Help Desk Technician

Cardinal Gibbons High School is seeking a Helpdesk & Device Support Technician to provide hands-on technical support to faculty, staff, and students. This position plays a critical role in ensuring devices, printers, workstations, and technology resources remain operational and available to support teaching and learning.

The Helpdesk & Device Support Technician works closely with the Helpdesk & STARs Program Lead and Technology Department staff to resolve support requests, manage device repairs, coordinate workstation deployments, and maintain accurate technology inventory records.

This role takes primary ownership of the hardware repair process for school-issued devices, including assessment, repair determination, vendor coordination, and documentation. Strong organizational skills, attention to detail, customer service, and a willingness to learn are essential for success in this role., * Provide Tier I and Tier I+ technical support to faculty, staff, and students through Incident IQ and walk-up support

• Troubleshoot hardware failures and damaged devices
• Escalate issues requiring advanced access or administrative changes with complete documentation
• Collaborate with the Helpdesk & STARs Program Lead to maintain effective ticket coverage
• Support STARs student volunteers and model troubleshooting best practices
• Build and maintain relationships with Lenovo support staff, depot services, and local repair partners
• Serve as the first point of contact for printer hardware issues and coordinate vendor service requests when necessary

Printer Management

• Submit and track maintenance and repair requests with printer vendors
• Document printer issues and service history in Incident IQ
• Identify recurring hardware concerns and recommend replacement needs
• Assist with deployment and replacement of printers throughout campus

Faculty Device Lifecycle Management

• Receive faculty devices following intake and assume responsibility for hardware assessment and repair coordination
• Determine whether repairs can be completed on campus or require manufacturer/vendor support
• Coordinate shipment and tracking of devices sent for warranty repair
• Collect and process devices from departing employees and technology refresh programs
• Verify data wipe completion and update asset records
• Track recurring device issues and notify the CTO of replacement or budget planning needs

Office & Workstation Setup

• Configure and deploy faculty and staff workstations, monitors, docking stations, and peripherals
• Support office moves and workstation relocations
• Complete setup checklists and verify functionality prior to user handoff
• Maintain accurate workstation records in Incident IQ

Student Device Support

• Perform intake and documentation of student laptop repairs
• Submit Lenovo depot claims and monitor repair status
• Support annual student device distribution and onboarding efforts
• Prepare, clean, charge, and maintain loaner devices

Vendor & Repair Coordination

• Serve as the primary contact for outsourced repair vendors
• Maintain communication with Lenovo Premier Support and depot representatives
• Escalate service concerns and delays to the CTO as appropriate

Documentation & Asset Management

• Maintain accurate inventory and asset management records
• Document all work performed within Incident IQ tickets
• Ensure compliance with department procedures and documentation standards
• Identify process gaps and recommend improvements to the CTO

Additional Responsibilities

• Participate in Technology Department meetings and planning initiatives
• Provide technology support for school events and activities
• Perform additional duties as assigned by the Chief Technology Officer

Do you have experience in Windows?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; Associate’s degree or technical certification in an IT-related field preferred

• Demonstrated ability to troubleshoot and resolve common hardware and software issues on Windows devices
• Familiarity with Microsoft Windows operating systems and Microsoft 365
• Strong attention to detail and ability to follow established procedures
• Excellent customer service and interpersonal skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Ability to obtain Lenovo Technician Certification within 30 days of employment

Preferred

• CompTIA A+ certification or equivalent experience
• Experience repairing Lenovo laptops and desktops
• Experience using helpdesk ticketing systems, particularly Incident IQ
• Experience supporting technology in a K-12 educational environment
• Experience troubleshooting and repairing printers, projectors, TVs, and other technology equipment, * Ability to read and follow technical documentation, vendor instructions, and deployment procedures
• Ability to communicate technical information clearly to non-technical users
• Strong written communication skills for ticket documentation and asset tracking

Problem Solving & Organization

• Ability to manage device inventory and maintain accurate records
• Ability to prioritize support requests based on urgency and impact
• Ability to recognize when escalation is necessary and follow established procedures

Pulled from the full job description

• Tuition reimbursement
• Parental leave
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Employee discount, Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

While performing the duties of this role, the employee is regularly required to:

• Sit, stand, walk, talk, hear, and use hands to operate technology equipment
• Lift, move, and transport technology equipment weighing up to 50 pounds
• Bend, reach, and work in classrooms, offices, storage areas, and technology spaces throughout campus
• Travel throughout the school campus to provide onsite technical support

Cardinal Gibbons High School is committed to fostering an inclusive and supportive educational environment and seeks candidates who are passionate about serving students, faculty, and staff through excellent technology support., * 401(k) matching

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance