IT Support Technician

Position Summary

The Help Desk Analyst serves as the first point of contact for faculty, staff, and students requiring technical assistance. This year-round position provides front-line support for Windows devices, Microsoft 365 applications, classroom technology, printers, classroom audiovisual equipment, and other school technology systems. The Analyst is responsible for troubleshooting issues, documenting requests, escalating complex problems when necessary, and delivering excellent customer service. Summer months are devoted to the preparation of student laptops for the coming school year. This person would be part of a three-member IT team, working alongside an Academic Technology Coordinator and reporting to the Director of Technology. While technical skill and knowledge are important for this role, moreover is the interest, capacity, and initiative to continually learn and adapt to new systems, applications, and situations. Good communication, patience, and flexibility with faculty, staff, and students will be essential, as will close teamwork with IT Department staff.

Essential Responsibilities

User Support

• Respond to help desk requests via ticketing system, email, phone, and in-person support.
• Troubleshoot hardware, software, network, printing, and classroom technology issues.
• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, and Office apps.
• Reset passwords and assist with account-related issues.
• Escalate complex issues to senior IT staff as needed.

Device Support

• Configure, deploy, and maintain Windows laptops and desktop computers.
• Assist with software installations and updates.
• Perform routine maintenance and troubleshooting of staff and student devices, including processing repairs.
• Support peripherals including monitors, docks, webcams, and printers/copiers.

Classroom & Educational Technology

• Provide support for projectors, audio systems, and conferencing equipment.
• Assist teachers with technology integration and classroom troubleshooting.
• Respond quickly to instructional technology issues to minimize disruption.
• Help as needed with student rostering in various edtech applications setup for start of year.

Asset Management

• Maintain accurate inventory of technology equipment.
• Track device assignments and lifecycle information.
• Prepare and image new devices for deployment.

Documentation

• Record all support activities in the ticketing system.
• Create and update user guides and technical documentation.
• Contribute to the department knowledge base.

Qualifications

Required

• Strong working knowledge of Windows.
• Familiarity with Microsoft 365 applications.
• Strong customer service and communication skills.
• Ability to diagnose and resolve common technical issues.
• Comfort with adapting to changing priorities and passion for problem solving.
• Ability to lift and move computer equipment up to 50 pounds.

Preferred

• Associate's degree in Information Technology, Computer Science, or related field.
• Experience in a help desk or customer service role.
• Experience and certifications with Active Directory, Microsoft Intune, Entra ID (Azure AD), or user/device management platforms, Blackbaud Education Management SIS and LMS.
• Experience supporting users in an educational environment.

Knowledge, Skills, and Abilities

• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Commitment to providing exceptional customer service.

Work Environment

• Primarily on-site in a school environment.
• Frequent movement between buildings, classrooms, and offices that includes stairs.
• Occasional moving of technology equipment and classroom A/V components.
• Occasional evening or weekend support for school events.

Benefits

• Generous leave policies.
• Tuition remission.
• Retirement plans.
• Comprehensive health insurance.
• Life insurance and disability protection.

Pay

Not specified in posting.