Department: 

Technology

Reports to: 

Chief Information Officer

FLSA Status:

Non-exempt 

Summary:

The IT Help Desk Specialist will provide Level I technical support for the Hathaway Brown School community and will require flexibility in his or her schedule to support occasional before school, after school and weekend events. The ideal candidate for this position has a passion for customer service and solving problems and an unrelenting passion for excellence and improvement both personally and professionally. The IT Help Desk Specialist enjoys working with people and will have a friendly and engaging personality. The ideal IT Help Desk Specialist feels the need to get the job done efficiently, accurately, thoroughly, on schedule, driving it to a positive and satisfactory conclusion. The IT Help Desk Specialist loves to solve problems and understands that technology serves people.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a responsible member of the Technology Team by providing technical support over the phone, via email or web, and in person, escalating issues as necessary

• Maintain timely and accurate help desk records to support end user training needs, identify patterns, and systemic problems

• Use the help desk system to update the status and histories of assigned tickets in a timely manner and prepare daily, weekly and monthly reports as required

• Responsible for account creation and removal

• Responsible for all phases of managing desktops and laptops such as, but not limited to, the creation of an image, deployment, and ongoing maintenance using an array of tools such as an MDM solution

• Support the annual refresh cycle (clean-up, upgrade, roll-out) for all 1:1 grade level devices

• Administer mobile device management (MDM) systems (Intune, Mosyle, Apple Configurator) and set up and distribute apps via MDM on school-owned iPads per grade level specifications

Complementary Duties:

• Document internal and end-user procedures

• Support and maintain classroom hardware - projectors, interactive flat panel displays, document cameras, speakers

• Support end users with academic software - Smart Notebook, Microsoft Office, Google Apps, Blackbaud Learning Management System

• Work with the CIO and Director of Network Technology from a support and infrastructure perspective as to the progress and needs of the programs 

• Perform a wide variety of tasks and change focus quickly as demands change

• Recommend methods and solutions for higher quality and efficiency

• With other members of the IT Department, prioritize and manage multiple open cases

• Maintain excellent communications with members of the Technology Department and all client/end users

Education and/or Experience:

Associate's or Bachelor’s Preferred (Engineering, Computer Science, Technology, or similar field)

Why Hathaway Brown:

• Competitive salaries for Independent Schools

• Comprehensive medical, dental, and vision package, 403(b) plan with matching

• Employer-covered life insurance

• Employee Assistance Program

• Voluntary insurance offerings: additional life, accident, critical illness,

• Professional development program

• Wellness credit

• Collaborative teaching environment with seasoned professionals

Diversity, Equity, and Inclusion

Hathaway Brown School is committed to building a diverse, equitable, and inclusive learning community through our admission policies, hiring practices, professional development, curricular and extracurricular programming, and school culture. We believe that these communities must be centered on the work we do. Hence, we strongly encourage applications from people who are members of other marginalized communities. View our full DEI statement.

About Hathaway Brown

Hathaway Brown School has a rich 146-year history of educating and empowering girls. As Ohio’s oldest continually operating college preparatory for girls, Hathaway Brown has earned a reputation for academic excellence and innovation in the region and around the country. Home of the Learn for Life signature approach, Hathaway Brown has long been devoted to a fusion of cutting-edge curriculum and experiential learning. Our approximately 850 students and 225 faculty and staff come to Hathaway Brown from 89 different communities in Northeast Ohio and enjoy our stunning 16-acre campus in Shaker Heights, Ohio – just minutes from the cultural attractions of downtown Cleveland.

To Apply

Interested candidates should email a resume and cover letter to hrstaffing@hb.edu. If you have any questions you may contact Meredith Cavell, Director of Human Resources at 216-320-8112.

Hathaway Brown School
19600 North Park Boulevard
Shaker Heights, OH 44122
EOE

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