SCOPE AND COMPLEXITY The Service Desk Technician and Analyst supports Edkey's multi-campus environment by providing both frontline IT support and operational analysis. This hybrid role combines remote and onsite troubleshooting of hardware, software and connectivity issues while also analyzing service desk data to identify trends, improve workflows and enhance user experience. The technician assists with account provisioning, device imaging, inventory management, and IT policy enforcement. They provide tier 1-2 support for Chromebooks, Windows PCs, VoLP systems, and classroom technology, escalating complex issues as needed. Regular travel to Edkey's school sites is required. In addition to technical duties the role contributes to documentation, ticket analysis, and service delivery improvements. Success in this position requires strong problem-solving skills, excellent communication and a customer first mindset. Ideal candidates will have experience in educational or multi-site environments and be familiar with Google Workspace, Microsoft 365, endpoint tools, and IT asset management systems.

ESSENTIAL FUNCTIONS:

Install, configure, upgrade, and troubleshoot computer hardware and software.

Must be able to work unsupervised; self starter.

Self motivated to take ownership of projects and issues, following through to closure and resolution

Works collaboratively within the IT Team and other project teams to achieve team goals and outcomes. Mentor other team members in areas of personal expertise.

Mentor other team members in areas of personal expertise.

Create documentation and perform QA (Quality Assurance) testing.

Provides measurable customer service for IT Team. Ability to prioritize request from multiple sources and meet customer requirements.

Maintain inventory of laptops, desktops, printers, and peripherals.

Travel around the metro area and locations in northern Arizona.

Perform other duties as assigned

This position reports to the Technology Director/Executive Director of Business Operations

Required Qualifications:

Requires the ability to read, write and speak effectively in English

Must have a passion for delivering exceptional customer service

Must possess good interpersonal and communication skills both verbally and in writing including knowledge of basic grammar, spelling & punctuation.

Requires the ability to work with professionals and maintain confidentiality standards. Problem solving skills are strongly .

Must have strong Windows 10 and Chrome Device experience

Must be able to communicate clearly, both orally and in writing with the User Community, teammates and technical personnel

Knowledge of LAN/WAN, TCP/IP, DHCP, DNS, WINS, CAT 6

Must be able to lift at least 50 lbs

EDUCATION:

Requires an Associates Degree in Computer Science or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work.

Required Education

Associates or better in Computer Science or related field

Required Licenses & Certifications

IVP Fingerprint Card

Behaviors

Functional Expert: Considered a thought leader on a subject

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Self-Starter: Inspired to perform without outside help