KEY AREAS OF RESPONSIBILITY: Systems Software and Hardware Support: Provide hardware and software support to all users, ensuring IT services meet the expectation of the school.
Perform configuration, installation, repair, and upgrades of laptops, desktops, and other devices.
Perform service calls to provide accurate and timely technical support for hardware and software issues, including researching and testing potential solutions, and clearly communicating these to the user.
Provide direct user support by answering phones, responding to user requests sent via the Helpdesk System, email, or by visiting offices to assist users in person when needed.
Investigate problems in systems and services and assist with the implementation of agreed remedies and preventive measures including the maintenance of internal and outsourced IT systems and devices.
Help maintain the Vo IP and digital phone service, working with service support provider in troubleshooting and setting up new users.
Assist AV Technicians during events (which may occur outside regular school hours) and help perform basic troubleshooting of AV equipment, including Apple TVs, LCD Projectors, microphones, sound systems and help maintain AV loaners.
Collaboration and Customer Service: Collaborate with other Client Services Team members to research, test, and recommend tools and utilities that may improve or enhance both user experience and team productivity while fostering knowledge sharing across the team With the Client Services Team, develop and/or recommend standards and improve procedures for technical initiatives and workflow.
Provide ad-hoc user training/demonstration on all standardized software and hardware where necessary.
Collaborate in a flexible and open manner with other Client Services Team members and campus users, with frequent team collaboration and support, excellent communication, and responsiveness.
Equipment Maintenance, Inventory Control, and Documentation: Handle maintenance logistics, work with systems with other support staff and computer vendors.
Document processes and procedures.
Capture client information and problem-solving processes such as decisions made, actions involved, and final resolution.
Maintain a high standard of documentation by thoroughly updating the ticket status in the Helpdesk System, including troubleshooting steps taken, results achieved, recommendations for system improvements, and escalation to supervisor when necessary.
Communicate updates to users through all appropriate channels.
Other Duties As Required: Take an active role in your own development and work towards gaining industry-recognized certifications in the core products used by HKIS in addition to developing other technical and interpersonal skills.
Undertake other duties and functions as required that will impact and strengthen the contributions of the department and overall operations of the school.
MINIMUM REQUIREMENTS AND QUALIFICATIONS: Education: University graduate with a degree in Information Technology preferred Apple Certified Associate certification preferred Apple Certified Support Professional certification preferred Microsoft and/or Google Workspace certification preferred Experience: At least two years of experience supporting Apple and Microsoft products.
Thorough knowledge of installation, maintenance, repair, and troubleshooting of computing equipment, including: Macintosh and Windows computers and operating systems; Application software including Google Workspace, Microsoft Office and Microsoft Admin tools; Web browsers, such as Chrome, Firefox, Safari, Edge; Computer peripherals, including printers, DVD drives, SD cards, and other external drives/devices; Computer networks, including wireless connectivity and VPN; Virus protection and spyware removal software applications; Security and registry configuration changes.
Experience with a ticketing system for request assignment, tracking, escalation, and reporting.
Experience with mobile device management (MDM) tools such as JAMF or Microsoft Intune preferred Familiar with command-line interfaces and basic scripting in both Windows (Power Shell, Command Prompt) and mac OS (Terminal, Bash/Zsh)Experience with programming or scripting languages, with Python knowledge preferred Familiarity with basic networking commands (ping, ipconfig/ifconfig, nslookup, traceroute)Previous experience working in a school environment is preferred.
Required Skills: Solid English communication skills, verbal and written.
Cantonese and Mandarin are also an advantage Excellent customer service orientation and ability to work as a flexible, collaborative, and support team member, while excelling in a fast-paced service environment.
Ability to work with people of various backgrounds with all levels of technical knowledge Ability to work proactively both individually and in a team, with skills to identify potential issues before they escalate Ability to implement appropriate solutions and maintain clear communication with team members and supervisors regarding work progress Willing to work with and support our students and learning community Required to work outside office hours when needed, especially during busy operational periods Ability to handle confidential files and information in a professional manner Intellectual flexibility, technical curiosity, and a sense of humor, including the ability to learn independently.
Child Protection Statement: At HKIS, each child's welfare is paramount.
