Key Accountabilities
First-Level Troubleshooting and Support:
- Provide initial troubleshooting by guiding users through in person, via email and IT ticketing system, and over the phone while also offering remote desktop support using Remote Desktop Software.
- Deliver quality service to students and staff in all assigned tasks, consistently upholding GESS values.
- Ensure timely and effective solutions for any technical issues that may arise with GESS technology.
Incident Management:
- Log and track support calls in the designated GESS system(s).
- Prioritize and escalate tickets as required to maintainhigh levels of customer satisfaction.
- Identify trends in support calls and develop documentation to address frequently occurring issues.
Communication and Reporting:
- Report problems and issues promptly, notifying management of any increasing trends, unusual activities, or repeated issues.
- Provide regular updates to customers on the status of ongoing resolution efforts.
- Attend daily and weekly meetings as requested or required to stay informed and aligned with team objectives.
Continuous Improvement:
- Recommend improvements for technology or systems, including procedural steps, increased training, and enhanced documentation.
- Access and utilize software updates, drivers, knowledge bases, and FAQs to assist in resolving end-user issues.
Collaboration and Support:
- Assist other teams in initiating, designing, and managing effective support solutions as required by the school’s needs.
- Collaborate with internal second-level support and departmental tech teams (Divisional Tech Help Center) for escalated or reassigned tickets.
Technology Development and Testing:
- Support the development and testing of new technologies to ensure operational integrity and functionality.
- Proactively communicate ideas, expectations, and goals while working with others to achieve desired outcomes.
Service Level Agreement (SLA) Management:
- Follow up on tickets approaching SLA deadlines to ensure timely resolution and avoid SLA failures.
Other Duties:
- Perform additional tasks as assigned by the Director of Technology, adapting to the evolving needs of the school environment.
