Help Desk Technician

The Help Desk Technician provides responsive, professional, and service-oriented technology support to the students, faculty, and staff of Archbishop Alter High School. As a highly visible member of the Information Technology team, the Help Desk Technician serves as a primary point of contact for day-to-day technology needs and works collaboratively to ensure that technology effectively supports teaching, learning, communication, and school operations.

The successful candidate will combine strong technical problem-solving skills with patience, professionalism, and a genuine desire to help others. Because this position interacts regularly with students and employees, the Help Desk Technician must demonstrate excellent interpersonal skills and support the Catholic mission, values, and culture of Archbishop Alter High School.

ESSENTIAL RESPONSIBILITIES

• Serve as a primary point of contact for technology questions and support requests from students, faculty, and staff.
• Diagnose and resolve hardware, software, connectivity, printing, account, and application issues in a timely manner.
• Track, prioritize, document, and follow up on help desk requests to ensure issues are resolved appropriately.
• Communicate clearly and professionally with users regarding technology issues, solutions, and expected timelines.
• Provide patient, approachable support to individuals with varying levels of technology proficiency.

Devices & Equipment

• Assist with the setup, configuration, deployment, maintenance, and troubleshooting of computers, laptops, printers, classroom technology, and peripheral devices.

Support the preparation and distribution of student and employee devices.

Assist with device imaging, software installation, updates, repairs, and replacement.

• Maintain accurate technology inventory and equipment records.
• Assist with the collection, preparation, and maintenance of devices throughout the school year and during summer technology projects.

PERSONAL & PROFESSIONAL CHARACTERISTICS

The successful candidate will be:

• Approachable, patient, and service-oriented.
• Dependable and responsive.
• An effective problem solver who remains calm when addressing technology challenges.
• Able to explain technical information in clear, understandable language.
• Detail-oriented and committed to following through on requests. Comfortable working in the active, fast-paced environment of a high school. Respectful of and supportive of the teachings, mission, and values of the Catholic Church and Archbishop Alter High School.

PHYSICAL & WORK REQUIREMENTS

The position requires regular movement throughout the school building and the ability to install, move, connect, and troubleshoot technology equipment. The employee must be able to lift and carry typical computer and technology equipment and may occasionally need to work before or after normal school hours to support special events, technology deployments, or other school needs.

MISSION

As an employee of Archbishop Alter High School, the Help Desk Technician contributes to our mission of providing academic excellence and personal growth in a Christ- centered environment. All employees share responsibility for creating a welcoming, respectful, and supportive school community in which each student is recognized and valued.

Accounts, Applications & Connectivity

• Assist with the creation, maintenance, and troubleshooting of student and employee user accounts. Support access to school-approved applications, learning platforms, email, shared resources, and other technology systems.
• Troubleshoot basic wired and wireless network connectivity issues and elevate more complex concerns when appropriate.
• Assist users with password resets, authentication, permissions, and account-access concerns while following established security procedures.

Classroom & School Support

• Provide technology support for classrooms, meetings, presentations, school events, and other activities as needed.
• Work with teachers to resolve technology issues that may interfere with instruction.
• Assist with audiovisual and presentation technology when appropriate.
• Provide basic instruction and guidance to students and employees regarding the effective use of school technology.

Security & Best Practices

• Follow established cybersecurity, data privacy, access-control, and technology-use policies.
• Help identify and report potential security concerns, suspicious activity, phishing attempts, or compromised accounts.
• Maintain confidentiality regarding student, employee, and school information.
• Promote responsible and secure use of school technology resources.