Essential FunctionsBuild and maintain positive relationships with students, staff, and stakeholders of FUSD through open and interactive communicationResolve issues related to network systems and subsystems, operational, hardware and software problems by identifying; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionResolve end-user issues via in-person visit, phone, helpdesk, or email, based on the individual needs of the userRecommend potential solutions by collecting end-user information and analyzing the needs with customer care teamsContribute to team effort by accomplishing related results as neededManage large amounts of help desk tickets and requestsIdentify and assess customers' needs to achieve satisfactionFollow communication procedures, guidelines, and policiesGo the extra mile to engage end-usersGreet customers warmly and ascertain problem or reason for callingWork with entire Technology Services department to ensure proper customer service is being deliveredAssists in installing computer equipment, network (client and server) software and hardware on a variety of platforms (e.g. Specific abilities required to satisfactorily perform the functions of the job included: setting priorities; being attentive to detail; working with constant interruptions; working as part of a team; communicating with diverse groups, conveying technical information to non- technical audiences; and meeting deadlines and schedules.