Responsibilities Monitor technology requests and respond promptly to all support requests Triage support requests and assign tickets to appropriate team members or departments when necessary Diagnose and resolve basic to moderately complex hardware, software, and equipment issues Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution Document issues, troubleshooting steps, and final resolutions in appropriate systems Set up and configure user accounts, hardware, software, and equipment Assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment Maintain accurate inventory of technology equipment and software licenses Support periodic audits of staff technology and supplies Provide support for system installations, upgrades, replacements, and software configurations Monitor and maintain the Greenville Office phone system Assist with submitting technical or feature requests to internal development teams Perform remote monitoring and management (RMM), compliance audits, and account/device health checks Create and maintain internal knowledge base articles (KBAs) and end-user training documentation Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization Ensure technology needs for events are allocated, supported, and dispersed appropriately Contribute to IT initiatives, audits, events, and system/process improvements Stay up to date on system updates, product changes, and emerging technologies relevant to the organization Other Responsibilities Understand, uphold, and implement organizational policies and standards, including but not limited to: Student-Centered Policy, Code of Conduct, Youth Protection Policy, Commitment to Event Excellence, and the Employee Handbook Deliver exceptional customer service to REC Foundation customers, internally and externally Uphold organization policies and standards, including but not limited to policies found in the Employee Handbook Ensure and maintain an ethical, trusting, inclusive, and productive work environment Provide continual feedback to help maintain program integrity Perform other duties as assigned