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ICT Office Help Desk Engineer

Beijing, China | Support Staff | School Year: 2019-2020
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Job Description
Responsible for performing routine and non-routine tasks related to the installation, repair, maintenance, training, support and disposal of PC client computer, printer and peripheral hardware and software, and network cabling systems. The employee may be required to perform any of the duties and tasks described in the following section.
  • Works closely with ISB ICT Office staff to encourage the productive use of the system's capabilities.
  • Collaborates with the ICT Office Help Desk Manager to:
  1. plan, develop and manage the client computer, printer and peripheral preventative maintenance program.
  2. maintain client computer, printer and peripheral systems.
  3. install and implement hardware and software updates and enhancements
  4. develop and install master hard drive images
  5. to report and log all help requests.
  6. analyze hardware and software problems and develop solutions
  7. develop in-house hardware and software solutions, systems and procedures to handle specific client computer, printer and peripheral requirements, in accordance with established ISB procedures.
  8. develop and maintain documentation relating to delivery,  imaging, installation, set up, configuration, testing and maintenance procedures, to ensure accuracy, consistency and accountability. 
  9. ensure the ISB IT equipment inventory is accurate and up to date, and assists with an annual inventory update.
  10. participate in regular periodic hardware and software training.
  11. Complete the delivery,  imaging, installation, set up, configuration and testing of new client computer, printer and peripheral hardware, and software, in accordance with established ISB procedures.
  12. process the disposal of old client computer, printer and peripheral hardware.
  13. m. monitors usage of the client computer, printer and peripheral system resources and report any misuse and/or abuse. 
  14. maintain an awareness of the latest technology, trends and developments in client computer, printer and peripheral systems as they relate to schools in general, and ISB in particular.
  • Performs other duties as directed by the ICT Office Help Desk Manager that are not inconsistent with the qualifications and skills required for this position.


Skills & Requirements
  • Qualifications:
  1. Degree in related field preferred.
  2. MCSE/CCNA/CCNE certification preferred
  • Experience:
  1. two years successful work experience in a technical service industry
  2. two years experience in a PC computer customer support department
  3. two year’s experience in the service, maintenance and repair of Windows PC computers
  4. extensive skills, knowledge, and successful experience on the operations and functions of Windows 10 and or Mac OSX 
  5. skills, knowledge, and successful experience of current versions of MS Office and MS Outlook in an Office 365 environment essential.
  6. Some server level experience would be an advantage
  • Personal Skills/Qualities:
  1. positive, energetic demeanor
  2. strong interpersonal communication skills
  3. ability to work with teams, teachers, students and parents
  4. ability to work independently, orderly and precisely
  5. ability to deal with problems tactfully and with sensitivity for the end user
  6. ability to use good judgment independently
  7. possesses a keen sense of responsibility
  8. ability to handle confidential files and information in a professional manner.
  9. ability to organize and analyze complex tasks in a systematic manner
  10. ability to learn new software and develop appropriate procedures independently
  11. ability to self-educate when formal instruction is not available
  12. ability to provide positive customer service with a helpful, proactive attitude
  13. willingness to work additional hours
  14. ability to work to and meet deadlines
  15. ability to communicate effectively with teams, teachers, students and parents at all levels in both oral and written communications
  16. desire to work with entire ISB community to provide excellent educational opportunities at ISB 
  17. proficiency in oral and written English and Chinese language