive to the various needs and abilities of users.  The Helpdesk Support Analyst performs advanced hardware and software support and provides support to the network administrator and educational technologist. In the support role, (s) he troubleshoots employee and student computer problems, oversees the entire computer and iPad imaging and deployment process, manages the printer and copier environment, maintains the school computer labs, and researches and recommends improvements to the hardware and software deployed throughout the school. In the network support role, (s)he will provide level one support in diagnosing and troubleshooting LAN and wireless issues and will assume responsibility for select applications. 

DUTIES AND RESPONSIBILITIES:

Reporting to the Director of IT and is an integral member of a 4 person IT department, this position is responsible for:

• Act as helpdesk resource to provide technical support to all administration, faculty, staff, and students, while prioritizing tickets to minimize interruption to school business
• Install, troubleshoot, and maintain software and hardware, both Mac (iOS and OS X) and PC
• Expand, update, and maintain the school's inventory of hardware and software
• Troubleshoot problems relating to hardware and software, including IP phones, classroom A/V connections and LMS
• Maintain and troubleshoot printers and copiers
• Motivated to attend workshops, conferences, and professional development trainings, hold membership in professional organizations, and continually stay current with changes in the academic technology space
• Manage and support equipment loans
• Provide customer-focused, all-inclusive support, including training students, staff and community how to access, evaluate, use, share, and create information from a variety of sources available
• Oversee the enrollment and monitoring of devices in a MDM system such as JAMF Casper Management Suite or AirWatch
• Create and manage accounts in Google Apps for Education and/or Microsoft Office 365

QUALIFICATIONS

• Act as helpdesk resource to provide technical support to all administration, faculty, staff, and students, while prioritizing tickets to minimize interruption to school business
• Install, troubleshoot, and maintain software and hardware, both Mac (iOS and OS X) and PC
• Expand, update, and maintain the school's inventory of hardware and software
• Troubleshoot problems relating to hardware and software, including IP phones, classroom A/V connections and LMS
• Maintain and troubleshoot printers and copiers
• Motivated to attend workshops, conferences, and professional development trainings, hold membership in professional organizations, and continually stay current with changes in the academic technology space
• Manage and support equipment loans

EDUCATION AND PROFESSIONAL EXPERIENCE

• Associate's diploma or equivalent
• 2 years of relevant technical experience
•  
• JAMF Casper Suite experience
• Apple GSX experience

Physical Requirements and Work Environment

• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and a varied and diverse array of contacts.
• May work at a desk and computer for extended periods of time.
• Be able to occasionally lift up to 30 lbs.
• Work primarily in a traditional climate controlled office environment.
• Work intermittently in outside weather conditions, including extreme heat and cold.

GPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, GPS complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training