IT Help Desk Coordinators monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.

Duties and Responsibilities

·         Follow and enforce IT support policies and procedures, suggesting improvements when necessary.

·         Provide excellent customer service and technical support to the ICS Community, including faculty, staff, students, and parents.

·         Provide first-contact support via walk-ins and phone calls to the Help Desk.

·         Perform basic troubleshooting on Windows and Mac platforms.

·         Troubleshoot Wi-Fi connectivity issues.

·         Monitor critical ICS infrastructure components using industry-standard monitoring tools.

·         Conduct basic hardware repairs, such as screen replacements and hard drive swaps.

·         Respond to Help Desk tickets within agreed Service Level Agreements as Tier 1 support.

·         Track and report on projects that involve IT across different departments.

·         Manage Help Desk tickets in terms of priority, assignments, and overdue escalations, ensuring timely resolution.

·         Monitor and ensure compliance with device policies.

·         Keep management informed of urgent or widespread issues promptly.

·         Generate monthly help desk reports for management.

·         Assist with IT inventory and checkout processes.

·         Provide training and mentorship to students, teachers, and staff on technology.

·         Mentor IT team members in IT Help Desk processes and procedures

Job Requirements

KNOWLEDGE, ABILITIES AND SKILLS

·         Bachelor's degree in a technical field, preferably in Computer Science or Computer Information Systems.

·         At least 6 years of experience supporting hardware and/or software in a technical environment.

·         1-2 years of relevant work experience in a Technical Help Desk environment.

·         Intermediate working knowledge of Windows Desktop, Windows Server, MS Office (Word, Excel), Google Workspace, and Mac OS.

·         Basic hardware repair skills.

·         Ability to prioritize work

·         Strong communication skills, both written and verbal.

·         Able to establish and maintain strong working relationships with team members to promote teamwork and collaboration.

·         Excellent problem-solving and data analysis abilities.

·         Process-oriented with the ability to follow established procedures.

·         Proficiency in spoken and written English.

How to Apply

Interested candidates fulfilling the minimum requirements looking for an exciting opportunity to contribute to a dynamic IT department are invited to send their applications to  hr@icsaddis.org by Friday 22 March 2024. 

Note: copies of transcripts, academic degrees, or recommendation letters should not be included with your application. You will provide the documents upon request. 

  Child Protection – Safe Recruitment Practices

 As part of our recruitment practices at our school, employees are required to possess and validate appropriate qualifications for all positions.  For all potential hires, we communicate directly with previous references to ensure due diligence within the recruitment process. Once at school, ICS has a professional code of conduct, including Child Protection training reviewed with employees and signed annually.