ES Tech Help Center Coordinator

Singapore American School (SAS) is an independent, non-profit, co-educational day school offering an American-based curriculum for preschool through grade 12 with more than 4,000 students from more than 50 nations and 847 faculty and staff on one campus. Our core technology platforms consist of Apple endpoint devices and Google Workspace for Education among a wide variety of classroom technology and applications to support academic and operational needs.

At SAS, the Elementary School, grades K through 5 has a 1:1 iPad program. The Middle School has a 1:1 Macbook program, and the High School supports a BYOD program. All SAS faculty and staff are issued Apple computers.

Roles and Responsibilities

The Technology Help Centre Coordinator is responsible for providing excellent customer support to the Elementary School community and responding to technology related matters and inquiries. Specific responsibilities warrant proficiency in using relevant technology tools and digital platforms to create, communicate, and collaborate. Additionally, the Technology Help Centre Coordinator is responsible for asset and user accounts management.

• Collaborate with the Technology and Innovation Coordinators to address and anticipate the technology needs of the elementary school community.
• Contribute positively to the team culture of the Technology Help Desk to drive improvement, innovation and excellent customer support.
• Build relationships with diverse members of the SAS Elementary school community.
• Empathise, identify and respond supportively and comprehensively to the learning needs of teachers, staff, and students in relation to technology.
• Coordinate and assist with faculty, staff, students, and parents regarding SAS-owned device repairs and payments.
• Ensure that the division is ready for the Beginning and End of Year, coordinating the deployment/reassignment/retirement of hardware, software, and subscription accounts as scheduled during half-term, winter, and summer break.
• Coordinate with faculty, staff, and students regarding their user credentials.
• On/offboarding (including creating how-to guides) students, teachers, and staff on SAS IT software/system and hardware usage (macOS, iPadOS, Google Workspace apps).
• Identify trends and support drivers of change and/or innovation in the division.
• Evaluating (including new) technologies to determine suitability/compatibility for users and the school’s strategic direction.
• Documentation of incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.
• Maintain updated hardware and software inventory and device checkouts using databases and spreadsheets.
• Configure and manage Apple devices using Mobile Device Management software.

Relevant Experience and Qualifications

• Diploma in Information Technology / Computer Engineering / Business Information Technology
• At least two years of relevant experience in providing IT Support in a dynamic environment preferred
• Customer support experience, preferably in an education environment and/or Information Technology setting
• Knowledge of Apple hardware and software (macOS, iPadOS, tvOS).
• Knowledge in Google Workspace Applications (GMail, Google Drive/Docs, etc.).
• Mobile Device Management knowledge valued.

Interpersonal Skills

• Enjoys working with and helping people.
• Highly approachable personality.
• Values learning and has a positive growth mindset.
• Excellent communication skills in English (verbal and written).

Professional Personal Skills

• Able to work diligently, independently, and under time constraints.
• Able to communicate effectively with students, employees and parents.
• Ability to learn and adapt to new technology developments.
• Ability to work and contribute to a positive team environment.
• Ability to be flexible, creative and to problem-solve technology issues.
• Positive work attitude and possesses a strong sense of initiative.
• Project management leadership and management skills valued.
• Strong attention to detail and organisational skills.