IT Help Desk Representative

Located in Hershey, PA, Milton Hershey School (MHS) is a tuition free, home, and private school for over 2,000 Pre-K through 12th grade students from under-served settings. Founded in 1909 by Milton and Catherine Hershey, the lives of more than 11,000 students have been positively transformed through MHS's high-quality career-focused education, nurturing home life, and extensive extra-curricular opportunities. And we're growing to serve more students!

MHS is seeking a full-time Help Desk Representative (HDR) to join the Information Technology (IT) Department. This role is an onsite position and pays $46K - $62, plus benefits.

The HDR position provides in-person and phone/remote support to MHS staff and students. This position provides Level 1 and 2 support from MHS's main IT Help Desk. HRD's work on a variety of issues, including but not limited to, unlocking passwords, troubleshooting hardware and software related issues, smart phone support, printer installation/troubleshooting, Office 365 issues, and basic network troubleshooting. The role requires the ability to demonstrate exceptional customer service with clear and effective communication.

Responsibilities include:

• Conducts first line of support for all calls/emails coming into the Help Desk.
• Uses ticketing system to track and document work.
• Escalates calls to appropriate support staff in a timely and proficient manner.
• Investigates and resolves computer software and hardware problems of users/students.
• Images, installs, troubleshoots, diagnoses, and repairs Apple and PC hardware and software.

• Post HS vocational or technical education and or certifications in IT. (ITIL, CompTIA, Microsoft Certifications).
• At least three years of experience in IT support.
• Experience with a ticketing software - (Manage Engine Service Desk Plus preferred).
• Strong knowledge of Microsoft and Apple based operating systems and ability to troubleshoot across platforms.
• Exceptional interpersonal skills including the ability to troubleshoot over the phone and in person.
• Candidates must demonstrate a high degree of integrity as all MHS staff are considered role models for students.