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Answers, evaluates, and prioritizes service requests received via SchoolDude software, voice mail, e-mail, and in-person. Tracks issue progress and remediation in notes in SchoolDude
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Analyzes and resolves user problems using documented procedures, available tools, and personal knowledge and skills
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Contacts software and hardware vendors to research problems and determine recommended actions
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Provides software support for all users (classroom-use software, as well as administrative office software)
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Resets Google Apps and Active Directory passwords for users
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Collects and records device’s wireless and Ethernet MAC addresses when adding personal devices to network
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Applies images to hardware and deploys hardware to new locations
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Performs initial user-specific setup for standard desktop or laptop computers
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Resolves all peripheral issues (for example, cameras, PDAs, phones, etc).
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Assists users with the setup of VOIP phones to include instruction on updating voicemail message(s)
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Responsible for campus-wide copier and printer support and maintenance as well as configuring network settings on printers prior to deployment
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Responsible for scheduling the use of and delivery/return of items such as iPad and mobile laptop carts
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Coordinates the scheduling/communication around ethernet lines that need to be repaired or installed
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Provides in-person AV support for small-scale presentations to include scheduled night and weekend events
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Coordinates all AV support activities for large-scale presentations (obtaining all materials for presentations for pre-testing, confirming/assuring arrival times for AV support personnel, coordinating and communicating presentation location setups with Facilities and AV support personnel)
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With oversight of the CIO, coordinates IT summer process schedules
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Maintains hardware and software inventory databases, assuring that all incoming and outgoing equipment is properly noted in the system and locations are updated as equipment moves locations
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Coordinates delivery and staging of new equipment arrivals, as well as shipping off site of equipment for repair, recycle or donation. Coordinates any sale of retired SHS equipment.
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Obtains quotes on needed equipment, forwarding quotes to CIO for approvals
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Coordinates preventative maintenance and vendor services as necessary (for example, setting service appointments for bi-annual maintenance checks on the Christie projectors in the Assembly Hall and HUB)
Additional duties may be assigned by the Chief Information Officer as required.