Help Desk / Technical Support Specialist

Job Level
Entry-level position
Job Category
Specialist / Associate
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

● Strong customer service and troubleshooting skills.
● Ability to communicate technical information, both verbal and written, to a wide range
of end users
including children of various ages.
● Ability to work individually and within a team.
● Ability to learn new systems and technology
● Proficient in Windows, Mac OS X, iOS, Google Apps
● Active Directory maintenance and Exchange 2010 & 2013
● Familiarity with Apple Remote Desktop
● Strong knowledge of Apple desktop, laptop, iPad and iPhone devices, Microsoft Office
for Mac 2011+, and Apple iWork applications.
● Working knowledge of Client connectivity ethernet,
wireless, DNS, DHCP.
● Independent ability to research technical problems and solutions.
● Working knowledge of file servers and permissions.
● Occasionally lift up to 60 lbs for equipment installation.
● 2+ years experience working in a Windows/Mac environment.
Preferred Experience:
● Apple ACMT and OS X certifications
● Citrix Receiver
● Maintaining enterprise class printers (Specifically Xerox)
● Cisco wired/wireless networking equipment and phone systems
● SolarWindows WebHelpDesk
● Knowledge of Adobe Creative Suite
● Terminal / shell
● Working knowledge of VMWare products and a virtual server environment
Salary is competitive and commensurate with education and experience. Graland provides an excellent compensation
package of benefits. Professional development, including pursuit of advanced degrees, is strongly supported
Reports to: Director of Information Services

As a part of the Graland Information Services team, this employee will assist other technology staff as needed in supporting and maintaining faculty, staff, and student devices, software, and networks. This work will include installation, upgrade and repair of all technology related equipment as directed. This employee will provide assistance in identifying and resolving problems in classrooms, computer labs, and administrative offices.

Responsibilities include:
● Manage and resolve tier 1 help desk inquiries form entire school community via phone
and ticket management system in a timely manner.
● Provision user accounts, phones, computers, and other devices for new employees.
● Assist in supporting A/V equipment in conference rooms and other venues when
● Maintain current inventory of all information technology assets school-wide on an
ongoing basis.
● Assist in maintaining technical facilities and offices.
● Occasional after hours work may be needed.
Sarah Young