The Lawrenceville School · 2 months ago
Support Desk Technician
Lawrenceville, NJ
Full-time
Onsite
Entry Level
1+ years expThe Lawrenceville School is a diverse and inclusive educational institution seeking a Support Desk Technician to provide multi-level technical support to students, faculty, and staff. The role involves troubleshooting computer-related issues, managing helpdesk tickets, and supporting various technologies across campus.
Education
Responsibilities
Efficiently respond to and resolve assigned support tickets, including deployment, repair, issue troubleshooting, and customer support. Provide technical assistance and troubleshooting for a wide range of technologies across campus, including:
Campus software and systems, including (but not limited to) Microsoft 365, Google Workspace, Adobe Creative Cloud, Veracross, Canvas LMS, and Zoom
Technology hardware, including (but not limited to) laptops, desktops, printers, copiers, iPads, tablets, and other computer peripherals and mobile devices
Classroom and meeting space technology, including (but not limited to) projectors, displays, interactive whiteboards, microphones, speakers, and portable A/V systems
Follow the Service Level Agreement (SLA) and achieve an acceptable score for all tickets. Note: SLA is only counted during your regular work schedule (weekends are not used to calculate and score SLA times)
Provide support for network connectivity issues, including Wi-Fi access, VPN connections, and account login troubleshooting
Serve as the first point of contact for customers seeking technical assistance. Appropriately escalate support tickets when needed
Answer Support Desk phone, email, and walk-up inquiries. Perform onsite and remote troubleshooting when appropriate. Provide accurate information on IT products and services, as well as policies and procedures
Record technical issues and request timely support in the support desk ticketing system. Use the ticketing software to maintain notes, document pertinent information, and record resolutions
Proactively alert management to high-priority issues, unresolved tickets, or situations requiring higher technical expertise. Partner with team members to coordinate the onboarding process for faculty, staff, and students
Maintain inventory of school assets by documenting hardware, including equipment asset tags, serial numbers, assigned user, and warranty information
Provide technical support for users' onboarding and offboarding, including account creation, access setup, equipment preparation, and account deactivation in accordance with IT policies and procedures
Assist with preventative maintenance on user-facing devices. Deploy and configure computer images, software packages, and updates across campus systems in accordance with ITS standards
Partner with Team Members for all campus events requiring technology support
Perform routine tasks for the VoIP phone system, including adds, moves, and changes
Assist with the technical training of new Support Technicians
Occasional weekend/evening and or holiday work may be required. Coordinate with ITS team members and other departments in support and preparation for annual or cyclical campus events such as student orientation, Family Weekend, Graduation, and Board of Trustees meetings
Other duties and projects as assigned, given the rapidly changing and mission-critical nature of the department’s responsibilities
Qualification
Required
Bachelor's degree in Information Technology or related discipline
1-2 years of experience supporting technologies in a mid-size educational environment
Advanced understanding of Windows OS, latest version of MacOS, and Microsoft Office
Ability to communicate technical concepts to non-technical individuals
Organizational and problem-solving skills. Operate efficiently, learn, adapt quickly and lean forward
Customer service skills, be able to multitask and work independently as well as cooperatively as part of a small team in a busy environment. A 'customer-first' mentality
Excellent verbal, written, and interpersonal skills for interaction with all levels of the school community are required
Self-motivated team player with desire and drive to learn and grow
Forward thinker with a proactive mindset and attention to detail
Preferred
Industry standard certifications such as MCP, CompTIA A+, Network+, or ITIL are preferred
Experience using mobile device management systems, deploying images and software packages, and working with Microsoft Active Directory Services is preferred
Benefits
Health insurance coverage
Paid leave
Retirement plan options
Many other valuable programs
Company
The Lawrenceville School
The Lawrenceville School is a school.
501-1000 employees
H1B Sponsorship
The Lawrenceville School has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (2)
Funding
Current Stage
Late StageLeadership Team
S
Steven Wong
Co-President Hong Kong Club
Zaheer Ali
Executive Director, Hutchins Center for Civics
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