About KIPP Memphis Collegiate Schools:

KIPP Memphis is part of KIPP (Knowledge Is Power Program), a national network of free, open-enrollment, public schools that are successful in helping students from educationally underserved communities develop the knowledge, skills, character, and habits needed to succeed in college and the competitive world beyond.  There are currently 280 KIPP schools serving nearly 120,000 students.  Today, KIPP Memphis serves over 1,200 students in our three schools in north Memphis and almost 800 alumni on their journeys to and through college with our KIPP-Through-College Program.

As a leader in providing high quality education for students who need us most, the KIPP Memphis team and family serves as a model of excellence and collaborates with other community organizations to raise the overall quality of education in Memphis. The mission of KIPP Memphis is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose - college, career, and beyond - so they can lead fulfilling lives and build a more just world.

Position Overview

The Information Technology Specialist’s primary responsibility will be to provide and coordinate desktop support across our school network.  This position provides a first response to all requests for technical support and assistance, and escalates and routes issues to appropriate staff or consultants as necessary. The ideal candidate for this position is an excellent communicator who enjoys working with people and fixing technology. The candidate should also possess strong organization and coordination skills to manage not only his/her work but also direct the work of outsourced technology technicians, including our managed service provider, who routinely visit our schools to ensure all issues are appropriately addressed, documented, and swiftly resolved.

Primary Responsibilities Include:

Desktop Support

• Provide first-response technical support to all issues reported via ticketing system. Technical support includes troubleshooting computer software and hardware, replacement/upgrades, data migration and archival, and Active Directory account, mailbox, and distribution list management
• Manage, and promote usage of, our online helpdesk
• Ensure all issues are expediently addressed, resolved, and documented with technician notes
• Provide technology orientation and training to KIPP Memphis staff
• Provide monthly support reports to management and analyze results
• Actively raise issues and recommend improvements to desktop support services.

Management of Support Vendors

• Direct the work of external technical consultants who provide routine on-site tech support to each of our schools and the School Support Office
• Manage process (onsite and documentation) of technical consultants work

Basic Systems Administration

• Provide Active Directory account management, Google Workspace management
• Other tasks as directed, including content filtering, contributing to Asset Tracking system, and documentation of IT policies and procedures

Skills and Qualifications

• Minimum 3-6 years in the IT industry – preferably with experience in an educational institution.
• Unquestioned integrity and commitment to KIPP Memphis’ mission.
• Experience in a desktop support services team
• Outstanding organizational skills and high attention to detail; outstanding written and oral communication skills. Ability to present problems and solutions in non-technical jargon.
• High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high level of responsibility and multiple priorities.
• Articulate, professional demeanor with strong self-confidence and initiative.
• Willingness to travel between sites as required.
• A+ certification
• MCSA, MCSE, and/or MCITP certification in Active Directory and/or Exchange services preferred

KIPP Memphis Schools are committed to a policy of equal treatment for all individuals applying to the school. KIPP Memphis does not discriminate on the basis of race, color, gender, handicap, age, religion, sexual orientation, or national or ethnic origin.