Description
Position Summary: First Line Support Tech Agent's responsibilities are to attend assigned tickets on campus or at the main Tech office through the helpdesk ticketing dispatch center. First Line Support Tech Agent assists end users who are experiencing issues with the daily use of their end-user devices like laptops, Macbooks, iPads, phones, or peripherals like smart boards, smart TVs, Apple TVs, projectors, and printers among others. Support activities are but are not limited to: Installing software/updates for both Windows and Apple OS, troubleshooting connectivity issues for peripherals, assisting in diagnosing technical malfunctions, performing maintenance tasks, and assisting in the deployment of any seasonal technical projects. Reporting Line and Organizational Structure This position reports to: The technology Support Services Manager Organizational Accountabilities ISP is committed to the health, safety, and well-being of its students and staff.
ISP also expects staff to comply with its policy and procedures that relate to statutory requirements and best practices outlined but not limited to the ISP Staff Handbook. Of particular importance are the policies related to Child Protection Inclusion and Diversity. Appointees are accountable for completing available training on these matters and ensuring that their knowledge, and the knowledge of their staff, is up to date. Key Accountabilities Attend assigned Helpdesk tickets and resolve end user issues & respond in the established Service Level agreements.
Assist end users on-site or at the tech center Software rollouts or updates for Windows and Apple devices Troubleshoot and maintain peripherals. Assist Senior Technicians in diagnosing malfunctioning devices/peripherals Working continuously on a task until completion (or escalate to second-line support technicians) Rapidly establishing a good working relationship with colleagues. Assist in the deployment of seasonal technical projects.