ES Tech Help Center Coordinator

2 weeks ago

Singapore Singapore American School Limited Full time

Singapore American School (SAS) is an independent, non-profit, co-educational day school offering an American-based curriculum for preschool through grade 12 with more than 4,000 students from more than 50 nations and over 700 faculty and staff on one campus. Our core technology platforms consist of Apple endpoint devices and Google Workspace for Education among a wide variety of classroom technology and applications to support academic and operational needs.

At SAS, High School supports a BYOD program while Middle School has a 1:1 Macbook program. The Elementary School, grades 1 through 5 has a 1:1 iPad program.

This position is expected to commence in July/Aug 2024.

Roles and Responsibilities:

The Tech Help Center Coordinator is responsible for providing technical support to Elementary School students, teachers, and staff and answering general IT-related inquiries. Specific responsibilities warrant proficiency in using current technology tools and digital platforms to create, communicate, collaborate, and organize.

  • Assist the Technology and Innovation Coordinator in all things related to using technology effectively to support teaching and learning including identifying the need of division-related software, hardware, and accessories
  • Coordinate division-specific tasks with the technology tasks scheduled during half-term, winter, and summer break.
  • Coordinate and assist with the deployment of purchased hardware, software, and subscription accounts
  • Coordinate the yearly retirement, reassignment, and distribution of devices
  • Coordinate and assist with faculty, staff, students, and parents regarding SAS-owned device repairs and payments
  • Face-to-face and remote support for teachers, students, staff, and parents of SAS-owned IT devices
  • Keep an updated hardware and software inventory and device checkouts using databases and spreadsheets
  • Standby support for training conducted by teachers, staff, and students
  • Coordinate with faculty, staff, and students regarding their user credentials
  • Recording all incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.
  • Vigilantly and effectively monitoring, evaluating, and sharing responsibility with other team members for all incidents and requests reported via the helpdesk platform.
  • Working diligently to meet the SLAs (Service Level Agreements) for all reported issues and requests.
  • Analyzing and evaluating all reported incidents and requests for any coordination, collaboration, escalation, or delegation required with other tier 2 or tier 3 level support in the team.
  • Installing, un-installing, configuring, and troubleshooting software on students', teachers', and staffs' devices
  • Configure and manage Apple devices using Mobile Device Management software
  • Guiding students, teachers, and staff on SAS IT software/system and hardware usage (macOS, iOS, Google Workspace apps)
  • Corresponding and collaborating with internal tier 2 support and other school-wide technology teams (Educational Technology and Innovation Coordinators, Educational Technology Coaches, and technology team) regarding escalated/re-assigned support tickets and tasks
  • Performing other duties as and when assigned by the supervisor

Qualifications and Experience:

  • Diploma in Information Technology / Computer Engineering / Business Information Technology
  • Relevant experience (at least two years) in providing IT Support in a dynamic environment
  • Excellent communication skills in English (verbal and written)
  • Positive work attitude and initiative
  • Knowledge of Apple hardware and software (macOS, iOS, tvOS)
  • Knowledge of audio visual hardware and systems
  • Experience in Google Workspace Applications (GMail, Google Drive/Docs, etc.)
  • Interest and good knowledge of technology troubleshooting, maintenance, and installations
  • Able to work diligently, independently and under time constraints
  • Positive and growth mindset with excellent customer service skills
  • Ability to learn and adapt to new technology developments
  • Keen interest and experience in researching and collaborating with team on seeking new technology solutions
  • Ability to work cooperatively with the team
  • Ability to be flexible, creative and problem solve novel technology issues in a fast paced and dynamic environment
  • Mobile Device Management knowledge would be an advantage

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