Help Desk Technician

Mission: Saint Ursula Academy is a vibrant educational community founded on the strength of our Catholic faith and Ursuline values. Saint Ursula Academy promotes academic excellence and fosters a welcoming, respectful, and diverse community. Saint Ursula Academy graduates women filled with faith, integrity, and courage, ready to make a positive impact in the world. Job Summary: The Help Desk Technician is responsible for assisting the Chief Technology Resource Officer (CTRO) and associated Technology Team in the planning, implementing, and managing of technology at Saint Ursula Academy. The position is responsible for first-level problem determination, problem/incident recording, problem resolution, and problem escalation. Provide technical software, hardware, and network problem resolution to all personal computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; communicate technical solutions in a courteous, professional manner; provide one-on-one end-user training as needed; assist other technology personnel; troubleshoot printer problems; escape more complex end-user problems as needed; and conduct hardware and software inventory database maintenance and reporting. Responsibilities/Duties: Support the mission as described in the mission, vision, and core values statements of Saint Ursula Academy. Works cooperatively with other personnel and departments to ensure a welcoming environment for students, parents and visitors to the school. The Help Desk Technician fields Help Desk calls from users and creates the initial record of the request; resolves end-user problems; escalates requests as necessary. Troubleshoot and resolve computer and printer hardware and software problems. Install new software on users' computers. Provide basic technology training and guidance to faculty, staff and students. Assist with inventory management by maintaining accurate records of IT equipment and software licenses. Clean, modify, and repair hardware including laptop computers, desktop computers, monitors, keyboards, printers, etc. (*repair at the Technology Team’s discretion). Setup and teardown audio-visual equipment in support of events. Provide good customer service to end-users in person, via phone calls, or emails. Provide first-level contact and problem resolution for all users with hardware, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. Assists with user accounts, passwords, permission, and access. Provide accurate and timely logging of problems and resolutions for problems in the Help Desk problem management database. Obtains and conveys concise problem information for external and internal service personnel. Escalate problems as appropriate following help desk procedures. Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem-resolution process. Review and update Help Desk documentation as assigned. Reviews and recommends modifications to procedures with CTRO. Perform other duties as assigned. Education/Experience: Requires a High School Diploma. One to three years experience in IT support. Possess or is willing to obtain a CompTIA A+ certification within 12 months. Possess or is willing to obtain a Dell Certified Technician certification within 12 months. Google Workspace experience or certification preferred. Knowledge, Skills & Abilities: Strong customer service skills and professionalism are required. Patiently work with nontechnical users. Experience with educational institutions preferred. Knowledge of computer hardware and software, wireless networks & portable electronic devices. Basic networking and Wi-Fi trouble shooting. Experience in computer hardware and software troubleshooting. Proficient with Windows 10 and 11, Google GSuite, and Microsoft Office applications. Ability to diagnose a problem rather than simply follow a script. Ability to quickly learn the use of other school-related software. Active listener with excellent interpersonal, oral and written communication skills. Able to prioritize work daily in order to meet critical deadlines. Able to work in a busy office environment, demanding high levels of concentration while inputting, checking and making calculations, while also coping with frequent interruptions, e.g. responding to staff/customer inquiries with minimal re-work. Physical Requirements: Must be able to sit for prolonged periods in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs.), bending, standing, climbing or walking. Saint Ursula Academy (SUA) is a vibrant and supportive community. SUA is an awardee of the Best Workplace in Ohio for 2026, 2025, 2024, and 2023. Awarded by Ohio Business Magazine, this designation honors businesses, large and small, that demonstrate the exceptional qualities that make this region a great place to have a career. #J-18808-Ljbffr