Technical Support Advisor

Technical Support Advisor

CLASSIFICATION: Non-Exempt

FAMILY: Informational Technology- 9607

EEO CLASSIFICATION: Professional

SOCPC CODE: 15-1244

REPORTS TO: Director of IT

DATE CREATED: August 11, 2025

DATE REVIEWED:

Required Education/Experience

Preferred Qualifications/Experience

• High School Diploma

• 3-5 Years experience

• Excellent communication and interpersonal skills

• Ability to prioritize tasks, follow up on open issues and work independently.

• Commitment to professionalism, discretion, and maintaining confidentiality

• Align with the Catholic mission and Benedictine values of Benet Academy

• Associate or bachelor’s degree in technology related field

• Experience in IT help desk support or technical troubleshooting is strongly preferred.

• Strong knowledge of Google Workspace for Education tools.

• Familiarity with both Mac and Window operating systems

MISSION STATEMENT

Benet Academy, a Catholic, college preparatory school rooted in the Benedictine tradition, forms young men and women into compassionate leaders, critical thinkers, and faithful servants of God and neighbor.

VISION STATEMENT

A community for life, the Benet Family inspires servant leaders, shaped by prayer and work, who live the Gospel in today’s world.

JOB DESCRIPTION

Summary/Objective

The IT Helpdesk Personnel provides first-level support for Benet Academy’s faculty and staff by responding to help desk tickets and phone inquiries related to technology issues. The position serves as a key point of contact for troubleshooting hardware and software problems, escalating complex issues to external support providers, and communicating solutions in a timely and professional manner. The ideal candidate will demonstrate strong technical knowledge, problem-solving ability, and a service-oriented mindset in alignment with the mission and values of Benet Academy.

Essential Functions

• Monitor and respond to IT helpdesk tickets submitted through the school’s Google-based system
• Answer phone calls from faculty and staff requiring technical assistance during school hours
• Provide initial troubleshooting for common software and hardware issues
• Escalate complex or unresolved issues to appropriate external support vendors
• Track the resolution process and communicate solutions or workarounds back to the end user
• Maintain accurate documentation of reported issues and their resolutions
• Support end users with general operation of classroom and office technology
• Assist in the setup and maintenance of devices such as laptops, printers, projectors, and related peripherals
• Collaborate with the Principal’s Office to ensure consistent delivery of high-quality support

Other Duties

• Adhere to all of Benet Academy’s policies and procedures, as well as the policies of the Diocese of Joliet.

• Serve as a positive role model and always supports the teachings of the Roman Catholic. Church. Creates a faith-focused learning environment within the department and school and maintains a Catholic culture in his or her department that is emphasized including but not limited to words, deeds, manner of dress, and actions.

• Perform other duties as assigned in support of the school’s technology operations

• Other duties as assigned by the Director of IT and/or Administration

Competencies

• Strong problem-solving abilities with a solution-oriented mindset.

• Collaborative, patient, and even-tempered approach to leadership and support.

• Excellent interpersonal and communication skills with a desire to work closely with administration, faculty, staff, and students.

• Proactive, organized, and capable of managing multiple priorities effectively.

• Commitment to fostering a technology environment that supports the mission and values of Benet Academy.

Supervisory Responsibility

This position does not have supervisory responsibility.

Work Environment

This job operates in a professional school environment. This role routinely involves standard office equipment including but not limited to, computers, phones, photocopiers, filing cabinets and fax machines. Noise level is that of a typical school.

Physical Demands (To include but not limited to)

• Mobility: Moving between different locations within the school to troubleshoot issues, set up equipment, or attend meetings.

• Lifting & Carrying: Occasionally lifting and transporting hardware such as servers, computers, and networking equipment up to 50 lbs.

• Fine Motor Skills: Handling small components, cables, and tools for hardware installation and maintenance.

• Extended Screen Time: Spending long hours working on computers, managing systems, and troubleshooting issues.

• Standing & Walking: Conducting training sessions, supervising IT staff, and overseeing technology-related projects.

• Emergency Response: Quickly addressing urgent technical failures, sometimes requiring after-hours work.

Position Type/Hours of Work

This is a part-time, 9-month, school year position. Days and hours of work are typically Monday through Friday, 7:00 a.m. to 12:00 p.m. with a 20-minute paid break. On occasion this position may include some evenings, weekends and summer work (for special projects).

Compensation/Benefits

$40/Hour

This position is not benefits-eligible, except for participating in the retirement program.

Time Off:

• Paid Time Off (PTO): 1 hour accrued for every 40 worked.

• Paid school holidays are observed during the school year.

Travel

This position may require local travel.

EEO Statement

Benet Academy is an equal employment opportunity employer that does not—because of race, color, creed, religion, ancestry, age, sex, marital status, national origin, physical or mental disability or handicap, or veteran status—fail or refuse to hire qualified applicants. Benet Academy reserves the right, however, to determine whether and under what circumstances priority should be given to Catholics for certain employment positions. In addition, for Catholic employees, conformance with religious tenets of the Catholic faith is a condition of employment, and all employees are prohibited from performing, teaching, or advocating any practices or doctrines which are inconsistent with religious tenets of the Catholic faith.

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Part-time

Pay: $40.00 per hour

Expected hours: 25 per week

Benefits:

• 401(k)

Work Location: In person

Salary : $40