Provides frontline Tier-1 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role serves as the primary first point of contact for technology-related incidents and service requests, focusing on customer service, issue resolution, and user enablement. The Tier 1 Analyst is responsible for resolving common technical issues, documenting support interactions, utilizing remote support tools, and escalating unresolved issues to higher support tiers when appropriate. This position requires a customer-focused, solutions-oriented professional who can communicate effectively with both technical and non-technical users while supporting district technology operations in a fast-paced educational environment.
Provide Tier-1 support through phone, email, chat, walk-up, and remote support channels
Receive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requests
Deliver professional and customer-focused technical support to district staff, students, and families
Utilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issues
Maintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communication
Escalate unresolved or complex incidents to Tier-2 or specialized support teams following established procedures
Monitor and respond to support requests within established service level expectations
Assist with password resets, account unlocks, Single Sign-On (SSO), and basic identity management support
Support district classroom technology, end-user devices, audio-visual equipment, and instructional applications
Create and update knowledgebase articles and support documentation for common issues
Support district self-service initiatives and user education efforts
Participate in collaborative troubleshooting, support swarming, and operational support activities
Identify recurring incidents and communicate trends to leadership and technical teams
Follow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentiality
Support district technology rollouts, seasonal projects, and operational initiatives as assigned
Strong customer service, communication, and interpersonal skills
Ability to support diverse users in a K–12 educational environment
Strong troubleshooting and problem-solving abilities
Ability to explain technical concepts clearly to non-technical users
Experience working within structured support and escalation processes
Ability to multitask and manage competing priorities in a fast-paced environment
Strong organizational and documentation skills
Ability to work collaboratively with technical teams, instructional staff, and district departments
Awareness of cybersecurity and student data privacy best practices
Willingness to learn new technologies, support tools, and operational processes
Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
Experience using remote support and remote desktop tools
Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools
Familiarity with printers, wireless connectivity, classroom technology, and end-user devices
Basic understanding of networking, audio-visual systems, and device troubleshooting
Familiarity with knowledgebase platforms and self-service portals preferred
Understanding of incident, request, and escalation management processes
Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms
Expected to provide timely, professional, and customer-focused technical support
Must maintain accurate ticket documentation and support records
Expected to follow district support procedures, escalation standards, and compliance requirements consistently
Supports district knowledge management and self-service initiatives through documentation updates
Expected to contribute to customer satisfaction and service quality goals
Must maintain professionalism and confidentiality while supporting students, staff, and district systems
May assist with emergency support activities, district initiatives, and operational projects when required
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