Help Desk Support Technician

Flintridge Sacred Heart Academy is seeking a Mac genius to be the primary technical support contact for students and teachers in FSHA’s Mac-based 1:1 laptop program. This person will run the help desk, providing support for users’ computer hardware problems, software problems, printing problems, etc. and will perform laptop repairs on-site when necessary. This person is the key facilitator of the Academy’s 1:1 laptop program, ensuring that no student or teacher is without the use of their laptops for any extended period of time. 

Responsibilities:

• Offer great customer service to our students, teachers and staff members.

• Install, configure, maintain, repair and support hardware and software on our fleet of up to 500 student, faculty, staff and loaner computer systems to established standards.

• Manage a large fleet of Macs using tools such as Mosyle MDM, DeployStudio, Munki, Apple Remote Desktop, scripting, etc. 

• Configure and troubleshoot classroom technologies such as SMART boards, projectors, printers and makerspace-related equipment such as 3D Printers, Laser Cutters, etc. 

• Assist and train users in the operation of computers and common applications such as word processing, email, web browsers, productivity and creative software titles. Setup and support classroom monitoring tools such as ARD or LanSchool. 

• Perform computer repairs when necessary and manage any third-party repairs.

• Troubleshoot day-to-day student computer problems.

• Create and update all images and configurations for student and teacher computers. 

• Provide academic technology support for teacher and student computer hardware, software and services throughout the school, working with third-party vendors when necessary and managing support tickets.

• Execute the annual refresh and deployment of approximately 450 student and teacher laptops.  

• Document and follow up on student infractions to the school’s tech policies, including emailing and calling parents or attending student meetings.

• Assist with new teacher tech training and new student orientation.

• Assisting the Director of Technology and Director of Academic Technology as needed. 

• Work with student Tech Team under the direction of the Director of Academic Technology to provide instruction and training.

• Lead periodic workshops, lessons and training on technology-related topics for students and employees.

Requirements: 

• College degree preferred

• 2+ years’ experience supporting Macintosh hardware and software, preferably as a Mac Genius or Apple technician 

• Demonstrated excellent customer service skills

• Apple Certified Macintosh Technician (ACMT) or progress toward this certification

• Demonstrated knowledge of Macintosh OS X operating system administration

• Experience managing a large fleet of devices using tools such as Mosyle MDM or similar mobile device management solution, DeployStudio, Munki, Apple Remote Desktop, scripting, etc.

• Knowledge of Google’s G-Suite, Microsoft Office products and the ability to offer basic Windows support a plus

• Demonstrated ability to troubleshoot hardware and software computer problems

• Ability to assist computer users who have wide ranging technology skill levels

• Demonstrated ability to contribute to a positive work environment

Flintridge Sacred Heart Academy offers a rich, supportive work environment, competitive salary and benefits, and an opportunity to make a difference in this key position. If this sounds like the career move you are looking for, please send your cover letter and resume to humanresources@fsha.org. Please put the job title in the subject line.