The L1 IT Support Engineer (IT ServiceDesk) is accountable for providing a high level of satisfaction among students and staff by providing first-level support for all GESS standard software and hardware. This position entails the diagnosis and assessment of end-users' technical requirements, utilizing sound discernment to promptly address and resolve any issues that may arise.
The engineer's responsibilities encompass the identification, investigation, and resolution of technical issues, as well as the prompt and effective response to support requests from students and staff through in-person, email, and phone interactions. It is anticipated that they will document, chart, and monitor all issues to ensure that they are resolved in a timely manner.
Additionally, they may occasionally offer technical training and support to GESS personnel and students. The engineer is instrumental in ensuring that the team remains dedicated to providing exceptional support and satisfaction, and it is imperative that they adhere to the GESS values and expectations for customer service.
Furthermore, they may be obligated to oversee initiatives as necessary, thereby facilitating the continuous enhancement of technology services and support strategies within the educational environment.
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 maintain high 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.
Knowledge and Experience
Education:
· Diploma in Information Technology, Computer Engineering, or Business Information Technology.
Technical Skills:
· Proficient in Windows OS and Apple products.
· Experience with Microsoft Office 365 and computer troubleshooting.
· Knowledge of Mobile Device Management (JAMF or Intunes) is a plus.
· Familiarity with ID Card and digital signature systems is advantageous.
Experience:
· At least three years of IT support experience, preferably in an educational environment.
Soft Skills:
· Strong customer service orientation and effective communication skills.
· Positive attitude, initiative, and the ability to work independently and under pressure.
· Team player with a cooperative mindset.
Adaptability:
· Willingness to learn and adapt to new technologies and evolving IT environments.
