About This Role
This role serves as the first point of contact for technical support requests from district staff and students, providing efficient, professional, and effective IT support. The specialist diagnoses and resolves basic to moderately complex technical issues via phone or remote connection, assisting in managing service requests and troubleshooting hardware and software issues.
Responsibilities
- Respond to incoming calls, helpdesk tickets, and remote support requests for service from district staff and students, providing timely and courteous assistance
- 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
- Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation
- Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication
- Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system
- Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future
- Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected
- Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes
- Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators
- Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations
- Perform other duties as assigned by supervisor
Requirements
- 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
- 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
- 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
