Technician, IT Support Services - KIPP Public Schools

[Career Services]

Click here to learn more and apply. 

Please send your résumé to the career team at careers...@uplifteducation.org before applying.

The Opportunity

The Technician, IT Support Services reports to the Manager, IT Support Services for their home region. The Technician, IT Support Services is responsible for providing Tier 1 technical support. The technician provides school and administrative desk side support and  may support multiple locations. This role is responsible for Tier 1 support that includes Contact Center/Remote  and Desktop Support, Faculty Device Support, Classroom Device Support, Asset Management, Knowledge Base Article Creation, Device Imaging and Multifunction Printers.

Key Responsibilities

Functional Accountabilities

• Provides Tier 1 desktop support and remote support to KIPP Texas teachers, staff and students by diagnosing, troubleshooting, and repairing issues with Windows, iOS, and Chrome OS computers & tablets.
• Diagnoses and supports other technology devices, including printers, projectors, cellular phones, classroom technology equipment.
• Installs and troubleshoots software, including client, cloud, and network-based applications.
• Prepares and delivers new hardware to employees and classrooms, including imaging, configuration of desktop applications, asset tagging, and initial end-user training.
• Utilizes the ticketing system to receive, prioritize, and respond to support requests.
• Meets department standards for tickets per day, total tickets resolved, average resolution time and customer satisfaction. 
• Assists in improving deskside technical support by documenting policies, procedures, and creating knowledge base articles.
• Completes asset audit and maintains asset inventory. 

Qualifications

• Skilled in diagnosing and resolving Tier 1 technical service requests.
• Strong communication and interpersonal skills, with an ability to communicate effectively and professionally; including, the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Ability to perform effectively in a dynamic and complex operating environment.
• Excellent planning and organizational skills and demonstrated ability to manage multiple competing priorities and assignments.
• Tier 1 experience with desktop operating systems including Windows, Mac and Chrome. Also Active Directory, Google Admin console and mobile device management platforms, and asset management.
• Ability to produce clear written materials.
• Team-oriented mindset.
• Customer-focused and goal-orientated with keen attention to detail.
• Alignment with KIPP Texas's mission and core values.