Position Title: FT Technology Helpdesk Technician

Position Location: Lutheran South Academy (LSA)

FLSA Classification: Non-Exempt

Reports To: IT Operations Manager

Position Purpose: Provide a single point of contact for all district staff and students to resolve problems relating to computer- and communications-related services. Responsible for phone support, technology issue evaluation, and distribution of technology-related work orders.

Job Requirements:

• Maintain accurate inventory of hardware, software, and other equipment and materials.
• Perform application integrations, testing and troubleshooting of software problems.
• Monitor Help Desk phone & support ticket queue.
• Prioritize, reply, address, and resolve IT tickets and walk-ups through completion.
• Arrange for contract repairs for work that cannot be performed in-house.
• Work closely in a small team to support all staff and students with their technology issues.
• Actively contributes to our internal knowledge base and provide continued training/support for teachers & staff.
• Setup, configure, diagnose, and repair end-user devices, not limited to, Chromebooks, Macbooks, Windows devices, etc.
• Work as the single point of contact for initial technical support and service request.
• Communicate with IT Operations Manager regarding unresolved problems.
• Keep abreast of current and upcoming technology and standards to enhance operations.
• Perform some network analysis where requested, then escalate when needed.
• Arrive on-time and ready for the workday.
• Dress appropriately for the workplace.
• Maintain a positive, helpful attitude.

General Requirements:

• Maintain a high standard of ethics and honesty.
• Maintain accurate, competent, and efficient performance.
• Guard the confidentiality of personnel and financial records.
• Willing to take on special projects and learn new software when needed.
• Develop and maintain good internal controls for the protection of the school.
• Ability to work independently with minimal supervision, as well as a member of a team.
• Fulfill other duties as assigned.
• Employees are held to the highest standards of professionalism, collegiality, and personal conduct.
• Punctual and reliable attendance.

Qualifications:

• High school diploma or GED required
• Associate Degree in a related field from an accredited college or university is preferred.
• Technical certifications preferred.
• Experience in macOS and iOS support environment using an MDM (preferably JAMF).
• Basic network troubleshooting knowledge.
• Basic knowledge of troubleshooting standards, hardware replacement, office and conference A/V equipment, projector maintenance.
• Basic familiarity with cloud-based technologies & services (GSuite, Hangouts, O365, VoIP, Zoom, etc).
• Strong organizational skills and the ability to maintain detailed records.
• Able to define problems and implement appropriate solutions.
• Must be able to work with all levels of management, faculty/staff, students, and outside services.
• Able to meet deadlines and give attention to details and accuracy.
• Able to apply common sense understanding and to carry out instructions furnished in written or oral form. Ability to ascertain which people may need immediate assistance and to act accordingly.
• Humbly acknowledge one’s strengths and weaknesses in an effort to grow professionally.
• The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Terms of the Position:

• Full Time Position
• Will be reviewed annually by the IT Operations Manager and the CFO.

• Positive performance reviews are expected for continued employment.

Physical Requirements and Work Environment:

• Regularly sit, talk, and hear.
• Regularly uses close and distance vision.
• May stand or work at a desk and computer for extended periods of time.
• Work primarily in a traditional climate-controlled office environment.
• Duties may require bending, twisting, and lifting of materials up to 50 lbs. Duties will require standing, walking, sitting, crawling, and reaching.

Employees are held to the highest standards of professionalism, collegiality, and personal conduct.

The requirements listed in this document are the minimum levels of knowledge, skills, and/or abilities.

Addendum

Statement of Belief

FAITH STATEMENTS:

Every day, God gives us the opportunity to live, to learn and to love. He challenges those of us who follow Christ to do that by developing a Biblical worldview and to put our faith into action. These statements act as a template through which we strive to become all that God calls us to be. (For a more detailed explanation of these statements, go to The Lutheran Church - Missouri Synod website.)

