IT-SUPPORT TECHNICIAN

MISSION The role of the IT-Support Technician is to provide on-site and remote L1 support to the IFS end-users. RESPONSIBILITIES Installation, configuration, and troubleshooting of end users computing devices devices (PC/iPad/Mac/Chromebooks)
Support end-users (L1 Helpdesk)
Provide Level 1 technical assistance and support for incoming queries and incidents related to end-user issues (hardware and software)
Troubleshoot, diagnose and resolve basic technical hardware and software issues
Troubleshoot and resolve basic network and server access problems for end users
Respond to queries either in person, by email, chat or phone
Logging of all school staff and teachers/students queries in ticketing tool
Track and escalate problems and requests to appropriate IT resources
Investigate and escalate situations requiring urgent attention
Inform management of recurring problems
Follow up with customers to ensure issue has been resolved and close ticket
Document res...