Technology Support Assistant II

Provide help desk support to remotely diagnose and resolve end-user problems with mobile devices and desktop computing devices network connectivity and software functionsAssign appropriate personnel to respond to requests which cannot be resolved by technology support techniciansHelp configure and manage Help Desk software to measure and improve basic Help Desk metrics like customer satisfaction agent utilization response times and resolution ratesSchedule and document work assignments in accordance with policies and proceduresAssist Technology Support Technician with work order escalation and complex trouble shootingAssist staff with setup and effective use of desktop and enterprise-level video conferencing toolsUse content management software to maintain the ITS presence on the websiteProvision manage and de-provision user credentials and access to GCOE technology resources in accordance with established policy and proceduresMaintain and update department procedures documentation on a regular basisUse ITS software to accurately maintain real-time inventory of software installed licensed and used by GCOE and District staffAnswer help desk telephones. Use appropriate software to document assistance requests from schools and may include onsite assistance procurement of equipment or training