IT Support Technician - Tier 1

Mt. Blue Regional School District•Farmington, ME

13h•Hybrid

About The Position

The IT Support Technician I serves as the initial point of contact for technology-related inquiries, providing friendly and knowledgeable support to students, staff, and families. This role involves troubleshooting hardware and software issues, managing user accounts, and maintaining accurate documentation through the helpdesk system. They are responsible for assisting with inventory management, supporting technology initiatives, and ensuring timely resolution of technical problems, often requiring travel throughout the district.

Requirements

Minimum of a High School Diploma or equivalent
Friendly and effective communication skills (written and verbal)
Demonstrated record of providing excellent customer service
Demonstrated attention to detail
Experience with Google Workspace for Education
Ability to work cooperatively with others as part of a team
Ability to work independently, be self-directed, and motivated
Ability to prioritize and adapt quickly to changing environments
Ability to meet established deadlines
Ability to embrace changing technologies
This position requires travel throughout the district so reliable transportation is a must (mileage reimbursement is available)
Maine DOE CHRC Approval

Responsibilities

Serve as the first point of contact for support requests
Assist in inventory life-cycle management
Support major technology initiatives
Perform additional duties as assigned by the Director of Technology or their designee
Receive, respond to, and route support requests from students, staff, and families with informed advice
Respond to phone inquiries and trouble reports by creating tickets to expedite resolution
Provide first-level technical assistance by resetting passwords and updating login accounts across different software platforms for district and community users
Ensure timely escalation of helpdesk tickets when appropriate and as needed
Utilize department helpdesk software to document all work performed
Assist staff and teachers in troubleshooting peripherals
Assist staff and teachers in troubleshooting classroom audiovisual systems
Set up and take down audiovisual equipment in other larger spaces (board meeting discussion system, camera, etc.). This may require working outside of regular hours
Keep abreast of technology developments that may impact the department
Interface and consult regularly with technology team members