The Learning Experience is the fastest-growing childcare operator and franchisor in the United States. The Help Desk Technician assumes responsibility for planning, coordination, and control of the activities of the IT Department Help Desk and general computer/server operations.
·Effectively manage and or directly resolve all support tickets, prioritizing and escalating as necessary to meet or
exceed IT Department Service Level Agreements (SLA’s).
·Provide ongoing support services for local and remote end-user in basic network and Windows system troubleshooting
·Participate in the implementation of long-range plans and projects.
·Assist end users with network setup and troubleshooting from a remote location.
·Employ operational knowledge on a day to day basis in the following domains:
o Microsoft Desktop OS, including Windows XP, 7, 10
o Mac OS
o Microsoft Active Directory in a domain environment
o Network topology: routing, switching, networking equipment.
o Microsoft Exchange Server
o SQL Management Studio
o database replication
o imaging software (Ghost, WDS, Acronis).
·Maintain knowledge of industry trends and changes in regulations and other industry news and insures compliance
·Establish and maintain effective professional working relationships with co-workers and management
·Assist with the creation of knowledgebase documentation
·Provide constant feedback to executive management on potential process changes and project plans in order to support
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.