IT Support Technician - Tier 1

IT Support Technician – Tier 1

The IT Support Technician I serves as the initial point of contact for technology‑related inquiries, providing friendly and knowledgeable support to students, staff, and families.

This role involves troubleshooting hardware and software issues, managing user accounts, maintaining accurate documentation through the helpdesk system, assisting with inventory management, supporting technology initiatives, and ensuring timely resolution of technical problems. The position requires travel throughout the district.

• Minimum of a high school diploma or equivalent.
• Friendly and effective communication skills (written and verbal).
• Demonstrated record of providing excellent customer service.
• Demonstrated attention to detail.
• Experience with Google Workspace for Education.
• Ability to work cooperatively with others as part of a team.
• Ability to work independently, be self‑directed, and motivated.
• Ability to prioritize and adapt quickly to changing environments.
• Ability to meet established deadlines.
• Ability to embrace changing technologies.
• Reliable transportation required to travel throughout the district (mileage reimbursement available).
• Maine DOE CHRC Approval.

• Serve as the first point of contact for support requests.
• Assist in inventory life‑cycle management.
• Support major technology initiatives.
• Perform additional duties as assigned by the Director of Technology.

• Receive, respond to, and route support requests from students, staff, and families with informed advice.
• Respond to phone inquiries and trouble reports by creating tickets to expedite resolution.
• Provide first‑level technical assistance by resetting passwords and updating login accounts across different software platforms for district and community users.
• Ensure timely escalation of helpdesk tickets when appropriate.
• Utilize department helpdesk software to document all work performed.
• Assist staff and teachers in troubleshooting peripherals and classroom audiovisual systems.
• Set up and take down audiovisual equipment in larger spaces (e.g., board meeting discussion system, camera). This may require working outside regular hours.
• Keep abreast of technology developments that may impact the department.
• Interface and consult regularly with technology team members.

260 days per year; 8 hours per day. General office hours are 7:00 am to 4:00 pm, but schedules may be adjusted to meet department needs and work outside these hours may be required. Salary determined annually by the Board of Directors.

Director of Technology or their designee.

Completed annually by the Director of Technology or their designee.

Non‑Exempt.

The above job description reflects the general requirements necessary to describe the principal functions or responsibilities of the position. It is not a detailed description of all work requirements that may be inherent in the job, either now or in the future.