Rochambeau, The French International School (“Rochambeau”), is an independent and coeducational day school, That offers an exceptional blend of French curriculum and a robust English program to a diverse student body of 1,270 students from Preschool to 12th grade. Diversity is the hallmark of Rochambeau, with over 80 nationalities represented in the student body. We are dedicated to fostering a culture where diversity, equity, and inclusion remain at the core of who we are.
Job Summary
The IT Help Desk Technician – Tier 2 will provide elevated support and management for on-premises and cloud-based systems. The successful candidate for this position will monitor network operations, perimeter defense, firewall activity, backup and recovery systems, providing oversight, assessment and intervention, as needed. In addition, this role will address all SLAs, points of escalation, and root cause analysis for Tier 2 tickets that come in from users and/or from monitored data. This role will also be responsible for patch management and the documentation of all system updates and upgrades.
The Technician performs analytical, technical, and administrative work in the planning and installation of new and existing school-issued devices and workstations; diagnoses and resolves escalated issues of a moderately complex nature in response to community reported incidents; installs new hardware and software and maintains existing components; trains end-users in the use of equipment and software; performs general IT maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the School; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support.
Provide end user support services in the following areas: iOS devices/Windows 10 and 11, MS Office (2019, 2021, and 365), Google Workspace, Wireless and Wired network connectivity, Projectors (Wireless and Wired), Interactive Displays, Printers/Copiers, etc. (including future technologies and platforms that are vetted and onboarded).
These duties and responsibilities are intended only as examples of the various types of job duties to be performed. The omission of specific duties does not exclude them from the position if the work is a similar, related, or logical assignment to the position.
Expectations in the Role
Maintain strictest confidentiality on all matters.
Foster an atmosphere of respect, responsibility, and safety in every endeavor.
Be supportive in written and spoken communication with members of the school community.
Contribute positively to the professional, mission-focused 'sense of community' with all school constituents.
High degree of cultural competency and demonstrated commitment to working with individuals from diverse backgrounds.
Must be able to clear a background check with results that are satisfactory to the School.
Ability to interface and maintain effective relationships with students, faculty, and staff, and the skills to function proactively and contribute in a highly collaborative administrative team.
Essential Duties and Responsibilities:
Provide advanced customer service and technical support to end-users for escalated hardware and software issues in a timely manner.
Communicate and translate technical information to non-technical end users; maintain communication and monitor incidents through resolution.
Help train Help Desk Technician (Tier I) staff.
Install software on new or existing devices, in accordance with standard procedures.
Assist in the set-up of new equipment and devices as directed.
Assist users in obtaining access to systems.
Utilize and maintain knowledge bases, FAQs, and vendor documentation.
Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
Assist with preventative maintenance within specified guidelines and procedures. Maintain daily performance of computer/server/network systems.
May review and evaluate new computer hardware and software products.
Assist in the tracking of hardware and software inventory.
May need to identify panel/switch port locations and data closet labeling.
Assist and interact with hardware and software vendors.
Participate on committees, projects, school-wide teams.
Adhere to the highest professional ethical standards in order to secure and protect confidential data.
Demonstrate and model strong interpersonal skills to handle sensitive and confidential situations, maintain a positive and respective attitude.
Demonstrates commitment to service excellence standards.
Deploy devices (iOS devices, Chromebooks, PC) using a variety of tools. (Securly and Acronis Snap Deploy (in mass to start each year and periodic updates in cart and classroom deployments).
Monitor device performance and patch management via RMM/Patch Management resources
Commitment to Rochambeau's vision, mission, and values.
Perform related duties consistent with the scope and intent of the position.
Qualifications:
Bachelor's degree, preferably in a network or computer related field with 4-7 years of relevant, hands-on technical experience preferred.
Network+, Security+, MCP (relevant server certifications, Azure, etc.), Google Support certifications desired.
Aruba switch, Meraki and Juniper Mist wireless network administration preferred.
Tools by Acronis, Sophos, Aruba and other platforms desired.
Ability to write technical documentation for issues, processes and remediations.
Advanced knowledge of Google Workspace, Microsoft Windows Desktop, Server, and Network Operating Systems.
Support users and systems at all levels, addressing Tier 1 and 2 tickets as necessary or assigned.
Ability to work independently with minimal supervision.
Ability to focus on detailed work for extended periods of time.
Ability to communicate clearly with individual computing users on all levels – in small groups, one on one and in writing with a high level of technical acumen.
Demonstrated ability to develop and deliver multiple assignments on time and maintain an efficient/timely/punctual daily work schedule.
Must be open to cross-training and have flexibility in duties as assigned.
In accordance with Maryland House Bill 486, Rochambeau is required to contact all former employers to request information relating to child sexual abuse or sexual misconduct involving the applicant. If you would like additional information, please visit House Bill 486. Also, all final candidates will be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions will also be asked.
Equal Opportunity Employer
Rochambeau is an equal opportunity employer and is deeply committed to serving its community, advancing access and equity, and ensuring that all individuals are welcomed and valued. All applicants are protected under Federal law from discrimination based on race, color, religion, sex, national origin, disability, age and genetics or any other basis protected by law. Rochambeau is committed to fostering a diverse and inclusive community and strongly encourages all qualified individuals to apply. For an applicant requesting assistance with the employment application process, please contact Human Resources at (301) 798-4802 or belkel@rochambeau.org. For more information about Rochambeau, please visit the Rochambeau website.
