Help Desk Technician

Key Responsibilities
● Understanding of PC and Mac Platforms, understanding of network systems, computer
and computer Design, multi-tasking, project management.
● Provides technical hardware and software support for student and staff Mac laptops,
Windows computers, printers, iPads, smart-phones. (total devices is approx. 700 units).
● Configures and manages profiles and iOS applications on approximately 150 iPads.
● Performs imaging/updating all SMLS laptops (staff/students) over the summer and
throughout the year as needed.
● Manages assets (Mac/Windows PC/iPads etc.) in Web Help Desk with assets tied to user
accounts via serial numbers.
● Configures printing devices and drivers for all devices (Mac & Windows).
● Manages users in PaperCut print queue server and configures Canon photocopying
accounts for staff.
● Administers Service Desk ticketing server (creates new users, adds assets, manages
incoming IT requests, delegates tickets to other IT Staff where necessary).
● Manages IT Help Desk supplies and peripherals, recommends new purchases to the
Director of IT.
● Provides audio/video support and configuration – projectors, Epson Brightlinks, RevTouch
interactive displays, audio equipment, presentation setups.
● Assists in administering Google Workspace for Education (Gmail, Calendar, Drive etc.
including User accounts, access, groups etc.).
● Researches and tests new versions of operating systems, applications, and hardware for
future hardware and software deployments.
● Troubleshooting general technical issues for staff, students and SMLS community.
● Troubleshooting, managing and maintaining specific systems such as: MDM (JAMF Pro),
Apple School Manager, Papercut print queue server, Google Workspace for Education,
Adobe Creative Cloud, Apple Caching Server, Blackbaud Education Management suite
(MySMLS).
● Troubleshooting, managing and maintaining iPads (iOS and app deployment).
● Assist with summer laptop upgrade/deployment: student/staff laptop upgrade and deployment
(approx 700 laptops), ensure accuracy of configuration, ensure completion at specified
timeframe (September), troubleshoot upgrade-related technical issues, iPad management
and deployment (appx 150 iPads).
● Window devices, deployment, troubleshooting and maintenance.
● Tracking and inventorying SMLS devices.
● Coordinate with external repair shops for hardware related issues.
● Manage supplies and peripherals, order as needed.
● Conduct project brainstorming and research sessions with the IT Department.
● Managing ticketing system: monitoring and assign IT support tickets accordingly, reviewing
tickets resolutions to ensure quality and accuracy, manage users, and manage inventory.
● Develop proper documentation for troubleshooting and system maintenance procedures.
● Identify technical inefficiencies in systems workflow.
● Ensure projects are completed in the timeframe specified and within the budget.
● Identify opportunities for improvement, efficiencies, trends and/or issues for the Help Desk.
● Provide regular updates on Help Desk operations and projects to the Director, IT.
Who You Are
Your Strengths
Above all else, the successful candidate is a champion for girls’ education. You are also:
● An enthusiastic, articulate, and creative individual who communicates with ease and
confidence.
● A critical thinker who demonstrates initiative, integrity and attention to detail.
● A team player who enjoys being part of a vibrant, collaborative community and
contributes positively to all areas of the school.
● An initiator who challenges the status quo and seeks better and alternative means of
achieving exceptional business results.