Proven ability to deliver outstanding customer service in a technical support environment.
Comprehensive understanding of the functioning and application of information systems and technology.
Advanced technical problem-solving skills supported by logical and analytical thinking.
Excellent oral and written communication skills for clear collaboration and user documentation.
Capacity to perform effectively within environments governed by Service Level Agreements (SLA).
Strong knowledge of IT equipment, including hardware components and peripheral devices.
Familiarity with help desk management tools and utilities to streamline support processes.
Flexibility and adaptability to handle evolving technology environments and shifting priorities.
Skill in maintaining accurate records, logs, and reports for technology systems and support cases.
Provide user support by responding to calls, emails, and in-person requests for technical assistance.
Troubleshoot and resolve issues with hardware, software, network systems, and educational technology tools, escalating complex problems as needed.
Support teacher and student access to systems, including Managed Apple IDs, Google, and the district network.
Maintain accurate inventory of district devices, including overseeing the check-in/check-out process for student and staff devices, loaner devices, and additional equipment.
Address and resolve support tickets related to technology support, ensuring timely resolution or escalation.
Assist with the maintenance and readiness of school-based technology, such as devices, projectors, copiers, and printers, particularly after breaks or periods of non-use.
Collaborate with the Technology and Teaching & Learning Departments to support the creation of user documentation, guides, and training materials for staff and students.
Maintain detailed records, service logs, and inventory records for all technology systems and devices.
Act as a liaison between users, district IT staff, and vendors to ensure effective communication and resolution of issues.
Facilitate the deployment, installation, configuration, and maintenance of technology equipment, including printers, scanners, and other peripherals.
Contribute to the development of troubleshooting skills among staff and students by providing guidance and support.
Participate in the upkeep and maintenance of loaner devices, including troubleshooting, charging, and preparing devices for circulation.
Provide technical assistance during district events and ensure technology is functional for both instructional and administrative use.
Ensure compliance with all district policies, rules, and procedures, as applicable to technology use.
Perform other related duties as assigned.
