Helpdesk Level 1 – 2

Essential Duties

• Manage WebHelpDesk Ticket System
• Level 1 & 2 Support; Delivering solutions via remote and deskside support
• Maintain, develop and implement imaging and deployment process for OS and Packages on MacOS, Windows & ChromeOS
• Develop process documentation for updates and OS / software deployments
• Maintain and develop security solutions (e.g. Policies, AntiVirus) and respond to threats accordingly
• Troubleshoot printing issues
• Setup and breakdown Audio Visual equipment for presentations and meetings
• Recognize, analyze and respond to problems in an agreed timeframe and know when to escalate.
• Create, modify and share documentation of all systems, process and project aspects
• Any other duties as are within the scope, spirit and purpose of the position as requested by the Director of Technology

Experience and Training

• Operating in an environment supporting 200+ users
• MS, Apple, JAMF certification an advantage
• Experience in a school environment an advantage
• Working knowledge of ;
  
  • Windows 7, 8, 10 and OSX/MacOS 10.10-10.11 Operating Systems
  • Printers, Print Servers and MFP devices
  • Windows Deployment Services (ADK & MDT; SCCM would be an advantage)
  • Office 2010 - 2016 Suite (Azure an advantage)
  • Windows Server 2013 +
  • JAMF (Casper Suite & JAMF Pro)
  • Active Directory, Group Policy
  • Building administrative software deployment packages (e.g.AAMEE Adobe)

Skills and Abilities

• Self starter and able to work independently
• Improvisational skills in a mixed platform environment
• High degree of technical aptitude
• Ability to work accurately under deadline pressure
• Excellent communication and interpersonal skills
• Ability to clearly communicate technical concepts to non-technical people
• Ability to manage multiple projects simultaneously
• Identify opportunities for improvement and make constructive suggestions for change

An equal opportunity employer, Sacred Heart seeks to hire outstanding and diverse faculty who work together harmoniously toward the common mission of the school.