Help Desk Technician

Collegiate School seeks a Help Desk Technician to work in the School’s Technology Office. The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The Help Desk Technician position requires skills that reflect an independent, self-motivated problem solver who has the ability to use diagnostic tools and tracking programs to document and resolve technology related issues. This individual will provide daily in-person, hands-on help at the Help Desk location(s) on campus. The Help Desk Technician will also provide support for the school’s audio-visual systems and other classroom technology. This is a 12-month, 40 hour per week, on-campus, non-exempt position that reports to the Director of Information Technology.

General responsibilities include:

• Field incoming help requests from end users in-person and via telephone/e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities and testing plans to aid in problem solving.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Manage help desk loaner pool, including laptops, cables, adapters, etc.
• Troubleshoot and repair classroom projectors, sound, cables, wall plates, dvd players, etc.
• Support onboarding of new employees.
• Receiving, cleaning, and deploying computer equipment during the summer.
• Replace and repair UPS systems in network closets.

Successful candidates will possess the following qualifications and competencies:

• Customer service orientation with exceptional interpersonal skills and an ability to focus on rapport-building, listening, and questioning to understand customer needs.
• Ability to present ideas and solutions in user-friendly language.
• Experience working in a team-oriented, collaborative environment.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to resolve basic computer hardware issues, including desktop/laptop computers and tablets.
• Experience troubleshooting desktop operating systems, including Mac OS and Windows.
• Experience with support of web browsers, Office applications, Google suite, and Apple devices.
• Strong documentation skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Certifications in Apple, Windows, or Comptia A+ preferred but not required.

Required Competencies:

• Excellent communication skills with the ability to communicate the School’s shared purpose; builds trust among colleagues; is accountable; lives up to commitments.
• Proven cross cultural competency skills demonstrating self awareness, awareness of others and the ability to adopt inclusive perspectives, attitudes and behaviors to drive inclusion and belonging in the ongoing development and maintenance of an inclusive campus community.
• Demonstrates a strong commitment to a servant leadership model focusing on the growth and development of the team to successfully fulfill shared goals.
• Understands the big picture and handles areas of responsibility in a manner consistent with the School’s mission and values. Offers assistance within the office especially during busy times.
• Relates to the Collegiate community including faculty, staff, students, parents and applicants in a cooperative manner.
• Meets deadlines, demonstrates effective use of time and handles multiple assignments simultaneously.
• Understands the need for growth and is receptive to constructive feedback.
• Maintains confidentiality at all times.

It is critical that candidates demonstrate a commitment to the School’s Core Values and Mission HONOR Personal integrity and devotion to the truth, which make one trustworthy, forthright, responsible and fair.

LOVE OF LEARNING

A creative spirit that promotes intellectual and personal growth through exploration, inquiry and openness to change. EXCELLENCE A sustained commitment to meeting high standards of character, achievement and personal accountability. RESPECT Fundamental regard for the dignity and worth of each individual. COMMUNITY A commitment to responsive and compassionate citizenship and service on campus, in the local community and in the broader world. Who we are Collegiate School is a co-educational, independent day school located in Henrico County, within 20 minutes of downtown Richmond, Virginia, for students in Junior Kindergarten through 12th grade. For more than 100 years, Collegiate has nurtured inquisitive thinkers, responsible citizens, and compassionate leaders. Grounded in the values that have sustained it over the course of more than a century, Collegiate provides its nearly 1,700 students with an engaging academic environment dedicated to preparing them for a globally connected and changing world. The essence of Collegiate School is the richness of relationships among students, faculty, parents, administrators, and alumni in a dynamic learning community with high personal and academic expectations. This exceptional educational environment enables students to develop their potential for intellectual growth, leadership, and service. Why Collegiate? Collegiate School is well-regarded for developing students into citizens who lead, serve and shape the world. We do so with the help of a caring faculty and staff who also have opportunities to lead, serve and shape the world, through the young lives they touch. Below are just a few examples of some of the great advantages of working at Collegiate:

• Excellent professional development opportunities for faculty and staff
• Collaborative working environment
• A rich employee benefits package (which includes free lunch!)
• Opportunities for growth and leadership
• An environment that fosters creative and innovative instruction

The School is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, gender (including pregnancy), age, religion, national origin, ancestry, sexual orientation, disability, veteran or military status, marital status, genetic information, or any other status protected by applicable law. Employment decisions at the School are based on merit, qualifications and skills.