IT Support Technician - Tier 1

IT Support Technician - Tier 1

Information Technology Services

Job Goal(s): The IT Support Technician I serves as the initial point of contact for technology-related inquiries, providing friendly and knowledgeable support to students, staff, and families. This role involves troubleshooting hardware and software issues, managing user accounts, and maintaining accurate documentation through the helpdesk system. They are responsible for assisting with inventory management, supporting technology initiatives, and ensuring timely resolution of technical problems, often requiring travel throughout the district.

Qualifications

• Minimum of a high school diploma or equivalent;
• Friendly and effective communication skills (written and verbal);
• Demonstrated record of providing excellent customer service;
• Demonstrated attention to detail;
• Experience with Google Workspace for Education;
• Ability to work cooperatively with others as part of a team;
• Ability to work independently, be self-directed, and motivated;
• Ability to prioritize and adapt quickly to changing environments;
• Ability to meet established deadlines;
• Ability to embrace changing technologies;
• This position requires travel throughout the district so reliable transportation is a must (mileage reimbursement is available);
• Maine DOE CHRC Approval.

Performance Responsibilities: General

• Serve as the first point of contact for support requests;
• Assist in inventory life-cycle management;
• Support major technology initiatives;
• Perform additional duties as assigned by the Director of Technology or their designee.

Performance Responsibilities: Specific

• Receive, respond to, and route support requests from students, staff, and families with informed advice;
• Respond to phone inquiries and trouble reports by creating tickets to expedite resolution;
• Provide first-level technical assistance by resetting passwords and updating login accounts across different software platforms for district and community users;
• Ensure timely escalation of helpdesk tickets when appropriate and as needed;
• Utilize department helpdesk software to document all work performed;
• Assist staff and teachers in troubleshooting peripherals;
• Assist staff and teachers in troubleshooting classroom audiovisual systems;
• Set up and take down audiovisual equipment in other larger spaces (board meeting discussion system, camera, etc.). This may require working outside of regular hours;
• Keep abreast of technology developments that may impact the department;
• Interface and consult regularly with technology team members

Terms of Employment: 260 days per year; 8 hours per day; general office hours are between 7:00am and 4:00pm but employee schedules may be adjusted to meet the department needs and work outside these hours may be required; salary determined annually by the Board of Directors.

Reports To: Director of Technology or their designee.

Evaluation: Completed annually by the Director of Technology, or their designee.

FLSA Status: Non-Exempt

Note: The above job description reflects the general requirements necessary to describe the principal functions or responsibilities of the job identified and shall not be interpreted as a detailed description of all work requirements that may be inherent in the job, either at present or in the future.