*Answers, evaluates, and prioritizes service requests received via SchoolDude software, voice mail, e-mail, and in-person. Tracks issue progress and remediation in notes in SchoolDude
*Analyzes and resolves user problems using documented procedures, available tools, and personal knowledge and skills
.*Contacts software and hardware vendors to research problems and determine recommended actions
*Provides software support for all users (classroom-use software, as well as administrative office software)
*Resets Google Apps and Active Directory passwords for users
*Collects and records device’s wireless and Ethernet MAC addresses when adding personal devices to network
*Applies images to hardware and deploys hardware to new locations
*Performs initial user-specific setup for standard desktop or laptop computers
*Resolves all peripheral issues (for example, cameras, PDAs, phones, etc).
*Assists users with the setup of VOIP phones to include instruction on updating voicemail message(s)
*Responsible for campus-wide copier and printer support and maintenance as well as configuring network settings on printers prior to deployment
* Responsible for scheduling the use of and delivery/return of items such as iPad and mobile laptop carts
*Coordinates the scheduling/communication around ethernet lines that need to be repaired or installed
*Provides in-person AV support for small-scale presentations to include scheduled night and weekend events
*Coordinates all AV support activities for large-scale presentations (obtaining all materials for presentations for pre-testing, confirming/assuring arrival times for AV support personnel, coordinating and communicating presentation location setups with Facilities and AV support personnel)
*With oversight of the CIO, coordinates IT summer process schedules
*Maintains hardware and software inventory databases, assuring that all incoming and outgoing equipment is properly noted in the system and locations are updated as equipment moves locations
*Coordinates delivery and staging of new equipment arrivals, as well as shipping off site of equipment for repair, recycle or donation. Coordinates any sale of retired SHS equipment.
*Obtains quotes on needed equipment, forwarding quotes to CIO for approvals
*Coordinates preventative maintenance and vendor services as necessary (for example, setting service appointments for bi-annual maintenance checks on the Christie projectors in the Assembly Hall and HUB)
Additional duties may be assigned by the Chief Information Officer as required.