Help Desk Supervisor

5 months ago

Oakville, Canada St. Mildred's-Lightbourn School Full time

Full-Time Permanent Position

Who We Are

Located on 10 beautiful acres in the heart of Olde Oakville, St. Mildred’s-Lightbourn School (SMLS) is a premier independent school for girls from JK through to Grade 12. Our mission is to engage each girl in a personalized, real-world learning experience where she explores her unique pathways within a nurturing community.

An Opportunity to Join SMLS

Role Overview

Position Details

**Department**: Information Technology

**Reports to**: Director, Information Technology

**Liaises with**: Staff, Faculty, Students

**Education**: Post-secondary education in Computer Programming, Networking or Computer Experience: 5+ years of Help Desk experience

Advanced knowledge of Mac and PC Applications

Comfort with Audio/Visual presentation equipment and use

Experience in Education (asset)

Experience in an Independent School (an asset)

Experience in not for profit environment (an asset)

**Working Conditions**: Office / School Environment, Mac, Google

Key Responsibilities

Understanding of PC and Mac Platforms, understanding of network systems, computer and computer Design, multi-tasking, project management.

Provides technical hardware and software support for student and staff Mac laptops, Windows computers, printers, iPads, smart-phones. (total devices is approx. 700 units).

Configures and builds main annual Mac laptop image/update workflow for annual summer updating of over 700 laptops.

Performs imaging/updating all SMLS laptops (staff/students) over the summer and throughout the year as needed.

Manages assets (Mac/Windows PC/iPads etc.) in Web Help Desk with assets tied to user accounts via serial numbers.

Configures and maintains Apple School Manager (all MacOS devices).

Configures and maintains JAMF Pro MDM for imaging/updating Apple devices (iOS/MacOS).

Configures printing devices and drivers for all devices (Mac & Windows).

Manages users in PaperCut print queue server and configures Canon photocopying accounts for staff.

Administers Service Desk ticketing server (creates new users, adds assets, manages incoming IT requests, delegates tickets to other IT Staff where necessary).

Manages IT Help Desk supplies and peripherals, recommends new purchases to the Director of IT.

Provides audio/video support and configuration - projectors, Epson Brightlinks, RevTouch interactive displays, audio equipment, presentation setups.

Assists in administering Google Workspace for Education (Gmail, Calendar, Drive etc. including User accounts, access, groups etc.).

Troubleshooting general technical issues for staff, students and SMLS community.

Troubleshooting, managing and maintaining specific systems such as: MDM (JAMF Pro), Apple School Manager, Papercut print queue server, Google Workspace for Education, Adobe Creative Cloud, Apple Caching Server, Blackbaud Education Management suite (MySMLS).

Troubleshooting, managing and maintaining the SMLS phone system.

Troubleshooting, managing and maintaining iPads (iOS and app deployment).

Be an escalation point for more complex technical issues.

**Oversee IT related projects such as**: annual system upgrades, migrations (on-prem to Cloud/SaaS), audio/video presentation setups.

**Summer laptop upgrade/deployment lead**: student/staff laptop upgrade and deployment (approx 700 laptops), ensure accuracy of configuration, ensure completion at specified timeframe (September), troubleshoot upgrade-related technical issues, iPad management and deployment (appx 150 iPads).

Window devices, deployment, troubleshooting and maintenance.

Tracking and inventorying SMLS devices.

Coordinate with external repair shops for hardware related issues.

Coordinate with vendors for specific support and/or issue resolution.

Manage supplies and peripherals, order as needed.

Conduct project brainstorming and research sessions with the IT Department.

Provide IT training for the Help Desk/IT Dept.

**Managing ticketing system**: monitoring and assign IT support tickets accordingly, reviewing tickets resolutions to ensure quality and accuracy, manage users, and manage inventory.

Generate and analyze reports for various business needs.

Develop proper documentation for troubleshooting and system maintenance procedures.

Identify technical inefficiencies in systems workflow.

Ensure projects are completed in the timeframe specified and within the budget.

Stay up to date with the latest IT trends and practices.

Identify opportunities for improvement, efficiencies, trends and/or issues for the Help Desk.

Provide regular updates on Help Desk operations and projects to the Director, IT.

Who You Are

Your Strengths

An enthusiastic, articulate, and creative individual who communicates with ease and confidence.

A critical thinker who demonstrates initiative, integrity and attention to detail.

A team player who enjoys being part of a vibrant, collaborative community and contributes positively to all areas of the school.

An initiator who chall

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