Serve as IT support in maintaining & supporting school systems. Supports PBDA staff needs on two campuses. Provides customer support to school administration, teachers, parents & students through our online helpdesk and through live interaction.
Position of Responsibility Tasks / Activities
Manage Freshdesk to ensure support tickets are completed within a timely manner.
Support network printing to Xerox and HP printers.
Support A/V including TVs, projectors, SmartBoards, and Amazon Fire Sticks.
Follow company policy and practices related to inventory management, service management, safety initiatives, and others.
Monitor support requests to determine larger-scale issues.
Plan and support network and computing infrastructure in tandem with Educational Technology Coordinator and outsourced partners
Provide daily assistance within classrooms and helpdesk for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking.
Provide regular written and verbal updates to the Educational Technology Coordinator and/or Admin Team on the operational status of systems supporting the education environment.
Escalate support requests & issues as needed to outsourced providers
Plan and support network and computing infrastructure in tandem with outsourced partners
Maintain and implement IT related documentation, SOPs, and best practice procedures.
Be a technology liaison for schools, clients and vendors.
Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments.
Ensure adherence to best practice safety procedures.
Review & stay current on developments, literature and technical sources of information related to job.
Follow federal and state laws, as well as company policies.
Other duties as assigned
Skills And Knowledge
Apple Operating Systems (Mojave – Big Sur) required
Windows 10 OS preferred
Mosyle or MDM experience preferred
Comptia F+ and/or A+ required or able to be acquired within 6 months of hire (or demonstrable experience in related roles).
Education environment experience preferred.
Customer service or customer facing experience preferred.
Demonstrates enthusiasm and commitment toward the job and the mission of PBDA; supports school goals and strategic priorities
Works and interacts with staff and relates to individuals at all levels of the organization.
Ability to organize and manage multiple priorities.
Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.
Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful; demonstrates high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability, positive and professional phone etiquette.
High performance teams and a strong team player.
Strong track record for analyzing problems/issues, identifying patterns and recommending creative solutions.
Proactive and takes initiative. Thinks creatively.
Drives projects to completion. Insists on highest level of quality.
Relevant technical certifications such as F+, A+, SEC+, NET+, CCNA, etc. preferred but not required.
High School Diploma required.
Bachelor's degree in computer science, information systems or equivalent combination of education and experience preferred, but not required.
Prior experience in a school environment is preferred but not required
Valid driver's license and reliable transportation required to allow for support of two campuses as needed.