ES Tech Help Center Coordinator

at  Singapore American School

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 tasksPerforming other duties as and when assigned by the supervisor

• Skills/Requirements

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

• 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 tasksPerforming other duties as and when assigned by the superviso