This position provides software and hardware support for problems experienced by employees, students and parents. Position also provides feedback to users to lessen the occurrence of future problems, troubleshoot difficult or unusual situations, and suggest workflow improvements to employees this includes network, client/server systems, mainframe systems, PC desktops, desktop application software, peripheral devices, and others. The IT Specialist reports to the Director of IT and is a full-time, twelve-month, non-exempt position with vacation as described in the HR Guidebook. The salary range for this position is $28 - $30/hour plus benefits.

Essential Job Functions (Responsibilities)

General Responsibilities:

• Provide prompt, on-target, informed technical support for faculty, administrators and students while ensuring that appropriate service levels are met in addressing user issues by resolving, researching or escalating them appropriately.
• Assist with IT equipment maintenance. Supported equipment includes:
  • A/V systems (including projectors and video sources)
  • Computer workstations (including desktops, laptops, tablets, iPads for students, faculty and staff)
  • Printers
  • IP telephones
  • Security Cameras
• Make effective use of the Help Desk software to track and manage user support requests and institutional assets.
• Maintain and plan asset and inventory management, provides periodic reports for life cycles.
• Assist with Phone System Management including but not limited to creating users and communicating on phone activation steps, assigning/removing extensions, customizing settings as needed, communicating with Avaya support as needed and making changes to the company phone tree.
• Assist in the management and troubleshooting of the printing environments including the print server and integrated services like Papercut and Microsoft's Universal Print, including but not limited to adding and removing printers, modifying settings, renaming and securing devices and maintain open and leading communication with 3^rd party print services provider.
• Assist and collaborate with junior and senior system admins on projects and day to day tasks and server management as needed
• Assist with user/card management in Genetec security system
• Assist with onboarding/ off boarding of user accounts (students, employees, volunteers, subs), utilizing Active Directory.
• Learn school supported software, performs upgrades, and communicates new capabilities.
• Research problems that do not have a documented solution and formulate a resolution to implement with written documentation.
• Review and update documentation to assist with troubleshooting and resolving technical problems.
• Communicate regularly with employees to ensure proper operation and procedures of the network system and school supported software.
• Analyze system faults and runs diagnostic tests on operating systems and hardware to detect problems.
• Configure, maintain, repair, and upgrade peripherals (i.e., desktops, printers, mobile devices, projectors, touch screen displays, video conference systems, smartphones, multifunction printers/ copiers, etc.)
• Assist and train staff members regarding copier management, mobile devices, applications, telephones, VIVIs,
• Run networking cables, patch, and terminate patch panels.
• Collaborate with other members of the IT department on special projects.

User Support:

• Provide timely response to user questions and issues of support. This includes items such as network connectivity, inoperable equipment, damaged files, and system and software operation.
• Provide accurate and timely logging of problem resolution in the helpdesk system.
• Assist with training for employees as assigned by the Director of IT that facilitates the proper use of hardware, software, and the computer network.
• Utilize helpdesk software to resolve user-reported problems using available tools and following department procedures and policies.
• Create and maintain helpdesk knowledge base.
• Provide Audio Visual Support to the employees.
• Instruct users on new or upgraded computer applications and hardware.
• Conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Technology Department:

• Attend and participate in department meetings.
• Participate in the formation and employee evaluation process.
• Create and maintain new user accounts.
• Assist Director of IT in developing short-term and long-term plans for technology.
• Assist Director of IT during the budget preparation process by researching costs of software and hardware and making recommendations.
• Assist Director of IT with maintaining site licenses for all software and appliances.
• Assist with performing and/or overseeing software and application development, installation, and upgrades.
• Meet with the Director of IT regularly regarding system operation and future needs.

Other:

• Perform other assignments as given by the Director of IT.
• Participate in school events, such as faculty/staff retreats, assemblies, meetings, and other events that promote the mission of the school with approval by the Director of IT.
• Support the Jesuit/ Catholic mission of the school.
• Maintain confidentiality in all aspects of the job.

Requirements (Education, Experience, Required/Preferred Skills

• At least 4+ years of in-person, on–site customer service /helpdesk experience (not call center).
• At least 2+ years of windows server experience.
• At least 2+ years of basic network experience.
• Basic knowledge of MECM/ SCCM
• Basic knowledge of Active Directory
• Basic knowledge of Microsoft 365
• Knowledge of Microsoft Office Products.
• Must manage multiple tasks with frequent interruptions.
• Must be able to prioritize and use good judgment in decision making and time management.
• Ability to identify needs, design upgrades and implementation of new technology.
• Demonstrated ability in achieving successful outcomes in handling difficult situations and customers.
• Must show initiative and acts independently to resolve problems.
• Must demonstrate ability to manage multiple priorities and follow through on projects to completion.
• Ability to use advanced troubleshooting skills.
• Excellent written and oral communication skills
• Proficient knowledge of technology appropriate to the position and a willingness to learn new skills.

Physical Requirements:

• On-call availability.
• Dexterity of hands and fingers to operate computer component such as a keyboard, mouse, handle power tools, and climb ladders.
• Lifting and transporting moderately heavy objects, such as computers and peripherals, up to 40 lbs.