Identifies, evaluates, and prioritizes assigned services requests received from colleagues and users; resolves, as appropriate, routine desktop support issues and problems; works directly with users to answer any technical questions and solve problems the user is experiencing while simultaneously training users on current best practices, to increase satisfaction and efficacy, as well as reduce the volume of future service calls; coordinates problem resolution with other departments, if necessary, and tracks and documents problem and resolution using ticket tracking system. Provides primary support of hardware and software solutions throughout the District; participates in technology deployment; sets up new equipment including hardware and software; performs maintenance, repair, and replacement, if applicable, inclusive of all PC/Apple hardware and peripherals, mobile devices, printers, networking technology and telephony, audio-visual (AV) equipment, and all other program technology such as document cameras and interactive digital displays.