Job Description

Overview:

We are seeking a motivated and tech-savvy Entry-Level Help Desk Technician to join our IT team at Lauren’s Institute For Education. The ideal candidate will be responsible for providing first-level support to our staff, ensuring the smooth operation of our computer systems, and resolving technical issues promptly. This role requires excellent problem-solving skills, a passion for technology, and a friendly, customer-focused attitude.  

The position offers opportunities for professional growth, including both formal training and on-the-job training designed to enhance employee development. We seek a candidate who is prepared to develop within the role and advance to higher levels of responsibility.   

 

Key Responsibilities:

  • User Support: 
    • Serve as the first point of contact for staff seeking technical assistance over the phone, via email, or in person. 
    • Diagnose and resolve technical hardware and software issues, including issues related to printers, computers, iPads, 2-way radios, and interactive whiteboards. 
    • Provide clear, step-by-step instructions to non-technical users, and follow up to ensure the full resolution of issues. 
  • Hardware and Software Management: 
    • .Assist in the installation, configuration, and updating of computer hardware, software, and peripheral equipment. 
    • Perform routine maintenance tasks, such as routine hardware audits, setting up AV equipment, and ensuring all devices are in good working condition. 
    • Maintain inventory of all equipment, software, and software licenses. 
    • Create and maintain user accounts/email distribution groups.  
  • Help Desk Administration: 
    • Record, track, and document help desk requests, including the actions taken and the outcomes, through our help desk ticketing system. 
    • Prioritize and schedule problems, escalating issues to the appropriate next level of support when necessary. 
  • Training and Documentation: 
    • Assist in the development of training materials and documentation for staff and students. 
    • Conduct briefings and demonstrations for users to enhance system productivity. 

 

 

Qualifications: 

  • Demonstrated expertise in Microsoft Office 365 Administration is considered highly advantageous. 
  • A diploma or degree in Computer Science, Information Technology, or a related field is preferred but not required. 
  • Basic understanding of computer systems, mobile devices, and other tech products. 
  • Ability to diagnose and resolve basic technical issues. 
  • Excellent problem-solving and communication skills. 
  • Ability to provide step-by-step technical help, both written and verbal. 
  • Familiarity with remote desktop applications and help desk software is a plus. 
  • Passion for delivering friendly and efficient customer service. 
  • Eagerness to learn and grow in a supportive and fast-paced environment. 
  • Level one Fingerprint Clearance card or ability to obtain one

 

Special Knowledge & Skills:

Proficiency in Microsoft Office 365; communication technology skills (e.g., Elevate, email, video conferencing, video recording, shared documents, Canva)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk and be aware of surroundings. The employee is occasionally required to stand; walk; run; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.