Technical Support Specialist

- Act as the first point of contact for incoming calls, help desk tickets, and remote support requests from district staff and students, providing prompt and courteous assistance - Use phone and remote support tools to efficiently diagnose and resolve Level 1/1.5 issues, including password resets, account lockouts, basic software troubleshooting, and hardware setup - Identify and resolve Level 1/1.5 IT support problems to ensure quick resolution or proper escalation - Document issues accurately and escalate more complicated problems to Level 2 or specialized support teams, ensuring effective communication during handoffs - Maintain precise records of support requests, troubleshooting actions, and solutions in the help desk system - Educate users by providing clear instructions and training on common technical issues, enabling them to resolve minor problems independently in the future - Assist in monitoring IT systems across the district and notify appropriate teams upon issue detection - Collaborate closely with other IT teams to share expertise, troubleshoot complex problems, and enhance support processes - Deliver exceptional customer service and maintain professionalism when interacting with all users, including students, staff, and administrators - Meet key performance metrics and annual goals focused on improving service efficiency, customer engagement, and optimizing support operations - Perform additional duties as assigned by the supervisor