Help Desk Technician II

Collegiate School seeks a Help Desk Technician to provide general help desk support as well as provide specialized support and stewardship of the school’s AV systems. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various electronic products while ensuring their optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required. This is a full-time, exempt, and benefited, 12-month position.

Responsibilities also will include, but are not limited to:

• Assist in developing long-term strategies and capacity planning for meeting future AV equipment and school technology needs
• Collaborate with school stakeholders to establish and enforce proper AV practices and procedures
• Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations

• Advise on the purchase of new AV equipment; assist with its installation
• Conduct research on, and make recommendations for, AV products in support of procurement and development efforts
• Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt

• Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment
• Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed
• Handle incoming booking requests for AV equipment and setup
• Build and maintain an accurate inventory of equipment and required spare parts
• Provide general Level I help desk support as needed

Qualities of a successful candidate will include:

• Relevant certifications in Windows and Apple computer support 
• 3-5 years’ experience working in a computer support position
• Excellent technical knowledge of teleconferencing, presentation, and other AV hardware
• Knowledge of basic computer hardware, including desktop computers, laptop computers, cell phones, and tablets
• Good knowledge of current network protocols, operating systems, software, and standards
• Mechanically inclined
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into hardware products and issues as required
• Understanding of the organization’s goals and objectives
• Effective interpersonal skills and relationship-building skills
• Strong customer-service orientation
• Strong written and oral communication skills
• Self-motivated and directed
• Keen attention to detail
• Analytical and problem-solving abilities
• Able to prioritize and execute tasks in a high-pressure environment
• Able to collaborate with others and advance the goals of the team
• On-call availability to support events that occur outside of normal school hours
• Ability to understand the big picture and manage areas of responsibility in a manner consistent with the School’s mission and values.