Help Desk Support Specialist

Purpose: The Help Desk Support Specialist is the first responder for assisting students, faculty, staff, and staff with various technologies supported by the Office of Information Technology. This position is responsible for the configuration and distribution of hardware and software, coordination of orders and repairs with vendors, and maintaining equipment and inventory for the entire school., * Perform both, walk-in and over the phone, support for Chromebooks, PC, and MAC systems.

• Receive incoming calls and walk-in help requests and document daily tasks in the ticketing system.
• Provide remote technical support over the phone or internet.
• Prepare, inventory, install, maintain, update, and administer Apple, Chromebooks, and Windows systems, including laptops, desktops, and iPads.
• Provide communication on all escalated issues to management and other support teams.
• Reset password for end-users and unlock user accounts.
• Maintain accurate inventory records of all devices. Work with vendors to expedite orders, returns, and replacements.
• Experience MDM software (Filewave for Apple & Windows), Active Directory, File Sharing, Google Apps/G Suite, Microsoft Office 365, and MacOS / iPadOS / Windows software in general and other products as needed.
• Configure software to maintain operating systems.
• Experience with Windows Deployment Services (WDS) and or other related software for imaging devices.
• Ability to set up, maintain, and troubleshoot audio and video equipment such as Smart Panels, LCD televisions, and other related AV equipment.
• Perform basic maintenance or troubleshooting for copiers and printers.
• Coordinate support and service with outside printing vendors.
• Problem-solve and troubleshoot computer hardware and software, and related equipment such as iPads, Desktops, Laptops, Smart Panels, and other technology devices.
• Basic Scripting Knowledge preferred but not required.
• Train end users on technology and best practices.

Support Services

• Support students and staff 1:1 program and other related hardware.
• Problem-solve and troubleshoot computer hardware and software, including related equipment such as printers, smart panels, and other technology equipment. Perform basic and advanced computer repair and hardware component replacement.
• Provide base training to end users as needed.
• Help solve technical problems with Local Area Networks (LAN), wireless (Wi-Fi), and other systems.

• Associate's Degree or Bachelor's degree or a combination of equivalent experience, education, and or training/certifications.
• 3 or more years of relevant experience.
• Active Directory, Filewave, WDS, G Suite, Office 365 and database systems experience strongly preferred., * Strong communication skills; ability to clearly and easily communicate technology-related issues or information to adults and children
• Excellent problem-solving skills
• Ability to investigate, document, and report on progress; excellent record-keeping skills
• Team player capable of working in a school environment
• Flexible
• Able to evaluate and respond to the technology needs of others in the most appropriate ways for a school setting
• Self-starter: Ability to see what needs to be done and work independently to get it done
• Ability to complete the job in a timely and efficient manner
• Strong positive attitude under pressure
• Must have a sense of humor in your work, a friendly nature, and be quick to smile
• Possess a broad understanding of the school's mission
• Possess a commitment to maintaining confidentiality