IT Help Desk, Technical Support Special

IT support issues, ensuring a quick resolution or appropriate escalationEscalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communicationDocumentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk systemUser Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the futureSystem Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detectedTeam Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processesCustomer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administratorsPerformance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operationsPerforms other duties as assigned by supervisor**Only those lawfully authorized to work in the designated country associated with the position will be considered.** 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 assistancePhone 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 connectivityIssue Resolution: Diagnose and resolve Level 1/1.5

Technical Client Service SpecialistRequired Education: Bachelor's degree in information technology, Business Administration or related disciplinePreferred Certifications: CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferredRequired Skills/Experience:Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environmentTechnical Skills:Basic knowledge of Windows and macOS operating systemsFamiliarity with common software applications, preferably all aspects of the Microsoft Office SuiteUnderstanding of network fundamentals, including Wi-Fi connectivity and basic troubleshootingExperience with remote desktop tools, call management and helpdesk softwareCommunication:Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectivelyAbility to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk systemPhysical Requirements:Ability to sit for extended periods while working on a computerOccasional lifting and transporting of moderately heavy objects, such as computers and peripheralsAbout The Role:This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience.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 assistancePhone 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 connectivityIssue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalationEscalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communicationDocumentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk systemUser Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the futureSystem Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detectedTeam Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processesCustomer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administratorsPerformance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operationsPerforms other duties as assigned by supervisor**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**