What We Believe:

ABOUT THE BIBLE: The Bible is the true Word of God without error or contradiction and, therefore, is the final authority in all matters of faith and life. We believe that the Bible gives clear direction on critical issues such as homosexuality, abortion and the sanctity of marriage. Through the eyes of God's Word, we seek to develop a Biblical worldview that compels us to love and action. (Psalm 139:13-16; Mark 10:5-9; Romans 1:21-27; 2 Corinthians 5:16; 2 Timothy 3:15-17)

ABOUT GOD: There is only one true God, who has revealed Himself in three persons (Triune) - God the Father who created us, God the Son (Jesus Christ) who saved us, and God the Holy Spirit who brings us to Jesus and is our help throughout our journey here on earth. (Matthew 28:19; Romans 5:5-6)

ABOUT HUMAN BEINGS: Human beings are the crown of God's creation. Adam and Eve, the first man and woman created in God's image, chose to sin in the Garden of Eden. As a result, all people are conceived and born sinful and are completely incapable of saving themselves by good living. (Genesis 1:27; Genesis 3; Psalm 51:5; Romans 3:10-12,23)

ABOUT JESUS CHRIST: Jesus Christ is entirely God and at the same time entirely man. He was born of the Virgin Mary, lived a perfect life, died on the cross, rose from the dead, and now rules at the right hand of God. All of this, He did for us. One day He will come again to bring us home to heaven. (John 1:1-3, 14; 1 Timothy 2:5-6; Luke 1:26-38; Hebrews 4:15; Romans 5:6-8; 1 Corinthians 15:12-24; Ephesians 1:20-23; 1 Thessalonians 4:14, 17)

ABOUT GRACE: God, motivated by His unconditional love for us, provided for our salvation through His Son, Jesus Christ. This action of love is a gift called Grace, and by it we are saved through faith in Jesus Christ. (John 3:16; Ephesians 2:8,9)

ABOUT FAITH: Faith in Jesus Christ comes by the power of the Holy Spirit. He works through the means of Grace - His Word and the Sacraments of Baptism and the Lord's Supper - through which we receive the blessings and benefits of Jesus' saving death and resurrection. These blessings are the restoring of our relationship with God, forgiveness of sins, eternal life, and salvation. Because we see faith as a journey, change is assumed, innovation is expected, and rebirth is welcomed. (John 6:63; Romans 10:17; 1 Corinthians 11:23-26; Matthew 28:19-20)

ABOUT BAPTISM: Baptism is water applied in the name of God the Father, Son, and Holy Spirit according to Jesus' command and promise. This sacrament gives salvation to all people who receive it through faith, delivers and applies the forgiveness of sins, and makes us members of God's family. (Matthew 28:19-20; John 3:5; Titus 3:5; Ephesians 5:25-26; Romans 6:4; 1 Corinthians 12:13; Colossians 2:11-12; 1 Peter 3:21)

ABOUT THE LORD'S SUPPER: The Lord's Supper is the real body and blood of Jesus Christ present with the bread and the wine. Based on Jesus' command, we eat and drink this supper for the forgiveness of our sins and the strengthening of our faith. (Matthew 26:26-29; 1 Corinthians 11:23-26)

ABOUT THE CHRISTIAN LIFE: Good works, prayer, and holiness of life are the fruit of faith in Jesus Christ, not the cause of faith or salvation. It is a privilege to live for Jesus, seeking to serve and honor Him in all facets of life. We believe that all life is spiritual and through a relationship with Jesus Christ, all of our fears, failures, and brokenness can be restored and made whole. (John 15:5; Colossians 2:6-7; Ephesians 5:1-8; Galatians 5:16-25; Hebrews 11:16)

ABOUT MISSION: We take great joy in partnering with God to change the world. We do this by sharing His message of salvation, embracing the truth that all of life is sacred, knowing that hope is real and that tomorrow can be better than today. (Psalm 139; Jonah 3:4-9; Matthew 28:18-20; Mark 16:15; Colossians 4:6)