Help Desk Technician

Hockaday; Dallas (TX); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Lunch provided daily

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

Job summary

The Hockaday School is seeking a Help Desk Technician to be the face of IT support for staff, students, and parents. You will diagnose and resolve technical issues, manage end-user devices, and support enterprise systems across Windows and macOS environments.

You will administer critical workflows in student information and email systems, learn Intune for device management, and assist with classroom technologies and AV equipment. A strong customer-service mindset and teamwork are essential.

Qualifications

• HS diploma or higher; degree preferred
• CompTIA A+ or equivalent
• Familiarity with Windows, macOS, and Microsoft 365
• Experience with enterprise apps and end-user devices
• Strong communication and problem-solving skills
• Able to work in a school environment and handle diverse stakeholders
• Background checks may be required per school policy

Responsibilities

• Provide end-user support to staff, students, and parents via phone, in-person, and tickets (Windows & MacOS)
• Administer and support enterprise workflows: student info, email, phone, device management
• Support MS 365, Intune, and device management processes
• Learn and use Microsoft Intune for device management
• Communicate with users to resolve issues promptly and follow up
• Hardware and software fixes, upgrades, and new deployments
• Support campus instructional tech (Smart Boards, clickers, etc.) and AV equipment
• Maintain professional customer service and teamwork environment

Skills

End-user support

Customer service

Windows

MacOS

Microsoft 365

Intune

Troubleshooting

Communication

Education

High school diploma or higher

CompTIA A+ or equivalent

Tools

Zendesk

JAMF

Blackbaud

Intune

Job description

Position Description (What you will do):

Do you have a passion for hands-on problem-solving? Do you love helping others by sharing your technical knowledge? At the Hockaday School, you are the face of customer service and a skilled technician. The Hockaday School is looking for the ideal candidate to serve as Help Desk Technician. The successful candidate will be an individual with a passion for hands-on problem solving and a love for helping others. This position will be the face of customer service for the IT department. The position will also use diagnostic and people skills to assure community members of swift resolutions to their technical issues. The ideal candidate will have the ability to work with a variety of constituents to improve existing processes and bring in their own professional experience to enhance the technology team. The ideal candidate will play an essential role delivering tech support to end-users and administering enterprise systems.

You’re excited about this opportunity because you’ll...

• Provide end-user support to all staff, students, and parents by managing technology issues and inquiries via phone, in-person, and online tickets (Microsoft Windows and MacOS)
• Administer and support critical operational workflows for different enterprise applications, including the following systems: student information, email, phone, and device management
• Possess knowledge of workstation/client systems and associated peripherals, operating systems, Microsoft 365, and Windows/Apple hardware and software
• Knowledge or ability to learn Microsoft Intune for device management
• Communicate and follow-up with the user while working on the problem and ensures successful and timely completion of the problem
• Provide both hardware and software fixes, upgrades, installation of new systems. Manage device depot repairs
• Implement, configure, and maintain the 1:1 student device program
• Configure, test, deploy, and install software packages
• Support academic technologies on campus, to include but not limited to: Smart Boards, lecture capture systems, clickers, wireless devices, and other instructional aids
• Manage other technology deployments, such as copiers, printers, and audio / visual equipment.
• Maintain a positive attitude and excellent level of customer service
• Other duties as assigned

We’re excited about you because you have...

• High school or greater with experience in customer service and technical troubleshooting; Technical, associate or bachelor's degree preferred
• CompTIA A+ certification or equivalent
• Understanding and ability to use computers and technology including Microsoft Windows and Office products, Apple products and software, basic office equipment, mechanical equipment, Enterprise Resource Programs, etc
• Prior experience administering data systems or enterprise applications, preferably Microsoft 365, Blackbaud, Zendesk, JAMF, and/or Microsoft Intune preferred
• Prior experience supporting IT operations, including hardware deployment, imaging, backup, recovery, device management, printing, network, and security preferred
• Well-developed interpersonal, written, and verbal communication skills, including the ability to communicate effectively with all constituents in a school environment, including students, co-workers, parents, alumnae, volunteers, trustees, and the public
• Adaptability, honesty, self-reliance, teamwork, dependability, flexibility, willingness to listen and learn, work ethic, determination, persistence, problem-solving skills, loyalty, and congeniality are essential
• Must have the ability to work in a school environment through satisfactory completion of all legally required and School-required background and screening checks and verifications, including criminal and sex offender background checks

Why you'll love working at Hockaday...

• You’ll join a mission-driven, joyful community that believes deeply in the limitless potential of girls
• We are a community grounded in the Hockaday Cornerstones-Character, Courtesy, Scholarship, and Athletics- and you’ll bring these values to life in your daily work
• We are energized by meaningful challenges, embrace a growth mindset, and seek creative solutions that positively impact our students
• We honor our rich traditions while embracing innovation across all areas of the School
• We value diverse perspectives and cultivate an environment where every voice is respected and every community member feels they belong
• We work collaboratively, support one another, and take pride in the strong professional relationships that define our community
• We offer competitive compensation and insurance packages, including medical, dental, vision, life insurance, and long-term disability benefits
• Lunch is provided daily during the school year
• We value professional development and offer extensive opportunities for you to grow, including networking with colleagues, conducting research with college professors, and even traveling the world!

In this role, you will...

• Participate in all requisite School trainings prior to the start of the school, and throughout the School year
• Attend required staff development and training sessions throughout the year
• Attend periodic in-service meetings
• Acknowledge receipt of the current Employee Handbook and are responsible for reviewing the contents and abiding by rules, policies and procedures stated in the Handbook or otherwise by the School
• Abide by Hockaday’s Code of Ethics and Conduct
• Commit to the ideals expressed in Hockaday’s Tenets of Staff Excellence

Physical Requirements and Work Environment:

• Regularly works in standard office or classroom conditions and climate, may work at times, outdoors in varying weather conditions and climate
• Regularly uses close and distance vision, including working at a computer screen for extended periods of time
• Regularly required to move around the office/classrooms; works at a desk for extended periods of time
• Ability to occasionally move items weighing up to 50 lbs. across the school grounds/classroom/office
• Regularly works in a stressful environment, effectively dealing with a wide variety of challenges, deadlines, and a varied and diverse array of contacts with stamina to maintain attention to detail despite interruptions
• Ability to periodically work flexible hours to support before and after-school or weekend events
• Ability to maintain appropriate boundaries with students, fellow staff and community members

About The Hockaday School:

The Hockaday School is an independent, college preparatory school for girls of strong potential and diverse backgrounds who may be expected to assume positions of responsibility and leadership in a rapidly changing world. With an enrollment of more than 1,100 students, The Hockaday School is the nation’s largest prekindergarten through grade 12 independent girls’ school. Ranked among the country’s finest college preparatory schools, it was founded over a century ago and continues today to build on its original Four Cornerstones: Character, Courtesy, Scholarship, and Athletics.

Hockaday’s faculty are recognized as experienced leaders in their field and students in every grade benefit from outstanding faculty and access to unmatched resources. Families who choose Hockaday care deeply about providing their daughters with a comprehensive and rigorous education, both inside and outside the classroom. Hockaday’s student body reflects the diversity that is deeply valued by the School.

Limitations and Disclaimer:

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. This job description reflects administration’s assignment of essential functions; and nothing in this herein restricts administration’s right to assign or reassign duties and responsibilities to this job at any time.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

The Hockaday School is an equal opportunity employer. It is our policy not to discriminate, and to comply with all applicable state and federal laws prohibiting discrimination in employment based on race, color, sex, sexual orientation, creed, religion, national origin, ethnicity, age, disability, veteran status, or other applicable protected classification.