IT Help Desk Support Technician

Packer is seeking an IT Help Desk Technician to provide friendly, knowledgeable user support in our Tech Center, the busy technology hub of The Packer Collegiate Institute. This role responds to a wide range of technical questions and issues, offering clear guidance and practical solutions to students, faculty, staff, and families.

The ideal candidate brings broad technical knowledge along with strong interpersonal skills and a strong commitment to customer service. They are patient, approachable, and able to communicate effectively with users of all ages and levels of technical understanding, from early elementary students to adults. Success in this role means more than resolving issues. The Help Desk Technician empowers users by explaining both the how and the why behind solutions, adjusting the level of detail to meet each user’s needs and helping them build confidence to troubleshoot future issues independently.

The Information Technology Department supports the Packer community through direct service and essential operational systems. This position is designated as on-campus and requires in-person attendance. This role is not eligible for remote or hybrid work.

ESSENTIAL FUNCTIONS 

• Serve as a primary in-person contact for students & staff seeking technical assistance

• Provide accurate information to users on IT products or services

• Contribute user help articles to our online knowledgebase

• Support the accurate inventory and tracking of IT assets

• Clarify issues raised by users to identify the problem that needs to be addressed

• Walk customers through the problem-solving process

• Escalate unresolved issues to Level 2 support staff, as needed

• Record details of tech problems and resolutions in the Jira Service Management platform

• Communicate timely and clear status and other information about issues with affected users

• Relay customer feedback or suggestions to the appropriate internal team members

• Identify and suggest possible improvements on IT procedures and process

POSITION QUALIFICATIONS 

Competencies: 

• Good understanding of computer systems, mobile devices, data and voice networking

• Ability to maintain professional demeanor under stress

• Maintain the approach of a life-long learner, eager to grow and able to learn independently by reading documentation as well as finding and using online resources

SKILLS & ABILITIES 

• Ability to diagnose and resolve basic technical issues, with strong macOS troubleshooting skills

• Excellent verbal and written communication skills

• Customer-oriented with patience and a desire to help users succeed

Education: 

• BSc/BA in IT, Computer Science or relevant field.

Experience:  

• Proven experience as a help desk technician or other customer support role, including the management of tickets in a support ticketing system. (JIRA Service Management or similar.)

Preferred experience:

• Experience supporting classroom AV systems and users

• Experience with JAMF Pro MDM for MacOS laptop & iOS mobile device management

Physical Demands

• Must be able to lift 35lbs, climb stairs and use ladders

WORK ENVIRONMENT 

This role is primarily based in Packer’s Tech Center and operates within an open, collaborative team environment. In addition to providing support in the Tech Center, the IT Help Desk Technician may be called upon to assist with technology installed in classrooms and other spaces across Packer’s campus.

Packer’s historic campus includes limited elevator access, and movement between locations often requires the use of stairs. Some work areas are not accessible by elevator or ramp. The role operates within a school culture characterized by positive, respectful, and supportive relationships among faculty, staff, and students with a high expectation of customer service and support.

Reasonable Accommodations: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Packer's values and vision of educational excellence include embracing diversity, fostering community, nurturing a sense of belonging, and ensuring all learners are valued and challenged. We actively embrace the diversity of New York City and seek employees who share Packer’s values of equity, inclusion, and belonging, and who wish to learn from the experiences and perspectives of others. We strongly encourage applications from candidates whose backgrounds and perspectives may be underrepresented.

The Packer Collegiate Institute does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national and ethnic origin, ancestry, age, marital status, disability, or any other characteristic protected by law. This policy applies to, but is not limited to, educational policies, admission, financial aid, hiring and employment practices, use of school facilities, athletics, and other school-administered programs.