Helpdesk Support Specialist

Website Valor Christian High School

Preparing Tomorrow's Leaders to Transform the World for Christ

ROLE SUMMARY

The Helpdesk Support Specialist is responsible for supporting the Valor community by assisting faculty, staff, and students with a variety of hardware and software issues. Both onsite and remote desktop support will be necessary to maintain an efficient and productive learning and working environment. The Helpdesk Support Specialist is part of a team that ensures the technologies vital to achieving Valor’s vision, mission, and student outcomes are available to faculty, staff, and students on a reliable and consistent basis.

RESPONSIBILITIES

Provide End User Support

  • Monitor and manage the IT support ticketing system
  • Provide technical assistance and resolve employee issues related to computers, software, AV equipment, and printers
  • Conduct end-user training on IT capabilities as needed
  • Document common issues and resolutions in the Valor IT knowledge base
  • Support onboarding of new employees by providing required equipment, account setup, and training
  • Assist with Chrome book device management
  • Monitor email, voice mail, and the IT support ticketing system after hours and on weekends to be aware of any technical issues that require prompt attention
  • Respond to after-hours support requests according to the IT after-hours support schedule
  • Assist other IT support team members with their work during busy periods

Assist with Apple Computer Configurations

  • Assist with the applications and system configurations of macOS and iOS equipment
  • Assist with imaging and deployment of Apple equipment
  • Assist with the annual refresh of Apple computer equipment

Possess and Model a Growing Relationship with Christ

  • Pursue full devotion to Christ and live a life that reflects that authenticity
  • Model the fruits of the spirit in communications, relationships, and daily work
  • Demonstrate teachability and a willing heart for service
  • Embody others-centered, servant-leadership in all interactions

Demonstrate Trustworthy Commitment to Valor Christian High School

  • Accept and uphold Valor’s Statement of Faith
  • Accept and abide by all affirmations in Valor’s Annual Statement of Commitment

Provide Strategic, Effective, Inspiring Team Support

  • Uphold and embody Valor’s culture as set forth in the Valor Culture Document
  • Model servant leadership, grace, and love in all relationships and interactions
  • Provide team support regarding all matters, processes, and initiatives

Demonstrate a Commitment to Fulfilling Valor’s Vision and Mission

  • Assume collaborative responsibility for Operating Plan goals
  • Be a ‘culture- keeper’

Demonstrate a Commitment to Growth

  • Participate in Valor Team meetings and meetings with Supervisor
  • Demonstrate teachability and receptive to feedback
  • Pursue professional/personal/spiritual growth and development
  • Participate in the broader ministry of Valor by contributing time, talent, and treasure beyond assigned role responsibilities

Serve Wholeheartedly as an Exceptional Teammate

  • Demonstrate loyalty to teammates in action and word
  • Pursue and uphold relational unity with Team members
  • Attend and fully participate in all Team meetings and department meetings
  • Assist team members to facilitate school-wide wins
  • Integrate Biblical truth and Christian values into daily work

RELATIONSHIPS

  • Technology team
  • Faculty and Staff
  • Students
  • Vendors

RESULTS

Valor’s faculty, staff, and students will be delighted with the reliability and capabilities of the hardware and software provided to support classroom instruction and the overall working and learning environment.

EDUCATION, EXPERIENCE, AND REQUIRED COMPETENCIES

Education

  • Bachelor’s degree in Computer Science preferred or equivalent industry experience

Experience

  • A minimum of one year of experience providing end-user support for macOS equipment
  • Experience resolving network issues
  • Experience administering Windows devices

Skills/Abilities

  • Dependable and trustworthy
  • Strong troubleshooting and problem-solving skills
  • Ability to provide supportive and encouraging customer service
  • Capability to manage multiple concurrent assignments in a fast-paced environment
  • Ability to work independently and willing to do what it takes to get the job done

Technical Skills

  • Management of MacOS equipment in an enterprise setting
  • Windows device administration
  • Apple hardware maintenance
  • Networking, DNS, DHCP, and TCP/IP configuration
  • Knowledge of JSS Pro

POSITION TYPE: C – Year-round, hourly, non-exempt

HOURS PER WEEK: Full-time, 7 am-4 pm workday

SUPERVISOR: Director of Technology Services

PAY RANGE: $20-$25 / hour

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