IT Support Technician Level 1 (Entry Level)

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.