Tier 1 Technician

iLEAD California Charters

About The Position

Reporting to the Director of Technology, the Tier 1 Technician position is based out of the Santa Clarita area; responsible for ensuring an outstanding level of customer service by providing direct IT support to iLEAD staff, Learners, and community partners, both onsite and virtually through our iLEAD California Helpdesk. This individual will be responsible for multiple tasks and proactive planning, as well as supporting and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the iLEAD School population.

Requirements

You have previous experience providing technical support, preferably in a K-12 school environment
Exude and articulate, professional demeanor with self-confidence and initiative
You are an excellent communicator who enjoys working with teachers, students, and technology
Ability to maintain confidential data
Ability to troubleshoot and repair issues
Ability to take ownership in the day-to-day and overall success of the school
Solid knowledge of IT systems and applications, preferably Mac OS, iOS, Chrome, and Google Workspace
Ability to execute multiple projects simultaneously, adjust priorities and work autonomously
Passion for learning new skills and technologies
You possess strong organizational and self-management skills
Strong judgment and decision-making skills
Able to build solid relationships and trust with internal and external community partners
Outstanding written and oral communication skills
Ability to work independently and with a team in a fast-paced environment required

Responsibilities

Under the supervision of the IT Director, the Tier 1 Technician is a key technology specialist for the iLEAD California support program, supporting multiple school sites and programs.
Troubleshoot and resolve assigned helpdesk tickets.
Be a critical part of the iLEAD California team and family, working closely with teachers, school team members, and students.
Demonstrating excellent customer service and practicing discretion at all times.
Manage and support hardware, including but not limited to Chromebooks, Apple devices, projectors, printers, etc.
Update and maintain the asset inventory systems.
Provide guidance and instruction, assisting with administrative tasks, as needed.
Work with the technical support staff and the iLEAD California community to promote excellent customer service, effective response times and provide insight into various support issues, software and hardware related.
Collaborate with other iLEAD departments and sites to support the iLEAD mission and vision.
Escalate issues to next level support as needed.
Perform other duties as assigned.