Help Desk / Service Desk Support Analyst I

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.

Key Responsibilities

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  Provide Tier-1 support through phone, email, chat, walk-up, and remote support channels
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  Receive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requests
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  Deliver professional and customer-focused technical support to district staff, students, and families
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  Utilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issues
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  Maintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communication
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  Escalate unresolved or complex incidents to Tier-2 or specialized support teams following established procedures
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  Monitor and respond to support requests within established service level expectations
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  Assist with password resets, account unlocks, Single Sign-On (SSO), and basic identity management support
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  Support district classroom technology, end-user devices, audio-visual equipment, and instructional applications
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  Create and update knowledgebase articles and support documentation for common issues
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  Support district self-service initiatives and user education efforts
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  Participate in collaborative troubleshooting, support swarming, and operational support activities
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  Identify recurring incidents and communicate trends to leadership and technical teams
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  Follow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentiality
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  Support district technology rollouts, seasonal projects, and operational initiatives as assigned

Key Skills & Qualifications

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  Strong customer service, communication, and interpersonal skills
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  Ability to support diverse users in a K–12 educational environment
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  Strong troubleshooting and problem-solving abilities
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  Ability to explain technical concepts clearly to non-technical users
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  Experience working within structured support and escalation processes
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  Ability to multitask and manage competing priorities in a fast-paced environment
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  Strong organizational and documentation skills
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  Ability to work collaboratively with technical teams, instructional staff, and district departments
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  Awareness of cybersecurity and student data privacy best practices
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  Willingness to learn new technologies, support tools, and operational processes

Experience

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  Minimum 1–3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles required
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  Experience supporting K–12 education, public sector, healthcare, or enterprise users preferred
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  Experience supporting classroom technology or instructional applications preferred
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  Entry-level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferred

Technical Requirements

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  Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
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  Experience using remote support and remote desktop tools
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  Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools
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  Familiarity with printers, wireless connectivity, classroom technology, and end-user devices
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  Basic understanding of networking, audio-visual systems, and device troubleshooting
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  Familiarity with knowledgebase platforms and self-service portals preferred
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  Understanding of incident, request, and escalation management processes
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  Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms

Operational Expectations

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  Expected to provide timely, professional, and customer-focused technical support
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  Must maintain accurate ticket documentation and support records
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  Expected to follow district support procedures, escalation standards, and compliance requirements consistently
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  Supports district knowledge management and self-service initiatives through documentation updates
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  Expected to contribute to customer satisfaction and service quality goals
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  Must maintain professionalism and confidentiality while supporting students, staff, and district systems
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  May assist with emergency support activities, district initiatives, and operational projects when required