Packer is looking for an IT Help Desk Technician to deliver personable and helpful user support in our Tech Center, the busy tech hub of The Packer Collegiate Institute. This position fields queries on a variety of technical issues and offers users sound advice to solve them. An excellent Help Desk Support Technician must have wide technical knowledge as well as the people skills to communicate effectively with users. They must also stay focused on customer success and have the patience to deal with a wide range of users -- from 7 years old to 70, with varied tech understanding and abilities. The goal for anyone in this role is to empower users by helping them understand the how and why of an issue, not just to fix the issue for them. Explaining the steps for solving an issue (level of detail depends on the user), helps the user feel included in the process and empowered to try to resolve the issue should it occur again.

Our department serves students, parents and employees directly as well as through essential operational support. This is not a remote position and working on campus is required. Regular in-office attendance and punctuality is essential.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Serve as a primary in-person contact for students & staff seeking technical assistance
• Provide accurate information to users on IT products or services
• Contribute user help articles to our online knowledgebase
• Support the accurate inventory and tracking of IT assets
• Clarify issues raised by users to identify the problem that needs to be addressed
• Walk customers through the problem-solving process
• Escalate unresolved issues to Level 2 support staff, as needed
• Record details of tech problems and resolutions in the Jira Service Management platform
• Communicate timely and clear status and other information about issues with affected users
• Relay customer feedback or suggestions to the appropriate internal team members
• Identify and suggest possible improvements on IT procedures and process

POSITION QUALIFICATIONS

Competencies:

• Good understanding of computer systems, mobile devices, data and voice networking
• Ability to maintain professional demeanor under stress
• Maintain the approach of a life-long learner, eager to grow and able to learn independently by reading documentation as well as finding and using online resources

SKILLS & ABILITIES

• Ability to diagnose and resolve basic technical issues, with strong macOS troubleshooting skills
• Excellent verbal and written communication skills
• Customer-oriented with patience and a desire to help users succeed

Education:

• BSc/BA in IT, Computer Science or relevant field.

Experience:

• Proven experience as a help desk technician or other customer support role, including the management of tickets in a support ticketing system. (JIRA Service Management or similar.)

Preferred experience:

• Experience supporting classroom AV systems and users
• Experience with JAMF Pro MDM for MacOS laptop & iOS mobile device management

Physical Demands

• Must be able to lift 35lbs, climb stairs and use ladders

WORK ENVIRONMENT

This role primarily works in Packer’s Tech Center, on the garden level of our main building. The Packer IT team works in Tech Center, which is an open and collaborative environment. Someone in this role will also be called upon to support equipment installed in classrooms and other spaces within our main campus buildings or at our Early Learning Center, two blocks away. Given that our buildings are older and there are very few elevators, taking stairs is often the most efficient and effective way to move about. There are some locations that are not accessible by elevator or ramp. The relationship between faculty, staff and students is positive and supportive.