Jobs

Job Summary:

The Technology Helpdesk Technician (THT) provides technology support to the New Hampton School community and primarily monitors and coordinates the Technology Office support queue. The THT resolves routine requests within assigned scope and procedures; escalates work requiring additional expertise, access, or authority; maintains inventory and purchasing records; supports end-user and classroom technology, approved applications, and the 1:1 student iPad program; and creates user training and documentation.

Job Status:

The Technology Helpdesk Technician is a full-time, year-round hourly non-exempt position with benefits in accordance with School policy. Flexibility in schedule may be required to support infrastructure maintenance, technology projects, and other technology initiatives at the discretion of the Director of Technology (DOT).

Specific Duties (including but not limited to):

Helpdesk and End-User Support:

• • Monitor and coordinate requests received through established Technology Office support channels, reviewing new and active requests throughout the day; document and prioritize them in the support queue, communicate status, and ensure appropriate resolution, escalation, follow-up, and closure.

• • Troubleshoot routine hardware, software, connectivity, classroom technology, printer, copier, and peripheral issues within assigned scope, access, and established procedures.

• • Reassign or escalate requests requiring additional expertise, access, or authority, with clear documentation and context for the next person.

• • Prioritize classroom and other time-sensitive needs while maintaining visibility into other open requests and communicating clearly with users.

• • Install and configure approved end-user software on school-owned devices within assigned access and established procedures, escalating requests that require additional access or systems administration.

• • Perform and document repairs for end-user devices, peripherals, classroom technology, and other assigned equipment, coordinating warranty or vendor service when appropriate.

Device Deployment, Inventory, and Purchasing:

• • Receive, label, inventory, prepare, distribute, and collect technology equipment and accessories, including setup, deployment support, user assistance, and repair intake for the School’s 1:1 student iPad program.

• • Maintain accurate asset records and periodically reconcile equipment status, location, lifecycle, and warranties; clean and service assets, and coordinate approved returns or disposition of leased or retired equipment.

• • Create purchase orders and maintain purchasing records for purchases approved by the Director of Technology, coordinating with colleagues for needed details.

Training and Documentation:

• • Create, deliver, and maintain accurate, accessible training and support resources for users, including instruction, written guidance, knowledge-base content, short videos, and approved AI-assisted content.

• • Document common support issues and assigned workflows; participate in departmental cross-training and knowledge sharing; and identify recurring issues or documentation gaps for review with the Director of Technology.

• • Perform other duties as assigned by the Director of Technology.

Required Qualifications:

• • High school diploma or equivalent.

• • Foundational troubleshooting skills for common hardware, software, and connectivity issues, with strong written and verbal communication and customer service.

• • Strong organization and time management, including the ability to prioritize, document, coordinate, and follow through on multiple support requests.

• • Ability to work collaboratively while exercising sound independent judgment and recognizing when escalation is required.

• • Commitment to confidentiality, professionalism, and responsible handling of School information.

• • Ability to successfully complete a criminal background check and motor vehicle record check.

Physical Requirements:

• • Ability to adhere to attendance requirements and deadlines.

• • Ability to perform the physical demands of the position, including standing, walking, bending, reaching, and lifting technology equipment weighing up to 50 pounds.

• • Ability to work in mechanical spaces and other areas where technology infrastructure is installed.

Additional Considerations:

• • Prior helpdesk, customer-service, internship, volunteer, or comparable experience with ticketing, inventory, deployment, or repair.

• • Experience supporting Apple devices and Apple operating systems preferred.

• • High level of enthusiasm for working with adolescents; experience in an educational environment preferred.