IT Support Technician Level 1

2 months ago

Tempe, United States MGRM Full time
Job Purpose: IT Support Technician Level 1.

MGRM Pinnacle (Pinnacle Charter Schools) is looking for an IT Support Technician - Level 1 to be based at our Tempe, Arizona location. The individual will be joining our collaborative, innovative, customer-centric culture and will provide both hands-on and remote support to our users. This role will require some travel to our other sites located throughout the state of Arizona.

  • The full-time IT Support Technician Level 1 is an exempt entry level position.
  • The primary role of this position is to provide a single point of contact for end-users across the various locations within Pinnacle Charter Schools.

The Responsibilities Include:
  • Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment, in a Microsoft Windows-based environment to ensure optimal workstation performance.
  • The technician will troubleshoot problem areas (via control tools, in person, by telephone, or via e-mail) in a timely and accurate manner.

Essential Job Functions and Responsibilities:
  • Provides IT support for workstations and laptops, printers, peripherals, and telephone systems.
  • Responsible for technical support, first-line problem/outage analysis, triage, and resolution.
  • Answers and responds to helpdesk calls and self-service requests for assistance from users needing technical support.
  • Identifies the need and develops step-by-step guides for Support FAQs.
  • Provides exemplary customer service and professionalism in efforts to resolve incidents.
  • Provides coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
  • Images workstations and laptops for deployment to end users.
  • Troubleshoots and resolves PC and peripheral device hardware and software related problems with minimal supervision.
  • Identifies and distinguishes common types of LAN and Internet connectivity problems and resolves them with little or no supervision.
  • Applies standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems.
  • Identifies patterns in incidents as well as determines and/or creates documentation necessary to efficiently resolve any recurrence of the problem.
  • Maintains awareness of change management schedules for potential service disruptions.
  • Maintains a working knowledge of the technical applications and functions needed to support users.
  • Provides timely communication on issue status and resolution.
  • To update the user access for given IT applications for new and current employees.
  • Maintain a site-wise inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
  • Daily usage reports.
  • Assists with facility maintenance related projects and tasks.
  • Accomplishes all tasks and duties as may be assigned.

Education, Knowledge and Skills:
  • Associate (Required) - * Creditable Experience in Lieu of Education: Equivalent in technical training.
  • Two (2) years of relevant work experience in computer/network maintenance, desktop support, troubleshooting Windows 10 environment, or applications support.
  • Laptop and Desktop image creation using various tools.
  • Personal computing hardware & software, local area networks and peripherals essentials.
  • A+, Network+, MCP Certification.
  • Excellent technical knowledge of desktop hardware and software.
  • Experience with Windows operating system installation and support.
  • Experience with Microsoft O365 installation and support.
  • Communicating effectively, both verbally and written, to technical and non-technical end-users.
  • Hands-on hardware troubleshooting.
  • Ability to conduct research into PC issues and products.
  • Ability to present ideas in user-friendly language.
  • Must possess or can obtain by time of hire, a valid Arizona driver's license.

Body Positions/ Lifting Requirements:
This position involves primarily:
_____ sedentary work, lifting a maximum of 10 pounds; walking/standing occasionally.
_____ light work, frequently lifting up to 10 pounds; frequent standing/ walking.
__x__medium work, frequent lifting/ carrying of up to 25 pounds.
_____ heavy work, frequent lifting/ carrying objects 25-50 pounds.
_____ very heavy work, frequent lifting/carrying of objects exceeding 50 pounds.

MUST RESIDE IN THE STATE OF ARIZONA

About MGRM:

MGRM Pinnacle, Inc. is an educational technology company that provides comprehensive end-to-end software products, solutions, and services, supporting the entire educational domain from pre-K to university on a single integrated platform.

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