Help Desk Technician

Position Title: Help Desk Technician

Department: Technology

Location: Claremont, CA/Onsite

Employment Type: Full-Time / Non-Exempt

Why Webb?

At The Webb Schools, our mission and values shape daily life. Grounded in the pillars to think boldly and creatively, act with honor and moral courage, lead with distinction, and serve with a generous spirit, Webb is a vibrant, purpose-driven boarding and day school community. With a 104-year legacy and a culture rooted in character, intellectual curiosity, and authentic relationships, Webb is a place where faculty and staff are empowered to do meaningful work that advances both student growth and institutional excellence.

Summary:

The Help Desk Technician provides frontline technical support to faculty, staff, students, and families at The Webb Schools. This role is responsible for resolving everyday technology issues, supporting school devices and classroom technology, assisting with student devices and loaner workflows, and helping ensure a responsive, professional support experience across campus.

The ideal candidate is service-oriented, organized, technically capable in both Windows and macOS environments, and comfortable working in a fast-paced school setting with a wide range of users and needs.

Essential Duties & Responsibilities

Specific responsibilities may include but are not limited to:

• Provide first-line technical support for hardware, software, account access, printing, Wi-Fi, and other day-to-day technology needs.


• Respond to, and document support requests through the school’s ticketing system, maintaining accurate notes and timely follow-up.


• Collaborate with other members of the Technology team to resolve complex issues, share knowledge, and support ongoing training and mentorship.


• Support deployment, setup, configuration, and maintenance of faculty/staff and shared-use devices using established procedures and tools.


• Assist with student device support, including intake, troubleshooting, loaner preparation, and basic recordkeeping.


• Provide basic support for classroom and event technology, including displays, projectors, Apple TVs, speakers, and other common AV equipment.


• Escalate complex technical issues appropriately, with clear documentation of troubleshooting steps already performed.


• Assist with inventory, asset tagging, device refresh activities, returns processing, storage organization, and other lifecycle-related tasks.


• Help identify and report suspicious emails, phishing attempts, and other basic security concerns in accordance with department procedures.


• Contribute to user documentation, quick-reference materials, and knowledge-sharing resources for common support issues.


• Provide courteous, patient, and professional assistance to users with varying levels of technical confidence.

Required Qualifications:

Minimum Education: 

• Highschool diploma or equivalent

Experience:

• 1-3 years of IT support experience.


• Proficiency in Windows and macOS support for end-user devices in a mixed environment.


• Familiarity with productivity suites such as Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams).


• Comfort with basic networking concepts (Wi-Fi, IP addressing, connecting to shared resources).


• Ability to manage multiple priorities in a fast-paced academic environment

Preferred Qualifications:

Education: 

• Bachelor’s degree or equivalent

Experience:

• Experience working in an educational environment, particularly K–12 or independent schools.


• Knowledge of classroom technology tools (Apple TVs, AV systems) and peripheral device support.


• Experience with ticketing systems (e.g., Zendesk, Freshservice, or similar).


• Familiarity with Canvas LMS, Blackbaud systems, and boarding school technology environments.

Core Competencies/Skills:

• Strong commitment to customer service and ability to work effectively with a diverse school community.


• Solid troubleshooting and problem-solving skills with the ability to communicate technical concepts clearly.

• Other Requirements:

• A criminal background check is required and must be successfully completed before employment can begin.


• Ability to sit, stand, walk, and lift up to 50 pounds.


• Frequent use of hands for typing, device repair, and equipment handling.


• Ability to work across multiple campus locations and in classroom settings.


• Occasional after-hours or weekend support may be required for school events or critical system issues.

MISSION & VALUES:

Webb’s mission is to provide a dynamic learning community that nurtures and inspires our students and alumni to:

• Think boldly, mindfully, and creatively;

• Act with honor and moral courage;


• Lead with distinction;


• Serve with a generous spirit.

As part of this work, we are committed to fostering an inclusive school community characterized by openness, acceptance, and empathy, where all members are valued, respected, and supported. Our community is strengthened by the diverse views, beliefs, backgrounds, and experiences of our students, faculty, staff, and alumni. Embracing diversity in all its many forms is essential to our mission to create a nurturing learning community that fosters tomorrow’s leaders.

Physical Requirements:

The physical requirements are representative of those that must be met by an employee to successfully perform the essential functions of this position. As prescribed by law, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Compensation & Benefits:

The estimated pay scale represents the typical pay range The Webb Schools reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale applies to the current posting only.

The Webb Schools provides a competitive and comprehensive benefits program, including medical, dental, and vision insurance; generous sick and vacation time; paid holidays; and participation in retirement programs designed to support employees throughout their careers.

Equal Opportunity Statement:

The Webb Schools are an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities and do not discriminate based on perceived or actual race, color, national or ethnic origin, religion, sex, pregnancy (or any related conditions), age, marital status, military or veteran status, medical condition, gender/identity/expression, sexual orientation, or any other characteristic protected by state or federal law.

Employment:

This position is “at-will”. This means that both Webb and the hired employee have the right to terminate the employment relationship at any time, with or without advance notice, and with or without cause. There is no employment contract, actual or implied.