Providing excellent customer service and technical support for the ICS Community; this is a primary goal for this role.
Resolve helpdesk service calls using documented procedures and as directed by the IT Help Desk Coordinator / IT Help Desk Coordinator, for first level technical support. As part of the IT Help Desk; resolves tickets within agreed Service Level Agreements and escalation procedures.
Establishes a good working relationship with fellow team members that encourages teamwork and team support
Provides technical support for all ICS staff & students.
Establishing a good working relationship with customers (teachers, students, support staff) and other team members
Provides assistance to project managers and other IT team members as required.
Performs other duties as instructed by his/her immediate supervisor.
Establishes a good working relationship with fellow team members that encourages teamwork and team support.
Project Responsibilities
As required, is assigned to projects related to IT support such as upgrades of equipment, installation of software, laptop cloning.
As required, is assigned to projects that will expand the technician’s technical knowledge and support the project timeline.
Research and Development Responsibilities
As required, is assigned to research and development projects to determine feasibility of a technical solution
Training and Mentoring of ICS Community
While providing support, educating students, teachers and staff in technology
Technical Responsibilities
Provide technical assistance and support for incoming queries and issues related to computer systems, network, software, and hardware.
Liaise with, and provide support to, end users and staff on IT Operations software and IT equipment.
Over time, by participating in projects and working with other team members, understand the majority of IT system in ICS in order to provide assistance as required.
Install, modify, and repair computer hardware and software per ICS guidelines.
Job Requirement
QUALIFICATIONS REQUIRED
BSc. Degree in computer science, information systems or related field with two or three years of relevant experience
SKILLS REQUIRED:
Excellent organizational skills
Skills in data analysis and problem solving
Communication skills and teamwork
Proficiency in spoken and written English
Experience with Wi-Fi networking (Cisco is preferred)