What are the responsibilities and job description for the Help Desk Coordinator position at LOYOLA HIGH SCHOOL OF BALTIMORE INC.?
Job Details
Position Description
Title: Helpdesk Coordinator
Status: 12 Month, Full-Time
Department: Technology
Availability: June 2024
Compensation: Competitive
Organization Description:
Loyola Blakefield, a Catholic, college preparatory school, established by the Jesuits and imbued with the spirit of Ignatius Loyola, forms men to serve with and for others. The Loyola student is preparing to graduate as a man of integrity, who, because he strives “to find God in all things,” is open to growth, intellectually ambitious, religious, loving, and committed to diversity and doing justice.
Our students come from all walks of life and so do our teachers and staff. As such, we actively seek to recruit and retain a faculty and staff reflective of the diverse backgrounds and experiences of our student body. Through inclusive hiring practices, we ensure a community of connection and belonging where everyone can thrive.
Job Description:
The Helpdesk Coordinator serves as the primary point of contact for all technical support needs within the school community. This role requires a customer-focused individual with strong communication skills and a knack for problem-solving. The Helpdesk Coordinator will be responsible for providing timely assistance to faculty, staff, students, parents, and alumni, ensuring that all technology-related issues are addressed promptly and efficiently. The role encompasses a wide range of responsibilities, including managing incoming calls and emails, troubleshooting hardware and software issues, assisting with classroom technology integration, and providing general office and vendor contract support.
Key Responsibilities:
- Technical Support:
- Provide first-level technical support for all users, including faculty, staff, students, parents, and alumni.
- Troubleshoot hardware and software issues related to Microsoft Surface devices, printers, copiers, and other peripherals.
- Assist users with software installations, updates, and configurations.
- Diagnose devices issues and escalate as necessary.
- Helpdesk Management:
- Manage incoming calls, emails, and support tickets, ensuring timely response and resolution.
- Prioritize and escalate tickets based on urgency and impact on school operations.
- Follow up with users to ensure their technical issues have been resolved satisfactorily.
- Collaborate with faculty to address any technology-related issues in classrooms, including interactive whiteboards, projectors, and audio-visual equipment.
- Assist with the setup and configuration of classroom technology for special events and presentations.
- General Office and Vendor Contract Support:
- Assist with general office tasks, including document preparation, data entry, and record-keeping.
- Manage vendor relationships and contracts related to technology services and supplies.
- Coordinate equipment repairs and maintenance with external vendors as needed.
Qualifications
- Proven experience in a technical support role, preferably in an educational setting.
- Strong troubleshooting skills with a focus on customer service.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team in a fast-paced environment.
- Attention to detail and strong organizational skills.
