IT Help Desk Technician

JOB TITLE

IT Help Desk Technician

REPORTS DIRECTLY TO

Director of IT

JOB PURPOSE

The Help Desk Technician provides technical support and assistance as the initial point of contact for end-users with any IT-related issues. The Help Desk Technician typically addresses common problems like password resets, software installation troubles, and basic connectivity issues. They actively listen to user concerns, diagnose problems through troubleshooting steps, and implement solutions from a knowledge base.

DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for all employees and students seeking technical assistance with the technology devices.
• Troubleshooting computers in a Networked environment as well as copiers and printers across campus.
• Monitor and respond to the help desk system to provide daily technical support as well as analyze and report on Help Desk performance.
• Setting up requested equipment for presentations and providing end-user assistance including training, documentation, and equipment setup/takedown for events.
• Maintain accurate inventory and reports of school equipment.

QUALIFICATIONS

Required Skills and Experience

• Experience with problem solving and troubleshooting computer hardware, software, and related equipment such as printers, projectors and Smartboards.
• Ability to clearly communicate technology solutions in a user friendly, professional manner to all school constituents in person, on the phone, via email and through written documentation.
• Highly organized with a detail-oriented approach to work ethic.
• Must be able to work both independently and demonstrate commitment to working in collaboration with a team.
• Motivated to learn with an ability to follow instructions, share expertise and take on new projects and challenges.
• Excellent technical, troubleshooting, and customer service skills.
• Must be able to communicate effectively and professionally with faculty, staff, administration and students.

Qualifications

• Knowledgeable in the following:
• OS X-Mac desktop computers
• IOS - ipads
• Windows OS
• ChromeBooks
• 3 - 5 years experience with diagnosing and resolving basic computer technical issues.
• High school diploma required; Bachelor’s preferred.
• Must be at least 18 years of age and authorized to work in the United States.

RESIDENTIAL LIFE RESPONSIBILITIES

N/A

PHYSICAL REQUIREMENTS

Physical demands include dexterity for office machines including but not limited to computers, telephones, electronic calculators, copy machines, and printers. Common physical demands include stooping, bending, reaching, walking, and sitting or standing for extended periods.

ACCOMMODATION

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by Administration on a case-by-case basis.

EQUAL EMPLOYMENT OPPORTUNITY

Wilbraham & Monson Academy is an equal opportunity employer. It is our policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants, without regard for race, creed, religion, national origin, sex (including sexual orientation, gender identity, or expression), and pregnancy, age, physical or mental disability, genetic information or veteran status.

DIRECT REPORTS

N/A

JOB TYPE

Full-Time, Hourly Non-Exempt. This is a 12 month position

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekdays
• Weekends as needed

People with a criminal record are encouraged to apply

Work Location: In person