IT Technician

**Areas of Responsibility and Key Tasks**

IT REQUIREMENTS
- Provide IT support, training, and orientation for new technology users.
- Offer troubleshooting services through any means of communication & in-person support. Repair when IT equipment or network malfunctions, within a specific timeline.
- Support in the assessment of IT issues.
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority. Complying with the NAE Service Level Agreement.
- Liaise with students, parents and staff to ensure adequate solutions to problems and provide interface with supervisors or specialists when necessary. Approach all parties in a professional manner; when no solution can be offered, escalate query to line manager.
- Set up all devices, following the configuration standards.
- Document all the user´s requests on NAE´s ticketing service to ensure good organization of IT resources.
- Ensure all tasks assigned through the Teams Planner platform are completed and delivered on time, and following the schedule given.
- Maintain records of hardware and software inventory daily. Make sure this is updated on IT inventory.
- Make sure School data information is secure through controlled hardware and software installation and maintenance. Information security is a top priority at Hamelin - Laie and NAE.
- Manage and update Active Directory; user, group & computer objects.
- Observe and revise Antivirus Web Console. Manage virus alerts & threats as top priority.
- Prioritise and ensure equipment, power, & security failures are dealt with by keeping data security and safety in mind.
- Organize and manage repair services for all the IT devices, as well as keeping a good relationship with our repairal partners.
- Undertake and complete any other duties allocated to the IT department, whereby support is needed.
- Make sure IT specialists are always available and in reach to all users.
- During break times IT specialists must take turns to make sure there is someone available for attending queries.
- Maintain all the equipment (projectors and photocopiers in all areas of school) and resolve issues related to it.
- Co-ordinate all print stock and maintain a system to control, monitor and order printer consumables.
- Create manuals to guide users in using printers, projectors, TV boxes and related IT items.

MULTIMEDIA REQUIRMENTS

Set up, operate, maintain, and repair equipment used to enhance live events, such as microphones, video recorders, projectors, lighting and sound mixing equipment.
- Assist staff in the use of any multimedia equipment that includes:

- Classroom equipment (projector, speakers, etc.).
- Auditorium equipment (Projector, sound, lights, microphones, etc.). o Portable and ad-hoc projection for events and meetings.
- Classroom TVs and external TV boxes (Apple TV, MS WDA).
- Schedule/manage/implement the technical requirements of auditorium events within the school day (Sound and Lighting box) and manage technical resources of the auditorium.
- Train users on the correct use of the multimedia equipment.
- Participate in school-wide Audio-visuals and IT projects.
- Help and train users on the correct use of the printing software and hardware.
- Identify new solutions and related items for innovation using multimedia tools.

SKILLS AND KNOWLEDGE REQUIREMENTS
- Advanced knowledge of current technology such as software platforms, servers & operating systems.
- Good team player with good work practices, being able to step forward when a colleague is missing.
- Self-taught capabilities and willingness to learn is a must.
- Good time management skills.
- Accountability and responsibility is required.
- Demonstrate great customer service and listening skills to ensure good outcomes.

**Commitment to Personal and Professional Development
- Participate in and fully engage with the school’s performance management and appraisal process.
- Demonstrate continuous professional and personal development through the identification and implementation of individual development plans arising from company and school performance management and appraisal processes.
- Contribute to wider engagement of colleagues in the marketing and admission function giving support and willingly sharing ideas and materials to promote this.

**Commitment and engagement to the following Company and Professional Values and Dispositions**:

- Seeking and maximizing opportunity within the organisation - For us, opportunities need to be meaningful, about achieving potential and making progress.
- Recognizing and pursuing impact within your role
- For us, impact is about making a difference. It needs to be immediate, positive, and lasting.
- Encouraging and accepting leadership within the organization
- For us, leadership is about considering the team’s needs as well as your own, setting inspiring examples, being supportive and showing real accountability and responsibility.
- Nurturing and modelling respect i