System Administrator and Help Desk Lead

The Hill School•Pottstown, PA

10d

About The Position

The System Administrator and Help Desk Lead is a key member of the Information Technology Services team, responsible for maintaining critical IT systems while leading day-to-day technical support operations. This role supports a wide range of technology needs for faculty, staff, and institutional systems, managing complex tickets, guiding Level 1 technicians, and administering core infrastructure tools. The ideal candidate combines deep technical expertise with strong leadership and user-facing communication skills.

Requirements

Bachelor's in Computer Information Systems or Computer Science (4-year program)
Two years' experience in system and network administration.
Knowledgeable in IT best practices, including ITIL and Microsoft Operations Framework (MOF).

Nice To Haves

Candidates with a certification in systems administration or cyber security are preferred.
Microsoft, VMware, or Aruba certifications are considered a plus.

Responsibilities

Serve as the primary escalation point for complex or unresolved Level 1 support tickets.
Provide comprehensive help desk support for hardware, software, network, and user-facing systems.
Troubleshoot and resolve software issues, including installations, configurations, and performance problems.
Support hardware devices, including desktops, laptops, printers, scanners, and peripheral equipment.
Deliver technical support for mobile devices (iOS/Android), A/V systems, and game/special-use systems.
Respond to all help desk tickets with urgency and professionalism, ensuring timely resolution.
Instruct users on how to use common applications such as Microsoft Office, Zoom, and institutional tools.
Rapidly learn and support new software systems used by faculty and staff.
Manage and maintain Intune, Jamf, Connectwise suite, Medicat (EMR).
Diagnose and resolve hardware-level network issues and connectivity problems.
Mentor and guide Level 1 Help Desk staff, providing technical oversight and daily support leadership.
Create and update IT knowledge base articles, documentation, and support resources.
Support IT leadership in developing, implementing, and refining technology policies and workflows.
Promote and implement basic cybersecurity best practices, including user awareness, software patching, and endpoint protection monitoring.