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