IT HELP DESK TECHNICIAN - New Beginnings

IT Help Desk Technician 

About New Beginnings Schools Foundation

The New Beginnings Schools Foundation is a seamless pre-kindergarten through grade 12 learning community. Our mission is to innovatively prepare every child, every day for success in life, college and careers.

The New Beginnings Schools Foundation is responsible for school finances, enrollment, curriculum and staffing. This pre-kindergarten through high school educational network is designed to provide access and placement in universities, colleges and community colleges.

The New Beginnings Schools Foundation Network is composed of four charter schools: Nelson, Lake Area, Capdau and Gentilly Terrace. All are open to students citywide and form a network of quality neighborhood public schools.

About the Role: The IT Help Desk Technician is responsible for maintaining the integrity of all computer workstations and associated software within the New Beginning School Foundation Network by assisting our IT department in various duties including being the triage to all level one support requests, resolving of issues at the tier one level, and escalation of issues out to the appropriate escalation team. The Help Desk Technician is the main point of contact for employees who are experiencing computer issues.

The Duties and Responsibilities:

• Respond to assigned helpdesk tickets and provide solutions for reported customer problems.
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation, if required.
• Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime.
• Participate on Helpdesk team projects, complete tasks and ensure they are completed on time and to specifications.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

• Travel to 3 schools and replace non-functional equipment

Qualifications and Competency Requirements:

• 2-3 years Help Desk or Computer Technician experience.
• Must have excellent customer service skills.
• Strong Chrome OS and Windows Skills.
• Experience with the following technologies: Google Apps, MS Office for Mac and PCs, Adobe Suites, Active Directory, VoIP phones, Microsoft SCCM desktop management software.
• Understands ticket process, workflow and queue management.
• Excellent written and verbal communication skills.
• Highly motivated with a positive attitude.
• Ability to work independently and within a team environment.
• Ability to prioritize and address multiple tasks in a dynamic work environment.