Help Desk Associate

Heritage Christian Academy (HCA) is seeking a qualified Help Desk Associate to oversee our IT helpdesk needs. As a growing K-12 school, Heritage Christian Academy requires the ability to respond to teacher, staff, and parent issues in a time-sensitive way.

If you are a technically skilled individual who is passionate about supporting the technology needs of a Christian educational institution, exhibits professionalism, and possesses the listed technical skills, we invite you to apply for this Help Desk Associate position at Heritage Christian Academy.

1. Models Christian Behavior with Issue Resolution:
   • As a customer service representative, the technician needs to demonstrate good communication skills and the ability to answer questions calmly and effectively under pressure.
2. Professionalism:
   • The technician must present a professional appearance and exhibit punctuality in all aspects of work.
   • Demonstrates good time management and organizational skills when leading or managing projects.
   • Possesses professional social skills that represent HCA with a commitment to professionalism and excellence.
3. Technical Oversight/ Skills (Desired - On-site Training Available):
   • Cisco Meraki SD-WAN, wireless administration
   • Google Workspace Administration
   • Windows 10/11 Pro Administrator
   • Mac Administrator
   • Network maintenance/administration
   • Papercut
   • Office 365 administration
   • Troubleshooting
   • Printers
   • A/V classroom equipment
   • A+ certification desired
   • N+ certification desired
   • 3cx Phone Administration
   • Ubiquity NVR
   • Google Classroom Administration
   • Experience with AWS Lightsail (optional)
   • Clever.com
   • Godaddy DNS administration
   • Volume licensing program (Microsoft)
   • Apple DEP
   • Asset Tiger
   • Mailchimp
   • Webconnex

Reports to: IT Director

Responsibilities:

• Advanced Technical Support:
  • Serve as a point of contact for escalated technical issues, providing advanced troubleshooting and problem resolution.
  • Assist with the installation, configuration, and maintenance of software applications, hardware, and network devices.
• System Administration:
  • Administer user accounts, permissions, and access controls.
  • Collaborate with the IT team to manage servers, domains, and other system-level components.
• Network Support:
  • Monitor and maintain the school's network infrastructure.
  • Assist in the configuration and troubleshooting of routers, switches, and other networking equipment.
• Collaboration and Training:
  • Work closely with educators and staff to understand their technology needs.
  • Provide training sessions to end-users on software applications and technology best practices.
• Security and Data Protection:
  • Implement and enforce security measures to protect sensitive data.
  • Participate in the development and execution of disaster recovery plans.
• Documentation and Knowledge Sharing:
  • Maintain detailed documentation of systems, configurations, and troubleshooting procedures.
  • Share knowledge with team members and contribute to the improvement of IT processes.

Nice to Have: Teams deployment/admin experience