Help Desk Analyst

About us:

The Jones-Gordon School (JGS) is an innovative private school located in Paradise Valley, Arizona, serving high-potential students in 1st­–12th grades who may have dyslexia, ADHD, or co-occurring learning differences. We offer a supportive, student-centric, and rewarding work environment.

Position Overview:

The Help Desk Analyst role at The Jones-Gordon School is responsible for monitoring events and resolving incidents and problems with the School’s information systems, infrastructure, software, and services as well as providing end user device diagnostics and repair.

This requires the incumbent to be fully knowledgeable about the tools and technologies used to provide optimal solutions in meeting customer needs. The focus of the work is to identify, and resolve or escalate technical issues in a timely and accurate manner.

Incumbents provide direct support and communication to customers (faculty, students, staff, guests, and technical support personnel) to ensure that requests for support are captured and resolved with appropriate follow-up customer communication and documentation developed.

Essential Functions:

• Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and services.
• Serve as the liaison between customers and IT ensuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notifications to the customer.
• Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations.
• Keep abreast of emerging technologies in computing systems and changes to the JGS enterprise systems, services, infrastructure, and processes, including but not limited to patching, maintenance, implementations, and related updates.
• Recognize, identify, isolate, resolve, and document problems with information system products and services.
• Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile/printer device issues.
• Perform day-to-day operational responsibilities of the Help Desk as appropriate (answer phones, emails, and provide technology assistance for walk-in customers, develop and/or distribute reports, monitor activities, respond to alarms and events, mount and label infrastructure, and operate devices such as printers).
• Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards.

Minimum Qualifications:

• Bachelor's degree or equivalent work experience in computer science or related field.
• Knowledge of current desktop/tablet/mobile devices and software operating systems.
• Knowledge of standard smartphone, VoIP phone, printer, and tablet set-up configuration.
• Proficiency in computer troubleshooting and repair, including diagnostics, power washing, and re-imaging for Chrome OS and Windows OS.
• Proficiency in the use of common desktop software and ITSM applications typically acquired through formal education or equivalent direct experience, including support of Education and Enterprise (or hosted) Systems.
• Knowledge of ITIL Foundations best practices.
• Knowledge of common browsers (i.e. Internet Explorer, Chrome, Firefox, and Safari).
• Knowledge and experience of specific operating systems, networks, DNS (Domain Name Systems), system platforms, and programming languages.
• Knowledge of data communication software and a variety of data communication protocols (Configuring and troubleshooting Wired and Wireless settings).
• Demonstrated ability to work effectively with customers, vendors, contractors, and other non-technical staff.
• Excellent communication, organizational, and interpersonal skills.
• Ability to handle difficult situations diplomatically and ability to solve complex problems efficiently and effectively.
• IVP Fingerprint Clearance Card (can be in process at time of start)

Hardware & Software Experience Requirements:

• Experience managing SonicWalls, Ubiquiti devices, Switches, and other Enterprise network devices.
• Experience managing Google Admin Workspaces to configure and manage users, groups, and security policies.
• Experience managing DNS policies such as MX Records, A Records, and DMARC entries for multiple domains.
• Experience powerwashing Chromebooks, Disk Imaging PCs, and managing a Domain Controller.
• Experience troubleshooting enterprise printers, including printer user management, scanning, and ink replacement.
• Experience working in Slack & Google Chat with external vendors and contractors.

Physical Requirements:

• Must be able to push, pull, and/or lift up to 50 pounds at times.
• Must be able to physically work in small spaces, under desks, and on ladders.
• Must be able to traverse school facilities and lead students to safety in the event of an emergency.

If you are highly motivated and passionate about education and technology, we encourage you to apply for this exciting opportunity at our small, private school.

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and students.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Application Question(s):

• What skills have you developed that you believe would make you a successful help desk analyst here?
• How do you troubleshoot a network connectivity issue?
• How do you respond if you don't know the answer to a customer's question?

Ability to Relocate:

• Paradise Valley, AZ 85253: Relocate before starting work (Required)

Work Location: In person