| Job Description | Minimum Qualifications: - Bachelor's degree in information technology, Business Administration or related discipline.
- CompTIA A , Microsoft Certified: Fundamentals or equivalent certifications preferred.
- Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
Technical Skills: - Basic knowledge of Windows and macOS operating systems,
- Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite,
- Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting,
- Experience with remote desktop tools, call management and helpdesk software.
Communication:
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
- Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.
Physical Requirements: - Ability to sit for extended periods while working on a computer.
- Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
Work Environment: - Fast-paced call center environment with a focus on customer service and technical support.
- May require occasional travel to different district sites for on-site support.
- Must have own transportation to travel to District locations when needed.
Essential Functions: - First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance.
- Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
- Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
- Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
- Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
- User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
- System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
- Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
- Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
- Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
- Performs other duties as assigned by supervisor.
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| Top Skills & Years of Experience | Required Skills - Bachelor's degree in information technology, Business Administration or related discipline.
- Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
- Basic knowledge of Windows and macOS operating systems.
- Experience with remote desktop tools, call management and helpdesk software.
Preferred Skills - CompTIA A , Microsoft Certified: Fundamentals or equivalent certifications preferred.
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