About the position
The Help Desk position in Stow, Ohio, is a critical role within the education for excellence system of schools, focusing on providing exceptional customer service and technical support to teachers, students, and staff. This position is designed for individuals who are passionate about technology and have a strong desire to assist others in resolving IT-related issues. The Help Desk professional will be responsible for troubleshooting a variety of IT problems, ensuring that all users can effectively utilize their technology resources. This role requires a calm demeanor, especially in high-pressure situations, as the Help Desk professional will often be the first point of contact for users experiencing technical difficulties. In this position, the Help Desk professional will assist users through various communication channels, including phone, email, remote support, and in-person interactions. They will maintain ownership of issues from the moment they are reported until they are fully resolved, demonstrating a commitment to customer satisfaction. The role also involves researching solutions for problems that may fall outside the individual's current knowledge base, highlighting the importance of continuous learning and adaptability in the ever-evolving field of technology. Candidates for this role should possess a foundational understanding of hardware troubleshooting, including the ability to identify and replace faulty components, as well as experience with a range of devices such as PCs, Chromebooks, Smartboards, and printers. A customer-oriented attitude is essential, as the Help Desk professional will need to communicate effectively with users and demonstrate a genuine desire to help them resolve their issues. Self-motivation and organizational skills are also crucial, as the individual will be expected to manage their workload independently and proactively address problems as they arise.
Responsibilities
- Assist teachers, students, and staff via phone, email, remotely, and in person with all IT issues.
- Maintain ownership and troubleshoot issues to completion.
- Maintain a calm and professional demeanor while assisting users.
- Research issues outside of current knowledge and skills.
Requirements
- Basic hardware troubleshooting skills, including differentiating between faulty components (hardware, software, configuration, connection).
- Experience supporting PC laptops, PC desktops, Chromebooks, Smartboards, printers (especially HP), copiers (Konicaminolta), projectors (Epson and In Focus), and iPads.
- Customer-oriented attitude with a true desire to solve issues and help end users.
- Ability to communicate effectively with users.
- Self-piloting skills to take a problem from definition to resolution, including contacting vendors for warranty issues.
- Organized and self-motivated, able to define tasks and tackle them without waiting for a checklist.
- Desire to continue learning and growing IT knowledge and skills.
Nice-to-haves
- Experience with imaging computers.
- Experience with enrolling and updating Chromebooks.
- Basic network troubleshooting skills (PING, diagnosing a loopback on a switch, static/DHCP addressing).
- Experience upgrading from Windows XP to Windows 7.
- Experience with GAFE (Gmail, Drive, Groups, etc).
