Technology Help Desk - Tier 1 Support

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

Essential Functions:

  • Take initial telephone and email inquiries from faculty, staff, students and parents

  • Log all call activity and maintain database of email inquiries

  • Manage Tier 1 hardware, software and network problems; recognize and escalate more difficult issues to Tier 2 support

  • Provide assistance to students, faculty, staff and parents in navigating school-wide systems

  • Setup and install computers, monitors, printers, scanners, and peripherals; relocate existing equipment as necessary

  • Troubleshoot mobile devices, desktops, laptops, printers, peripherals, cabling and other related devices

  • Troubleshoot basic network connectivity issues with Wi-Fi and LAN & basic issues with classroom desktop phones

  • Coordinate technology setups for substitutes

  • Coordinate technology setups for school-sponsored events

  • Performs other related duties as assigned by the Director of Educational Technology


  • Ability to clearly communicate technology solutions in a user-friendly, professional manner to all school constituents
  • Ability to troubleshoot and define problems and recommend/implement appropriate solutions
  • Must have a sense of urgency and a customer-friendly attitude
  • Ability to work in a team environment
  • Strong technical understanding of technology, including the various hardware, software and networking systems being supported
  • Associate's degree or completion of coursework at a technical school preferred; High school diploma with appropriate certifications will be considered
  • Minimum of 1 year of experience in a similar position or equivalent training and experience
  • Experience with a range of software, hardware, and operating systems including Mac OSX, Mac iOS, Windows, Google Suite, Microsoft Office, Remote Desktop, and Filemaker
  • Able to use basic office equipment
  • Committed to inclusion and issues of social justice and equity

Physical Requirements and Work Environment:

  • Frequently lift up to 30 lbs. of computer equipment

  • Crawl under or around furniture to install computer equipment

  • Works in standard office conditions and climate