Service Desk Technician

The Service Desk position provides technical support for campus members, including hardware and software assistance. It is also responsible for coordinating orders, repairs, and maintaining the school’s equipment and inventory.

Essential Duties and Responsibilities 

Asset Management

• Manage Apple and Windows systems, including computers and iPads.
• Maintain accurate inventory of hardware and work with vendors for orders, returns, repairs, and replacements.
• Utilize MDM software (JAMF and Manage Engine), Active Directory, Google Workspace, and OS-specific software.
• Write and use basic scripts for task automation.
• Set up, troubleshoot, and maintain audiovisual equipment.
• Perform basic printer maintenance and coordinate repairs with vendors.

Support Services

• Monitor the Spiceworks ticketing system, respond to requests, and log detailed solutions.
• Assess incidents and respond promptly, following policies and procedures.
• Support students and faculty with the 1:1 iPad program and related devices.
• Troubleshoot and repair computer hardware, software, and devices like printers and projectors.
• Assist with technical issues involving LAN, Wi-Fi, and other systems.
• Provide weekend IT support when needed.

Training & Education

• Develop and lead employee training sessions for new or updated software, hardware, and new users.
• Create and update written guides, multimedia tutorials, FAQs, and online resources.
• Collaborate with the team to review and update documentation annually.
• Research and suggest improvements in technology for the department and campus-wide.
• Stay updated on technology trends through reading, training, and professional development.
• Maintain expert knowledge of all products and services supported by the Service Desk.

Other Duties

• Participate in or manage assigned projects.
• Contribute to improving processes and fostering innovation across the department.
• Help safeguard equipment and electronic information from unauthorized access or sharing.
• Follow all departmental and school policies and procedures.
• Perform other tasks and projects as needed due to the department’s fast-paced and critical responsibilities.

Supervisory Responsibilities 

• None

Education and Experience

• Bachelor’s degree in information systems management or a related field or equivalent experience, education, and certifications.
• 3+ years of relevant experience.
• Preferred experience with both Apple and Windows operating systems.
• JAMF experience is preferred.
• Experience with Active Directory, Google Workspace, database systems, and networking is preferred.

Key Qualifications

• Positive, customer-focused attitude and strong communication skills. 
• Experience with Macs, iPads, Jamf MDM, and IT management systems. 
• Excellent problem-solving skills in Windows and Apple environments. 
• A team player adaptable to a fast-paced school setting. 
• Flexible and able to assess technology needs. 
• Self-motivated, positive attitude under pressure, and open to feedback. 
• Understanding of the school’s mission and committed to confidentiality.

Working Conditions and Environment

• Intermittently lift, carry, push, and pull up to 50 pounds.
• Continuously see, sit, balance, grasp, and have repetitive use of arms, wrists, hands, and fingers.
• Intermittently stand, stoop, bend, twist, crouch, kneel, crawl, walk, climb stairs, step stools and ladders, operate foot and hand controls, squeeze, and reach above shoulders.
• Exposure to dust, chemicals, fumes, flammables, grease, dirt, stacked materials, electrical equipment, machinery, low to medium noise levels, and moderate indoor heat and cold temperatures.
• Ability to work long or odd hours, as needed.