ICT Helpdesk Support

Job Purpose:

To provide comprehensive technical support for the school's ICT infrastructure, focusing on Apple and Windows devices, audio-visual equipment, and critical school administrative systems (Student Management System, Requisition System, Ticketing System). The role also involves contributing to the efficient operation of school systems through basic understanding of the software development lifecycle, database concepts, as well as generating regular reports on helpdesk activities and managing ICT assets, including the initiation of procurement through the requisition system. This role ensures a stable and effective technology environment for students, faculty, and staff, supporting teaching, learning, and administrative functions.

Responsibilities:

Technical Support (Primary Focus):

• Provide first and second-level technical support to end-users on Apple (macOS, iPadOS) and Windows operating systems, including hardware, software, and connectivity issues.

• Troubleshoot and resolve hardware and software problems related to laptops, desktops, tablets, printers, and peripherals for both Apple and Windows environments.

• Install, configure, and maintain Apple and Windows operating systems, applications, and software updates.

• Support and maintain classroom technology, including projectors, interactive whiteboards, speakers, and other audio-visual equipment.

• Diagnose and resolve technical issues related to audio and visual presentations and setups.

• Provide technical assistance for video conferencing and online learning platforms.

• Manage user accounts and access permissions within both Apple and Windows environments (e.g., Active Directory, Apple School Manager).

• Assist with the management and maintenance of the school's network infrastructure (LAN, WLAN) under the guidance of senior IT staff.

• Provide basic support for mobile devices (iOS and Android).

Support for School Administrative Systems:

• Provide first-line support for the school's Student Management System (SMS), assisting users with login issues, basic navigation, and common functionalities. Escalate complex issues to the appropriate system administrator or vendor.

• Offer basic support for the school's Requisition System, assisting users with login, navigating the system, and resolving common errors related to submitting or viewing requisitions.

• Manage and maintain the school's Ticketing System, including:

  • Receiving and logging all support requests accurately and efficiently.

  • Categorizing and prioritizing tickets based on urgency and impact.

  • Assigning tickets to the appropriate ICT team member.

  • Monitoring ticket progress and following up with users to ensure timely resolution.

  • Closing resolved tickets and updating the knowledge base as needed.

• Generate a weekly helpdesk report summarizing key metrics such as the number of tickets received, resolution times, types of issues, and trends.

Administrative Tasks:

• Stock Check: Regularly conduct inventory checks of ICT equipment, consumables (e.g., printer toner, cables), and spare parts. Maintain accurate records of stock levels and report any discrepancies or low stock to the ICT Manager.

• MacBook/iPad Loan Assignment: Manage the school's loan program for MacBooks and iPads, including:

  • Processing loan requests from students and staff according to school policy.

  • Preparing devices for loan (imaging, basic setup).

  • Assigning devices to users and maintaining accurate records of loaned equipment, loan periods, and return dates.

  • Troubleshooting basic issues with loaned devices.

  • Ensuring the timely return of loaned equipment and following up on overdue items.

• Asset Management: Assist in maintaining an accurate and up-to-date inventory of all ICT hardware and software assets, including:

  • Tagging and recording new assets.

  • Updating asset records with location changes, user assignments, and disposal information.

  • Conducting periodic audits to verify the accuracy of the asset database.

  • Assisting with the disposal of obsolete or faulty equipment according to school procedures.

• Requisition Management:

  • Raise requisitions in the school's requisition system for the procurement of:

    • ICT Equipment: Based on identified needs, stock levels, or requests from staff.

    • Software: For new deployments, upgrades, or renewals.

    • ICT-related Contracts: For maintenance, support services, or subscriptions.

  • Ensure that requisitions are raised accurately with appropriate descriptions, quantities, specifications, and justifications.

  • Follow the school's procurement policies and procedures when raising requisitions.

  • Track the status of raised requisitions and follow up with relevant departments as needed.

Software Development Lifecycle (SDLC):

• Assist in the testing and deployment of new software applications and systems, following basic SDLC principles.

• Collaborate with other IT staff in understanding and supporting school databases, including those underlying the SMS, Requisition, and Ticketing systems.

• Assist in data backups and recovery processes related to supported systems.

• Contribute to the documentation of IT processes and procedures related to supported systems, asset management, and the requisition process.

General IT Support:

• Assist with the setup and deployment of new IT equipment.

• Adhere to the school's IT policies and procedures.

• Provide user training and guidance on the use of school technologies and administrative systems, including the requisition system if required.

• Stay up-to-date with the latest technology trends and best practices, particularly in Apple and Windows environments, AV technologies, relevant educational software, asset management practices, and procurement processes.

• Work collaboratively with other members of the ICT team to ensure seamless IT operations.

• Perform other duties as assigned by the ICT Manager.

Job Specifications:

Qualifications and Experience:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.

• Proven experience (typically 2-3 years) in providing technical support in an educational or similar environment.

• Demonstrable experience in supporting both Apple (macOS, iPadOS) and Windows operating systems.

• Hands-on experience with troubleshooting and maintaining projectors, speakers, and other AV equipment.

• Experience providing basic support for administrative systems (e.g., SMS, Google Workspace, Windows Active Directory, ticketing systems) is highly desirable.

• Experience with inventory management or asset tracking systems is a significant advantage.

• Experience using a requisition or procurement system is desirable.

• Basic understanding of the Software Development Lifecycle (SDLC).

• Experience with user account management in Active Directory and/or Apple School Manager is desirable.

• Experience using and managing a ticketing system.

• Experience generating basic reports from a ticketing system or databases is an advantage.

Skills and Competencies:

• Excellent problem-solving and analytical skills.

• Strong customer service orientation with excellent communication and interpersonal skills.

• Ability to explain technical concepts clearly and concisely to non-technical users.

• Ability to work independently and as part of a team.

• Strong organizational and time management skills with the ability to prioritize tasks1 effectively.

• Attention to detail and accuracy,2 especially in logging support tickets, managing assets, and raising requisitions.

• A proactive approach to learning and problem-solving.

• Familiarity with common Student Management Systems, Requisition Systems, and Ticketing Systems used in educational institutions is a plus.

• Basic report generation skills.

• Strong record-keeping and documentation skills.

• Understanding of basic procurement processes and the importance of accurate requisitioning.

• Fluency in English (written and spoken) is essential.

Personal Attributes:

• Enthusiastic about technology and its application in education.

• Patient and empathetic when dealing with user issues.

• Reliable and responsible.

• Adaptable to changing technologies and environments.

• A commitment to continuous professional development.

• Meticulous and organized in managing physical and digital assets and handling procurement requests.