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Help Desk Services Assistant

Brewster Academy

Brewster Academy, an independent boarding/day school, provides 360 boys and girls, grades 9 through PG, representing a community of diverse and talented learners, with a transformative and highly personalized education.  Located on the shores of beautiful Lake Winnipesaukee and close to the White Mountains, its 80 acres offer students and employees classic New England facilities and a resource-rich community.


Basic Function and Responsibility The Help Desk Support Assistant is a customer-facing, service-oriented position, responsible for greeting clients at the Help Desk, answering IT phone calls, assisting in office administration for the department, creating and managing work orders, organizing workflow, assisting clients by answering questions and solving problems, responding to client inquiries by referring them to published materials, secondary sources, or more senior staff, when appropriate. The Help Desk Support Assistant will have excellent customer service skills, excellent organizational skills, an aptitude for technology, and be able to communicate effectively with clients and the technical staff. 

Requirements:

Position Requirements Formal Education/Certification 

● High school diploma 

● Associate’s Degree preferred but not required 

● 2+ years relevant experience 

Responsibilities:

Primary Duties and Responsibilities* 

● Greet clients in a courteous, friendly, and professional manner to create a welcoming customer service oriented environment 

● Listen attentively to client needs and concerns; demonstrate empathy 

● Provide initial troubleshooting of hardware and/or software issues and clarify client requirements; probe for and confirm understanding of requirements or problem 

● Provide basic technical support via phone, in person or electronic messaging methods 

● Respond to voice mail messages from students, faculty, and staff in a timely manner 

● Provide oversight of the IT Work Order system, making sure that work orders are created, assigned appropriately, and work with IT staff to ensure that resolution is achieved in a timely manner. 

● Confirm customer understanding of the solution and provide additional customer education as needed 

● Perform basic software installations and imaging 

● Perform Data Transfer/Backups 

● Assign and receive loaner equipment 

● Maintain the technology inventory system 

● Write documentation for both office procedures and technical procedures for the BA community 

● Design and participate in activities to improve customer satisfaction 

● Develop an appropriate level of knowledge of school technology products and services, as determined by CTOO. 

● Attend training sessions on new technologies, products and/or updates as required 

● Provide assistance with delivering faculty and student technology workshops 

● Other duties as assigned 

How to Apply:

Interested candidates should forward resume to mbiedak@brewsteracademy.org

Salary Range:

$16 to $19 per hour

Job Location:

Wolfeboro

Date Added: July 26, 2019

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