Technician, IT Support Services

  • Austin, TX, USA
  • Full-time
  • Department: Regional Support and Leadership
  • Start Date: Immediate opening

Company Description

KIPP Texas Public Schools is a nonprofit public charter school network, dedicated to preparing students in educationally underserved communities for college success and choice-filled lives. Today, KIPP Texas operates 59 public charter schools educating over 31,100 students across four regions – Austin, Dallas-Fort Worth, Houston, and San Antonio. KIPP Texas is part of the national KIPP network of 255 college-preparatory public charter schools in 20 states and the District of Columbia. KIPP schools are part of the free public school system and enrollment is open to all students. Nationwide, KIPP students complete four-year college at a rate of 36 percent, comparable to the national average for all students and approximately three times higher than the average of students from low-income families.

You can see all our job opportunities at https://kipptexas.org/join-our-team/.

Job Description

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 to teachers and staff 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. 

Service Delivery

  • Adheres to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.

  • Evaluates and interprets the requirements of key business stakeholders and end-users to develop and implement solutions.

  • Resolves IT related issues, service requests, and problems within established parameters.

  • Provides status updates to users on the status of their service requests and incidents.

Qualifications

Skills

  • 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.

Qualifications

  • High School Diploma or GED

  • Technical Certifications A+, Network+, Cisco Certifications, Microsoft Certifications, ITIL and CompTIA a plus.

  • A.A.S. in Electronics, Computers or equivalent schooling is a plus.

Additional Information

Compensation and Benefits:

In addition to a competitive salary scale, a part of KIPP Texas’ competitive benefits options, KIPP offers all employees an $0 HMO plan for the employee only. In addition to our $0 plan, KIPP provides a $600 employer contribution towards a Health Savings Account and a variety of other supplemental benefits such as Dental, Vision, Short and Long-Term Disability, Pet Insurance, Life, etc.

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