IT Help Desk Technician Level 2

IT Help Desk Technician Level 2

Divine Savior Ministries is seeking an experienced Help Desk Technician Level 2. Working under the supervision of the Chief Information Officer, the Helpdesk Technician Level 2 will work and document to ensure the technology infrastructure of the campuses are operating at a high level. As a Helpdesk Technician Level 2, you will be responsible for providing technical assistance and support to end-users in a timely and professional manner.


With technology use being central to many aspects of the school, the Helpdesk Technician Level 2 will fulfill a variety of functions, interacting regularly with all staff members and students in troubleshooting and maintaining the hardware and software deployed across the district.

Values

The core values of Divine Savior Academy are the following:

• Walk with God: I follow Jesus in all areas of my life and am active in a Christian community.
• Lead with a servant's heart: I find ways to positively influence and help those around me.
• Thrive through cooperation: I choose to work with others towards a common goal, so we can go further together.
• Practice a growth mindset: I see my challenges as opportunities to learn and believe I can improve over time.
• Live boldly and confidently: I trust God has a good plan for me, so I take big chances and try new things.

Duties

Systems Support:

• Fully support Google Workspace and Microsoft Azure Environments
• Support PaperCut Print Access Environment
• Support Smart Classroom Display Environment
• Support Digital Signage Environment.

Network Support:

• Fully support campus networks and in-house servers
• Coordinate to install and integrate new Network Hardware and Security Measures
• Monitor and apply necessary updates to network switches, access points, firewalls, and servers
• Support and administer third-party applications
• Coordinate to ensure network security and connectivity
• Monitor network performance (availability, utilization, throughput, latency) and test for weaknesses
• Set up user accounts, permissions, and passwords
• Resolve problems reported by end users
• Collaborate on network policies and procedures
• Research and make recommendations on network systems

Device Management:

• Organize and inventory campus devices
• Perform updates on machines
• Run PowerShell scripts for campus software
• Follow iOS and student macOS setup and deployment processes utilizing Jamf
• Follow staff macOS setup and deployment processes
• Follow PC setup and deployment processes with InTune and EndPoint Manager
• Setup printer access processes to users according to policy
• Oversees printer repairs, connectivity, and support
• Follow other hardware processes given by the Chief Information Officer

Access and Security:

• Follow ICT Physical Access card deployment processes.
• Troubleshoot, update, and upgrade security cameras.
• Access footage and share with campus administration as outlined by the Chief Information Officer
• Provide access to security systems as outlined by the Chief Information Officer
• Protect and inventory hardware, cabling, and other IT equipment in various IDF and MDF rooms.

Telecommunications:

• Update Phone Extensions and Lists
• Update provision URL as VoIP provider directs
• Coordinate with VoIP to maintain updated processes and procedures
• TCP/IP into phones to update as necessary
• Add ATA appliances as necessary
• Ensure elevator, fire, and fax phone lines are active and operational

Vendor Relationship:

• Maintain positive vendor relationships
• Coordinate with vendors to complete various projects
• Look to find other vendors that are more qualified, less expensive, timelier, as the organization sees fit.

General Campus IT:

• Install and configure software and hardware
• Set up accounts and workstations
• Monitor performance and maintain systems according to requirements
• Troubleshoot issues and outages
• Document and track all support requests using a ticketing system
• Escalate issues to the appropriate IT departments when necessary
• Assist with the development and maintenance of standard operating procedures (SOPs) for IT support
• Participate in projects related to IT service management and continuous improvement
• Other duties assigned

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred
• Strong knowledge of ITIL
• Experience with Microsoft Intune and Jamf for Apple IOS
• Familiarity with Windows and Mac OS platforms
• Experience with networking and associated hardware
• Experience troubleshooting and repairing computers, iPads, and similar devices
• Familiarity with educational software is a plus
• Possession of, or willingness to pursue applicable industry certifications (CompTIA, Microsoft Azure Administrator, Jamf 100-300, Fortinet Networks, etc.)
• The position may require the individual to work irregular or extended hours (e.g. after hours, weekends, or school vacation days)
• Willingness to travel to other campuses with given notice

Physical Requirements

• Capability to lift up to 25 pounds and access hardware in hard-to-reach spaces
• Ability to sit for extended periods and use a computer and other office equipment

Reports to:

• Chief Information Officer