Service Center Technician

Webster City, IA Webster City, IA The Service Center Technician will provide remote, phone & email based, first level technical support to staff and faculty at Webster City School. This position will focus on First Call Resolution (FCR) and as needed will escalate the incident to the Customer Support Technicians and other areas of the Technology Services department. The Service Center Technician will organize and coordinate endpoint deployment and break- fix efforts by the day-to-day coaching of the Service Center Technicians, ensuring efficient and accurate resolution of incidents and requests. They will participate in the oversight, delivery, and support of Computers and AV related technology delivery systems and services at Webster City School. This position will repair and replace hardware components in computers and AV equipment. They will assist with testing and maintaining classroom technology. Responsibilities Provides excellent customer service to all Webster City School staff, faculty, and students Answers incoming phone calls and emails promptly and professionally within established Service Level Agreement Gathers appropriate information, logs incidents and service requests in ticketing system Provides installation, technical support, and operational training for all supported systems Performs Warranty Hardware repair for branded equipment Installs, supports, and repairs college computers, peripherals, software, and technology equipment Records experience of classroom technology in tracking software, including but not limited to: Classroom AV presentation equipment, desktop computers, laptop computers, and printers Performs physical inventory checks as needed for all types of assets on campus Assists in stocking and organizing all technology equipment within the warehouse Assists in maintaining inventory database in conjunction with the inventory and procurement team Delivers equipment to departments and campuses as needed Completes minor maintenance