Helpdesk Support Specialist
Description
ROLE DESCRIPTION
Helpdesk Support Specialist
This position offices in-person, on campus
ROLE SUMMARY
The Helpdesk Support Specialist is responsible for supporting the Valor community by assisting faculty, staff, and students with a variety of software and hardware issues. Both onsite and remote desktop support will be necessary to maintain an efficient and productive learning and working environment. The Helpdesk Support Specialist is part of a team that ensures the technologies vital to achieving Valor’s vision, mission, and student outcomes are available to faculty, staff, and students on a reliable and consistent basis.
Valor Christian High School is a decidedly Christian, college preparatory school whose core values honor a biblical foundation. Valor employees are faith-filled, joyful believers who are active in a local, Christian church whose beliefs are in alignment with the school’s Statement of Beliefs. They are both called and committed to the school’s vision and mission and seamlessly integrate faith into their daily work. You will be most successful if you have a true servant’s heart, a teachable spirit, a love for the Lord Jesus Christ, and a commitment to the school’s beliefs and values.
RESPONSIBILITIES
Possess and Model a Growing Relationship with Christ
- Pursue full devotion to Christ and live a life that reflects that authenticity
- Model the fruits of the spirit in communications, relationships and daily work
- Demonstrate teachability and a willing heart for service
- Embody others-centered, servant-leadership in all interactions
Demonstrate Trustworthy Commitment to Valor’s Christian Community
- Accept and uphold Valor’s values and beliefs as found in the Statement of Beliefs, Christian Community Policy, and Valor Culture Document
- Accept and abide by all affirmations in Valor’s Annual Statement of Commitment
- Be relationally involved in the life/lives of our students with a heart of service and mission
- Seamlessly and deliberately integrate Biblical truth and Christian values into daily work
Provide End User Support
- Monitor and manage the IT support ticketing system in a timely manner, maintaining high standards of customer service, and ensuring the customer service goals of the department are met
- Responsible for creating users, managing permissions, and updating software systems
- Conduct ongoing IT training for end users, with a focus on the Student Information System (Veracross), the Learning Management System (Schoology), Google, and Microsoft
- Develop and maintain clear documentation, including knowledge base articles, to assist the school community
- Support onboarding of new employees by providing required equipment, account setup, and basic training
- Share the responsibility of monitoring email, voicemail, and the IT Helpdesk system outside of regular hours, including weekends, to identify and address any urgent technical issues
Assist with Apple Computer Configurations
- Assist with the applications and system configurations of MacOS and iOS equipment
- Assist with imaging and deployment of Apple equipment
- Assist with the annual refresh of Apple computer equipment
Serve Wholeheartedly as an Exceptional Teammate
- Uphold and embody Valor’s culture as set forth in the Valor Culture Document
- Model servant leadership, grace and love in all relationships and interactions
- Develop relationships with colleagues with goals of teamwork, relational unity and spiritual growth
- Provide team support regarding all matters, processes and initiatives
- Demonstrate loyalty to teammates in action and word
- Assist Team members to facilitate school-wide wins
Demonstrate a Commitment to Fulfilling Valor’s Vision and Mission
- Assume collaborative responsibility for Operating Plan Goals and Fiscal stewardship
- Be a ‘culture- keeper’
Demonstrate a Commitment to Growth
- Participate in Valor Team meetings, Chapel and weekly meetings with Team/Supervisor
- Demonstrate teachability and receptive to feedback
- Pursue professional/personal/spiritual growth and development
- Participate in the broader ministry of Valor by contributing of time, talent and treasure beyond assigned role responsibilities
RELATIONSHIPS
- Technology team
- Faculty and Staff
- Students
- Vendors
RESULTS
This role will directly contribute to creating a positive, technologically enabled learning environment for students and staff. Valor’s faculty, staff, and students will be delighted with the reliability and capabilities of the hardware and software provided to support classroom instruction and the overall working and learning environment.
EDUCATION, EXPERIENCE, AND REQUIRED COMPETENCIES
Education:
- Bachelor’s degree in Computer Science or related field required
Experience:
- A minimum of one year of experience providing end-user support for MacOS equipment
- Experience administering Windows devices
Skills/Abilities:
- Dependable and trustworthy
- Strong troubleshooting and problem-solving skills
- Ability to provide supportive and encouraging customer service
- Capability to manage multiple concurrent assignments in a fast-paced environment
- Ability to work independently and willing to do what it takes to get the job done
Technical Skills:
- Management of MacOS equipment in an enterprise setting
- Windows device administration
- Basic knowledge of Active Directory (AD) for user authentication and permissions management as well as creating and managing user accounts and groups
- Knowledge of cloud-based applications and collaboration tools including Microsoft, Google, and Adobe
PHYSICAL DEMANDS
The same basic physical demands described here are the same for all employees to successfully perform the essential functions of their jobs. Employees must periodically lift and/or move up to 25 pounds and could occasionally be required to lift and/or move up to 50 pounds. Specific vision abilities required by this job include close and distance vision, color vision, peripheral/depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The work environment characteristics are varied and include classroom, office, and outdoor events while performing the essential functions of this job. The noise level in the work environment is also varied.
POSITION TYPE: C: Year-round schedule. 12-Month Calendar. This position offices in-person, on campus
HOURS PER WEEK: Full-Time, Non-Exempt
SUPERVISOR: Director of Technology Services
BENEFITS:
- Paid holidays, sick leave, vacation leave, and personal days
- Medical, dental, vision and life insurance
- 403(B) Retirement Plan with immediate vesting and employer contribution matching
- Professional development opportunities
- Three on-campus dining options for daily lunch
PAY RANGE: $23-$25/hr
START DATE: January 29th, 2025