Help Desk Support Technician

The position serves the entire school community, with emphasis on Primary and Secondary schools’ Education Technology. The primary responsibility is to support students, faculty and staff in all areas of technology. The Help Desk Support Technician reports directly to the Systems Administrator.

Duties and Responsibilities

The Level I Help Desk Support Technician responsibilities include the following, but are not limited to:

• Support of the Technology Center Help Desk; monitoring, managing, documentation and tracking of all issues and solutions
• Diagnosis and troubleshooting of problems with computer systems, including hardware and software, email, network and peripheral equipment
• Provide Audio/Visual support as needed
• Performance of maintenance and repair of PC-based computers,  Apple computers, iPads and peripherals
• Maintenance of accurate inventory of school-wide equipment along with IT team members
• Imaging and installation of software and system upgrades on new and existing computers and iPads
• Support of Google Apps for Education users, cloud and other web-based technology and services and associated end-user management
• Installation of new hardware including computers, printers, projectors, scanners, and other peripheral equipment
• Research and provide solutions for obsolete or discontinued software
• Assistance to Systems Administrators with maintenance and upkeep of entire network

• Fulfill role of technical resource to Primary and Secondary Schools technology coordinator(s)
• Assistance with organization and training of student technicians
• Assistance with facilitation of professional development training for students, faculty and staff
• Other as required

Chief Personal Characteristics

• Strong interpersonal skills; customer service orientation

• Proactive, solutions minded mindset
• Ability and desire to work in a team environment
• Professional, gracious attitude at all times
• Excellent written and spoken communication skills; fluent in French and English
• Strong organizational skills and ability to meet deadlines
• Ability to work with adults and students of various competency levels
• Motivation for learning through professional development and certification training as required by the school and self-identified

Certification and Experience Requirements

• High School diploma with two years of college/and or technical (computer) education
• 1+ year(s) of experience as an IT Help Desk technician
• Apple Certified Mac Technician (ACMT)
• External device setup and configuration experience
• Experience troubleshooting issues with Windows computers, laptops and mobile devices
• Experience with WiFi platforms and access point deployments
• Basic understanding of network topology, network structure and configuration, as well as protocols

Preferred additional Certification and Experience Requirements

• Microsoft Certification/A + certification a plus, with proficiency with Windows OS (Windows 7,  8, 10), MS Office Suite, and Remote Desktop
• SmartBoard end-user support experience or certification
• Basic understanding of MS Active Directory
• Basic understanding of mobile Operating System (Android, iPhone...)

Working Conditions

Able to work with multiple distractions and changing priorities

Able to work during off-peak and extended hours

Enjoys working with adults and students who approach the use of computer and technology from an educational point of view