Help Desk Associate

SUMMARY 

Greenhill School seeks a skilled and service-oriented Help Desk Associate to serve as the first point of contact for technology support across our school community. This position is responsible for receiving, documenting, diagnosing, and resolving technical requests from students, parents, faculty, staff, and guests through multiple communication channels using help desk software.

This is a full-time, 12-month, non-exempt position. Some evening and weekend work is required. 

RESPONSIBILITIES 

Account and Data Management

• Maintain student and parent data across applications and systems 
• Manage and maintain relationships between constituent records across applications and systems
• Ensure the integrity of data through a relentless attention to detail
• Create email and user accounts for new members of the Greenhill community
• Disable accounts for departing members of the Greenhill community
• Manage and update distribution lists
• Communicate and work with other departments to ensure the consistency of data
• Support the annual rollover process to prepare for the new school year

Customer Care Support

• Help to create a welcoming customer experience through a positive and helpful attitude
• Provide timely first line support for students, parents, faculty and staff for a wide range of technology needs
• Take complete ownership of customer interactions, from initial request to resolution 
• Monitor and respond to a variety of support communication channels (eg, email, phone, online portal)
• Document, track, prioritize, manage, and work customer requests using help desk software
• Communicate regularly and in a consistently positive manner with customers to keep them informed of their requests
• Assess, diagnose and repair a wide range of end user hardware including desktops, laptops, tablets, printers and other peripheral devices
• Assist as needed in the preparation and configuration of new desktops and laptops for end users
• Assist as needed with the continuous maintenance and preparation of classroom technology
• Assist with inventory management of all assets assigned to the technology department
• Provide direct, face-to-face, technical field support to administrators, faculty, and all other school staff
• Work in collaboration with event coordinators to understand and plan the audio/visual needs for campus events
• Setup and operate audio/visual equipment (when needed), including microphones, sound speakers, video screens, projectors, recording equipment, connecting wires and cables, sound and mixing boards, and related electronic equipment

Other

• Regularly contribute documentation to the knowledgebase
• Provide informal training on school provided hardware and software as needed
• Attend staff meetings
• Provide off-hours support as required
• Other duties and responsibilities as assigned

QUALIFICATIONS  

• Undergraduate degree required
• 2+ years related work experience required, independent school experience a plus

Specific Skills and Abilities:  

• Have a desire to be part of a community that values difference and actively engages with it. 
• Show a demonstrated commitment to diversity, equity, and inclusion (e.g., familiarity with concepts; evidence of relevant personal growth; examples of relevant practice, etc.).  
• Be a motivated collaborator, possess a strong work ethic, and have a positive spirit.  
• Knowledge of Microsoft ecosystem, both cloud and on-premise (Azure, Azure AD, Office 365, Microsoft Teams, OneDrive, Sharepoint, Microsoft Office, Active Directory, Domain Management, DNS, Windows 10/11, Windows Server 2012+)
• Strong understanding of desktop operating systems (Windows 10/11; Apple OSX)
• Working knowledge of mobile operating systems (Apple iOS, Android) 
• Experience with device management and deployment (Microsoft Intune, JAMF, Meraki)
• Familiarity with basic networking
• Experience in the support and administration of online educational software and services (eg, IXL, Seesaw, Formative, Nearpod)
• Experience with Student Information Systems 
• Comfort with providing phone support and a demonstrated ability to remain calm in difficult circumstances
• Experience and comfort in the use of help desk ticketing and knowledgebase systems
• Detail-oriented, self-motivated, independent, and flexible
• Demonstrate a desire to pursue and apply continuous improvement to work
• Demonstrate a willingness to learn and pursue personal instruction from co-workers to expand knowledge
• Ability to work within a team and across departments
• Ability to identify and deploy process improvements in a fast-paced environment
• Ability to work under pressure and meet deadlines while working multiple assignments simultaneously
• Ability to understand and anticipate the needs and interests of constituents
• Ability to maintain absolute confidentiality of sensitive information
• Intense desire to deliver unmatched customer service
• Displays organization values of excellence, integrity, compassion, and courage

Preferred Certifications:

• Microsoft Certified Solutions Associate
• Certified Microsoft Innovative Educator
• Microsoft Surface Master Trainer
• Clever Certified Admin

Work Environment

Most work will be performed in an office or classroom environment, with a high rate of planned and unplanned interaction with all members of the Greenhill community including faculty, staff, students, parents and alumni. Most work will be performed during normal school hours with some slight flexibility in start time and end times. There could be some light travel for professional development opportunities. 

Physical Demands

The job could require long periods of sitting at a desk, with much of that time spent on a computer. There can be days where work may need to be done in many locations around campus, which could require walking up to 2-3 miles in a day. There may also be some situations where the job may require the movement of some heavier pieces of equipment that could be as heavy as 50-75 lbs.