Help Desk Associate

Description
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
Requirements
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.