• Serve as a point of contact for initial and escalated tech support requests via email, phone, chat, or in person for hardware, software, or network issues. • Perform remote and in-person troubleshooting and determine the best solution based on the issue and details provided. • Identify, research, and resolve basic and advanced technical problems for end users. • Provide technical assistance through information sharing and hands-on problem-solving support. • Coordinate with school, district, and partner organization technology staff to troubleshoot and resolve issues when needed. • Install network equipment such as network cables, wireless access points, switches, and routers in PRI offices. • Perform network troubleshooting in PRI offices to determine and resolve internet and network-related problems. • Configure printers and multifunction devices for printing, scanning, and network connection. • Use scripting tools such as PowerShell to automate and streamline operations. • Direct unresolved issues to the next level of support personnel. • Conduct new staff technology onboarding sessions. • Provide technology training to end users. • Monitor and manage the PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs. • Assist with training workshops for staff members on new technologies and organizational technology policies and procedures. • Prepare and maintain documentation for performed tasks, procedures, and IT-related policies. • Create documentation for troubleshooting and resolution steps for IT issues, technical documentation, manuals, and IT policies. • Manage backup and restoration of files in cloud-based systems.