Helpdesk Technician & Jr. Systems Administrator

JOB GOAL:

Under the supervision and direction of the Director of Information Technology, provide specialized technical support services to assist students and staff in the use of the OLP technology to increase the effectiveness of the total educational technology program.  Provide insightful advice and friendly, hands-on technical support to all OLP.  Quickly diagnose technical issues on the spot (the OLP Digital Lounge and throughout campus classrooms/offices), explaining situations with patience and empathy.

 ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Provide software and hardware technical support to all instructional staff; perform hardware setups, software installations, and configurations for computer systems and peripherals; tutor individuals and small groups; assist in the installation of maintenance of the local area network for the purposes of maintaining reliable data communication services; diagnose and resolve problems and malfunctions using test programs and equipment; assist students/faculty/staff in the use of instructional materials; assist computer instruction staff and assistants in hardware and software setup in the classrooms; use administration software to provide access for users and groups; assist in network configuration modifications; may assist in the development and supervision of extracurricular student activities, parent in-services, and related community programs; provide technical and training support; maintain work space in a clean and orderly condition; preview software and be able to recommend the purchase of new and replacement hardware and software; duties may vary, depending upon the site assignment; perform other duties as assigned. Operate PC/Mac/Google/Android/Chrome/iOS platforms, Ring security cameras, iPads, scanners/copiers, and other peripheral equipment; perform repairs; install and configure wired and wireless networks.  Maintain accurate records.  Understand and follow oral and written instructions.  Establish and maintain cooperative and effective working relationships with others.  Plan and schedule work.  Meet established timelines.  Ethical handling practices for programs and stored information.  Provide on-site assistance to teachers, administrators, and staff.  Load, configure and maintain educational software.  Isolate equipment malfunctions and run software diagnostic problems.  Assist with network and hardware set-ups as requested. Perform preventative maintenance on technology equipment, as necessary.  Report and arrange for repairs through appropriate personnel; prepare and submit work orders, as necessary.  Provide multimedia support as needed, including presentation systems, cable television hookups, scanners, and others; assist with hook up and operation of video broadcast systems and theatre systems.  Fulfill OLP’s Technology Team service commitment with style, speed, and skill. 

KNOWLEDGE OF:  

Troubleshoot, repair, and maintenance procedures for computer systems, software and peripherals; basic instructional methods and techniques; safe practices in school environment; knowledge of how remote network management operations and techniques, Internet access, management and use of computer software can be used to enhance learning; correct English usage and grammar; interpersonal skills using tact, patience and courtesy; record-keeping; positive role model for students in language, appearance, and attitude.  Operation, maintenance and capabilities of personal computers and peripheral equipment.  Computer software usage and applications. Correct keyboard techniques.  Data input and retrieval techniques.  Basic understanding of instructional methods and techniques.  Data communications equipment and microcomputer hardware and software products. Familiarity with network technologies and following software/SaaS (software-as-a-service):

ABILITY TO:  

Maintain composure and customer focus while troubleshooting and solving technical issues.  Troubleshoot and repair hardware to the component level on computer systems and peripherals; diagnose and repair software problems, peripherals, and networks; tutor and demonstrate diagnostic and maintenance techniques; develop, maintain, and update maintenance, licensing, and inventory records in databases; work with minimum supervision; develop written communication; maintain confidentiality; follow written and oral instructions; communicate effectively with students and adults; work with community members; other related duties as assigned. Prioritize repair requests and respond appropriately to emergency requests.  Work effectively with strict timelines (excellent time management skills and can make decisions quickly), numerous contacts and the necessity of accuracy.  An aptitude for acquiring skills in technical repairs and eagerness to learn.   

Qualifications and Terms of Employment:

Graduation from a 4 year college with an Bachelor’s Degree in Computer Science or a related field or graduation from an accredited technical school with a major emphasis in network support or computer systems repair, OR equivalent experience; three years’ experience working as an Service Technician or related experience; experience working as an authorized (certified) Lenovo/Microsoft/Apple Repair Technician (iPad/iOS/Mac/ACMT desirable); experience in the field may be substituted for the requirements where appropriate; experience in a High School based instructional program or in a recreational program for school age children is desirable.  Technical certifications (COMPTIA A+, MCSA, MCSE, CMNO/CMNA/CCNA, etc.) and/or experience in an IT support role are a plus.

Working Conditions:

Environment - Computer lab, school sites, office environments, MDF, IDF, ceiling spaces

Physical Abilities

- Hearing and speaking to exchange information

- Seeing to view a computer monitor

- Dexterity of hands and fingers to operate a computer keyboard and grasp objects

- Lift and move equipment up to 50 lbs.

- Sit, squat, bend, carry, stretch, crawl and stoop