Support Desk Technician

Summary:

Reporting to the Technology Support Services Manager, the Support Desk Technician will take ownership in providing multi-level support to students, faculty, and staff for any and all computer-related issues, including software, hardware, networking and mobile devices. They are responsible for troubleshooting system configurations, classroom technologies such as projectors and interactive whiteboards, learning management systems (currently Canvas), and campus-standard software suites, including G Suite, Microsoft Office, and Adobe Creative Cloud.

The Support Desk Technician is also responsible for installing and upgrading all computer hardware for the Lawrenceville Community, as well as assessing helpdesk trends. Their primary responsibilities include supporting the community using helpdesk software and other support tools, as well as assisting with device management, user maintenance, and event management.

Essential Duties & Responsibilities:

• Efficiently respond to and resolve assigned support tickets, including deployment, repair, issue troubleshooting, and customer support. Provide technical assistance and troubleshooting for a wide range of technologies across campus, including:
• Campus software and systems, including (but not limited to) Microsoft 365, Google Workspace, Adobe Creative Cloud, Veracross, Canvas LMS, and Zoom.
• Technology hardware, including (but not limited to) laptops, desktops, printers, copiers, iPads, tablets, and other computer peripherals and mobile devices.
• Classroom and meeting space technology, including (but not limited to) projectors, displays, interactive whiteboards, microphones, speakers, and portable A/V systems.
• Follow the Service Level Agreement (SLA) and achieve an acceptable score for all tickets. Note: SLA is only counted during your regular work schedule (weekends are not used to calculate and score SLA times).
• Provide support for network connectivity issues, including Wi-Fi access, VPN connections, and account login troubleshooting.
• Serve as the first point of contact for customers seeking technical assistance. Appropriately escalate support tickets when needed.
• Answer Support Desk phone, email, and walk-up inquiries. Perform onsite and remote troubleshooting when appropriate. Provide accurate information on IT products and services, as well as policies and procedures.
• Record technical issues and request timely support in the support desk ticketing system. Use the ticketing software to maintain notes, document pertinent information, and record resolutions.
• Proactively alert management to high-priority issues, unresolved tickets, or situations requiring higher technical expertise. Partner with team members to coordinate the onboarding process for faculty, staff, and students.
• Maintain inventory of school assets by documenting hardware, including equipment asset tags, serial numbers, assigned user, and warranty information.
• Provide technical support for users' onboarding and offboarding, including account creation, access setup, equipment preparation, and account deactivation in accordance with IT policies and procedures.
• Assist with preventative maintenance on user-facing devices. Deploy and configure computer images, software packages, and updates across campus systems in accordance with ITS standards.
• Partner with Team Members for all campus events requiring technology support.
• Perform routine tasks for the VoIP phone system, including adds, moves, and changes.
• Assist with the technical training of new Support Technicians.

Non-Essential Duties and Responsibilities:

• Occasional weekend/evening and or holiday work may be required. Coordinate with ITS team members and other departments in support and preparation for annual or cyclical campus events such as student orientation, Family Weekend, Graduation, and Board of Trustees meetings.
• Other duties and projects as assigned, given the rapidly changing and mission-critical nature of the department's responsibilities.

• Bachelor's degree in Information Technology or related discipline.
• 1-2 years of experience supporting technologies in a mid-size educational environment.
• Industry standard certifications such as MCP, CompTIA A+, Network+, or ITIL are preferred.
• Experience using mobile device management systems, deploying images and software packages, and working with Microsoft Active Directory Services is preferred.
• Advanced understanding of Windows OS, latest version of MacOS, and Microsoft Office.
• Ability to communicate technical concepts to non-technical individuals.
• Organizational and problem-solving skills. Operate efficiently, learn, adapt quickly and lean forward.
• Customer service skills, be able to multitask and work independently as well as cooperatively as part of a small team in a busy environment. A "customer-first" mentality.
• Excellent verbal, written, and interpersonal skills for interaction with all levels of the school community are required.
• Self-motivated team player with desire and drive to learn and grow.
• Forward thinker with a proactive mindset and attention to detail.

Work Characteristics and Physical Demands:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift 50 lbs. (PCs, peripherals)
• Physical demands are in excess of those for sedentary work. Must be able to remain on their feet for extended periods of time, go up and down flights of steps, as well as bend, stoop, kneel, crouch, and lift.
• Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines, etc.
• Required to talk, hear, walk, use hands to finger, handle or feel and reach with hands.
• Must be capable of using visual display terminal with continuous wrist movement on a keyboard.
• Required to work some weekends, evenings and holidays in conjunction with School calendar and events,
• The office is an open office environment.
• Ability to see with normal parameters.
• Operates in a professional work environment.

The Lawrenceville School is a diverse and inclusive community and makes all employment decisions without regard for an individual's race, creed, color, religion, national origin, nationality, sex, pregnancy, affectional or sexual orientation, gender identity or expression, age, veteran status, physical or mental disability (including AIDS and HIV related illness), genetic information, refusal to provide genetic information, refusal to submit to genetic testing, ancestry, familial status, marital status, domestic partnership status, civil union status, atypical cellular or blood trait, military service, application for military service, or any other characteristic protected by applicable law. The Lawrenceville School will also provide reasonable accommodations for qualified individuals in accordance with applicable law.

The Lawrenceville School conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful completion of the background check.

Eligible employees receive a competitive benefit package that includes health insurance coverage, paid leave and retirement plan options and many other valuable programs.