Elementary Tech Help Center Coordinator

Singapore American School; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading educational institution in Singapore is seeking a Technology Help Centre Coordinator who excels in providing customer support and managing technology needs for the Elementary School community. The role involves collaborating with diverse stakeholders, supporting staff and students, and ensuring effective use of technology across the school. With an emphasis on interpersonal skills, the successful candidate will contribute to a positive team culture and facilitate the learning environment through innovative technology solutions.

Qualifications

• At least two years of relevant experience in IT support in a dynamic environment.
• Experience in customer support, especially in education or IT.
• Knowledge of Apple hardware and software.

Responsibilities

• Provide excellent customer support to the Elementary School community.
• Manage user accounts and technology assets.
• Coordinate support for device repairs and payments.

Skills

Customer Support

Communication

Problem-Solving

Team Collaboration

Education

Diploma in Information Technology

Diploma in Computer Engineering

Diploma in Business Information Technology

Tools

Mobile Device Management

Google Workspace

Apple Hardware/Software

Job description

The Technology Help Centre Coordinator is responsible for providing excellent customer support to the Elementary School community and responding to technology related matters and inquiries. Specific responsibilities warrant proficiency in using relevant technology tools and digital platforms to create, communicate, and collaborate. Additionally, the Technology Help Centre Coordinator is responsible for asset and user accounts management.

Roles and Responsibilities

• Collaborate with the Technology and Innovation Coordinators to address and anticipate the technology needs of the elementary school community.
• Contribute positively to the team culture of the Technology Help Desk to drive improvement, innovation and excellent customer support.
• Build relationships with diverse members of the SAS Elementary school community.
• Empathise, identify and respond supportively and comprehensively to the learning needs of teachers, staff, and students in relation to technology.
• Coordinate and assist with faculty, staff, students, and parents regarding SAS-owned device repairs and payments.
• Ensure that the division is ready for the Beginning and End of Year, coordinating the (physical and/or digital) deployment/reassignment/retirement of hardware, software, and subscription accounts as scheduled during half-term, winter, and summer break.
• Coordinate with faculty, staff, and students regarding their user credentials.
• On/offboarding (including creating how-to guides) students, teachers, and staff on SAS IT software/system and hardware usage (macOS, iPadOS, Google Workspace apps).
• Identify trends and support drivers of change and/or innovation in the division.
• Evaluating (including new) technologies to determine suitability/compatibility for users and the school’s strategic direction.
• Documentation of incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.
• Maintain updated hardware and software inventory and device checkouts using databases and spreadsheets.
• Configure and manage Apple devices using Mobile Device Management software.
  
  

Relevant Experience And Qualifications

• Diploma in Information Technology / Computer Engineering / Business Information Technology
• At least two years of relevant experience in providing IT Support in a dynamic environment preferred
• Customer support experience, preferably in an education environment and/or Information Technology setting
• Knowledge of Apple hardware and software (macOS, iPadOS, tvOS).
• Knowledge in Google Workspace Applications (GMail, Google Drive/Docs, etc.).
• Mobile Device Management knowledge valued.
  
  

Interpersonal Skills

• Enjoys working with and helping people.
• Highly approachable personality.
• Values learning and has a positive growth mindset.
• Excellent communication skills in English (verbal and written).
  
  

Professional Personal Skills

• Able to work diligently, independently, and under time constraints.
• Able to communicate effectively with students, employees and parents.
• Ability to learn and adapt to new technology developments.
• Ability to work and contribute to a positive team environment.
• Ability to manage and physically set up large quantities of hardware such as iPads and other devices, requiring presence and movement across campus.
• Ability to be flexible, creative and to problem-solve technology issues.
• Positive work attitude and possesses a strong sense of initiative.
• Project management leadership and management skills valued.
• Strong attention to detail and organisational skills.