Help Desk Technician

ABOUT OUR SCHOOL
Atlanta International School (AIS) offers the full International Baccalaureate (IB) continuum to all students, from 3K through grade 12. Our challenging academic programs develop internationally-minded, critical-thinking students able to take complex and often disparate knowledge, concepts and skills, and forge these into new and unique ways of solving problems. We provide a rigorous education in a diverse, multicultural, multilinguistic community where the reality and hope of human potential are in action.

Our mission at AIS is to develop courageous leaders who shape their world for the better. All AIS employees believe deeply in the potential of each student, value critical thinking (their own and students') and know learning can be fun and exciting. AIS offers an incredible spirit of community and diversity of perspectives that come from students, families, and employees representing more than 90 nationalities and over 60 languages.

POSITION DESCRIPTION

The Help Desk Technician is responsible for supporting and maintaining technology equipment, software, and systems in support of teaching and learning and the day-to-day operational needs of the school. This is a full-time position.

Start Date: Immediate

Department: IT

Reports to: Director of Operational IT

Application Deadline: Closes 10/16/24

POSITION RESPONSIBILITIES

• Serve as the first point of contact for faculty, staff, and students seeking technical assistance, including check-out of equipment to faculty, staff, and students

• Perform troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Record events and problems and their resolution in the helpdesk

• Follow-up and update customer status and information

• Works with the Director of Operational IT to advance strategic technology initiatives and the goals of the school

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures • Assists in updating and maintaining the school's inventory of hardware and software, including check-out of equipment to faculty, staff, and students

• Assists in documenting processes and procedures

• Follows and implements all school policies and procedures as outlined in the Employee Handbook

• Perform other related duties as assigned

REQUIRED EXPERIENCE/SKILLS

• Minimum of 3 years of technology support experience with progressively-increasing responsibility in a K-12 environment • Degree in MIS, Computer Science, or a related technical field, or comparable experience

• Experience with supporting Mac OS X, Windows, iOS, Microsoft Office, and a variety of software applications

• Experience supporting Google Applications for Education or other cloud-based environments

• Ability to independently manage multiple tasks and projects in a timely fashion

• Ability to assess customer needs, provide solutions or refer them to the correct person

• Excellent verbal and written communication skills with the ability to document routine processes and explain complicated technical problems to non-technical audiences

• Flexibility to regularly rotate through different technical specialties

OTHER QUALIFICATIONS

• Excellent time management skills

• Ability to make decisions quickly

• Experience with MDM solution such as Jamf

• Entry level networking and server management knowledge • Zoom meetings and phone

• Ability to learn and support new and quickly changing technologies • Ability to speak Spanish

DIVERSITY STATEMENT

Atlanta International School is deeply committed to diversity among our staff and applicants of diverse backgrounds are strongly encouraged to apply.

We will contact those applicants whose skills and experience best match our needs. Due to the high volume of applications, we regret that we cannot take or return phone calls regarding employment.

TO BE CONSIDERED
To be considered for the above-mentioned position, please submit the following items through our online career site https://www.aischool.org/our-school/careers: a letter of interest, resume, and email and phone contact information for three professional references with at least one being supervisory in nature by the stipulated deadline. Incomplete applications will not be reviewed. We will contact those applicants whose skills and experience best match our needs. Due to the high volume of applications, we regret that we are not able to take or return phone calls regarding employment.

EEO
AIS is an equal opportunity employer. We are a diverse community of professionals that broadly reflects the people of the metropolitan Atlanta area and the United States at large. We aim to align our hiring process with our mission and institutional goals. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion or religious practices, sex, gender identity or expression, sexual orientation, citizenship status, national origin, age, ability status, military status, unemployment status or any other category protected by applicable local, state, or federal laws. AIS takes affirmative action in support of its policy to employ and advance all qualified candidates.