Help Desk Technician

Help Desk & Technology Support Specialist

Westtown School seeks an experienced and self-directed Help Desk & Technology Support Specialist with strong problem-solving, communication, customer service, technical, and organizational skills. Reporting to the Director of Information Technology, this technical support professional will assist teachers, students, families, and staff in using technology successfully across all school programs. This is a full-time, year-round position.

Westtown School is a Quaker independent pre-K to 12, college-preparatory day and boarding school located in suburban West Chester, PA, approximately 30 miles from Philadelphia. Situated on a beautiful 600-acre campus, Westtown offers a challenging and diverse curriculum that emphasizes action-based education, critical thinking, collaboration, service, and social action. Committed to character innovation since 1799, Westtown inspires and prepares students to become stewards and leaders of a better world.

Position Description

The Help Desk & Technology Support Specialist will provide technical support and training to students, families, faculty, and staff. This position requires a combination of technical expertise and interpersonal communication skills. The ideal candidate should have extensive knowledge of productivity and educational software, computer and mobile operating systems, and computing and audiovisual equipment. They will need to be excellent learners and problem solvers who can quickly familiarize themselves with unfamiliar software to diagnose and resolve issues for community members. They should be good listeners and effective communicators who can understand operational and educational requirements and translate them into effective, accessible technological workflows. They must also be able to deliver exceptional in-person training and clear written technical instructions to a wide range of end users.

Essential Responsibilities

• Managing a caseload of technical support requests - receiving, responding, resolving - that are submitted via phone, email, and the school's technology ticketing system;
• Supporting schoolwide use of the student information and learning management systems
• Supporting schoolwide data management and reporting needs through the creation and maintenance of complex spreadsheets and reporting dashboards.
• Supporting schoolwide use of Google Workspace software;
• Managing user accounts across multiple software platforms;
• Creating and updating online support tips, directions, tutorials, and documentation;
• Developing and leading training sessions for faculty, staff, and students;
• Configuring, imaging, deploying, and inventorying school-owned devices;
• Troubleshooting classroom AV technology issues;
• Facilitating repairs with third-party vendors and monitoring warranty work.

Qualifications

• BA or BS degree required
• A minimum of three years' experience providing technical support, preferably in an academic environment
• Strong customer service orientation
• Excellent oral and written communication skills
• A demonstrated commitment to continuous learning and professional development
• Experience developing and delivering technical training
• In-depth knowledge of computer and mobile operating systems (Windows, MacOS, Chrome OS, iOS, Android)
• Familiarity with an array of educational software platforms, including learning management systems and student information systems
• A demonstrated commitment to using technology to enhance an inclusive school community based on cultural competence, commitment to social justice, and respect for all voices;
• A strong character with a team-oriented spirit and the ability to connect meaningfully with all constituents throughout our diverse community.