IT Support Coordinator (Desktop Support Technician)

Cincinnati Public Schools•Cincinnati, OH

15h•Onsite

About The Position

The Cincinnati Public Schools invites applications for the position of IT Support Coordinator. This position serves as an onsite IT Desktop Support Technician and reports to the Director of IT Support. An onsite IT Support Coordinator provides day-to-day incident resolution, request fulfillment and support for information systems, technology infrastructure and client devices for end users located within CPS Schools.

Requirements

Associate's Degree in Information Technology, Information Systems or Computer Engineering and/or Apple Certifications (ACMT) and/or Microsoft Certification (MCSA) and/or A+/Net+ Certification or an equivalent combination of education and experience providing a similar skillset.
One (1) to two (2) + years of experience in help desk, desk side, or end user support in an Enterprise Class environment.
Must be able to communicate effectively, problem solve and work independently.
Must be able to provide exceptional customer service to both technical and non-technical contacts.
Must be able to perform well within a team-oriented environment.

Nice To Haves

Experience with some/any of the following is a bonus but not required: Schoology, PowerSchool, Grade Cam, Google Apps, Easy Tech, Apex, Aleks, Microsoft Office, Adobe CC Suite and RemedyForce.

Responsibilities

Perform as the primary point of contact for resolving technology issues, questions and tickets for assigned district sites.
Perform triage, problem identification and root cause discovery for tickets and technology issues.
Should be familiar with and able to troubleshoot basic Audio/Visual equipment and connections, desktops, laptops, tablets (Windows, OSX, iOS, Android), printers, scanners, copiers, network connectivity and general educational and business technologies and devices.
Should be comfortable with learning and supporting multiple applications, browsers and software on multiple platforms.
Support devices in a mixed MS Windows / Apple MacOS / Apple iOS / Android environment.
Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Provide support utilizing remote tools including Filewave, Apple Remote Desktop, Bomgar and LANSchool.
Follow defined and identify undefined escalation paths for tickets and technology issues.
Perform basic on-site move/add/changes.
Be able to perform within and meet Service Level expectations.