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 Director of Technology.

At the Lycée, “the student is at the center of the system.”  All staff is expected to provide encouragement, offer positive reinforcement, and show respect for each student.

All employees should truly and enthusiastically believe in the Lycée’s Mission supporting the vision of the Head of School and the Board of Trustees. The Level I Help Desk Support Technician should be a self-starting, resourceful, well organized team player with the ability to work well under pressure and to demonstrate good interpersonal skills. The ability to get along with diverse personalities is a necessary skill. All employees are strongly encouraged to work towards proficiency in both French and English languages and to develop a familiarity and understanding of the Lycée's multicultural environment.

Essential Duties and Responsibilities

Duties and Responsibilities of the Level I Help Desk Support Technician include, 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

Qualifications and Skills 


Education/Experience

• High School diploma with two years of college/and or technical (computer) education
• 1+ year(s) of experience at 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

Skills/Abilities

• French fluency preferred.
• 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

Preferred additional Certification and Experience Requirements

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