System Administrator and Help Desk Lead

The System Administrator and Help Desk Lead is a key member of the Information Technology Services team, responsible for maintaining critical IT systems while leading day-to-day technical support operations. This role supports a wide range of technology needs for faculty, staff, and institutional systems, managing complex tickets, guiding Level 1 technicians, and administering core infrastructure tools. The ideal candidate combines deep technical expertise with strong leadership and user-facing communication skills., * Serve as the primary escalation point for complex or unresolved Level 1 support tickets.

• Provide comprehensive help desk support for hardware, software, network, and user-facing systems.
• Troubleshoot and resolve software issues, including installations, configurations, and performance problems.
• Support hardware devices, including desktops, laptops, printers, scanners, and peripheral equipment.
• Deliver technical support for mobile devices (iOS/Android), A/V systems, and game/special-use systems.
• Respond to all help desk tickets with urgency and professionalism, ensuring timely resolution.
• Instruct users on how to use common applications such as Microsoft Office, Zoom, and institutional tools.
• Rapidly learn and support new software systems used by faculty and staff.
• Manage and maintain Intune, Jamf, Connectwise suite, Medicat (EMR).
• Diagnose and resolve hardware-level network issues and connectivity problems.
• Mentor and guide Level 1 Help Desk staff, providing technical oversight and daily support leadership.
• Create and update IT knowledge base articles, documentation, and support resources.
• Support IT leadership in developing, implementing, and refining technology policies and workflows.
• Promote and implement basic cybersecurity best practices, including user awareness, software patching, and endpoint protection monitoring.

Do you have experience in iOS?, Do you have a Bachelor's degree?, * Bachelor's in Computer Information Systems or Computer Science (4-year program)

• Candidates with a certification in systems administration or cyber security are preferred. Additionally, Microsoft, VMware, or Aruba certifications are considered a plus.
• Two years' experience in system and network administration.
• Knowledgeable in IT best practices, including ITIL and Microsoft Operations Framework (MOF).

ATTITUDE AND DEMEANOR

• Publicly support the mission and vision of The Hill School in a positive and professional manner.
• Work as a dynamic team member in a professional collaborative environment.
• Energetic and organized enough to thrive in an extremely fast-paced environment while collaborating with a growing team to produce great work.
• Ability to wear many hats, learn new things every day, and have the ability to switch from a variety of roles with ease and excitement.
• Communicate effectively with warmth, sensitivity, humor, and understanding as they deal with administrative colleagues, teachers, students, alumni, parents, faculty, staff, and program associates.
• Possess a "service attitude" - willingness to be flexible to meet the needs of the department and school.

Pulled from the full job description

• 403(b) matching
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance

The Hill School Mission: The Hill School prepares young people from across the country and around the world for college, careers, and life. Within a family school environment and a rigorous liberal arts curriculum, we challenge our young people to work hard; think and reason; seek fulfillment; serve the common good; and be prepared to lead as citizens of the world, uniquely guided by our motto, "Whatsoever Things Are True."