Help Desk Technician

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

Notre Dame Preparatory School, a Catholic college prep school for girls located in Towson, Maryland, is seeking a candidate for the position of Help Desk Technician. This 12-month position reports to the Director of Information Technology and provides direct technical support to faculty, staff, administration, and students.

The applicant is expected to have the skills required to provide secure, efficient, and responsive support for hardware, software, and classroom technologies utilized by the organization. Working knowledge of laptop hardware and basic network understanding (LAN, DHCP, DNS, VPN) required along with experience supporting Microsoft Windows, Office, Active Directory and Exchange clients. Mac experience preferred, although strong candidates willing to attend Apple training may apply. Strong analytical, problem-solving, and interpersonal skills are necessary. Work experience should include at least 3 years within a help desk or customer support role. Salary is commensurate with qualifications and experience.

Interested candidates should send an electronic application that contains a brief cover letter, resume and the names and contact information of three to five references to No calls please.

The Help Desk Technician reports to the Director of Information Technology of Notre Dame Preparatory School and is responsible for customer-service support to the Students, Faculty and Staff including all laptops, desktops, tablets, and classroom technologies.

Duties include, but are not limited to:

Respond to Help Desk calls via telephone, e-mail and walk in’s, creating tickets to document issues and resolutions thoroughly in Help Desk tracking system.

Prioritize all tickets, assigning proper level and technician to ensure the highest level of customer service.

Research technical solutions to problems, using all information and resources available.

Diagnose and resolve technical hardware and software issues, working with vendor support as needed.

Perform user data backup and restoration of Faculty & Staff machines as needed.

Maintain and troubleshoot leased printers/copiers on campus, creating vendor repair tickets when needed.

Support the phone and voicemail systems, including setting up new users and troubleshooting problems.

Responsible for imaging, configuring, upgrading and supporting all school computers and laptops.

Log and track all computer related hardware for asset management purposes.

Support Teachers in the classroom with all hardware including interactive and standard projectors, document cameras, desktops and other systems as necessary.

Support Student Technology Advisors (STArs) who assist at the Help Desk during lunch periods.

Support Mac Lab, performing installs, updates, and service to maintain Apple OS and Adobe environment.

Support Network Administrator with accounts administration (unlocking, password changes), maintaining Active Directory controls, and other system accounts, like Exchange.

Work with Network Administrator as appropriate to diagnose and resolve problems.

Other duties as assigned by the Director of Information Technology.

Skills, knowledge and ability must include:

Experience supporting Microsoft Windows, Apple OS X, Office, Active Directory and Exchange clients
Experience troubleshooting basic network, software, and printing problems
Experience with computer repair and hardware replacement
Strong customer service and organizational skills with a high attention to detail

Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction

Ability to communicate effectively, both orally and in writing, in a respectful manner.
Ability to analyze problems and repair hardware with a knowledge of basic software configurations
Ability to work within a team or independently
Ability to interact with individuals at all organizational levels
Dependable, reliable, responsible contributor committed to excellence and success

Physical Requirements and Work Environment:

Lift up to 20 lb. of computer and A/V equipment

Crawl under or around furniture to repair/install equipment

Climb ladders to troubleshoot, repair/install A/V and networking equipment