KTX Sr. Technician, IT Support Services

Job Description

The Sr. Technician, IT Support Services reports to the Manager, IT Support Services for their home region. The Sr. Technician, IT Support Services is responsible for providing Tier 1 technical support. The Sr. Technician provides school and administrative desk side support and will support multiple locations. The Sr. Technician oversees support of several software systems including but not limited to Mobile device management, Chrome, Windows and Printing services. In addition, this role is responsible for Tier 2 support that includes Device Image Creation and Maintenance, Multifunction Printer Management, Knowledge Base Article Review/ Creation, Audio Visual, Mobile Device Management, Student Device Administration. The Sr. Technician is the escalation point for technical problem resolution for Technicians.

Functional Accountabilities

• Provides Tier 1 and Tier 2 desktop technical support to teachers and staff by diagnosing, troubleshooting, and repairing issues with Windows, iOS, and Chrome OS computers & tablets and is the primary escalation point for the Technicians.
• Diagnoses and supports other technology devices, including printers, projectors, cellular phones, and 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 standard for tickets per day, total tickets resolved, average resolution time and customer satisfaction.
• Assists in improving IT services by reviewing documented policies, procedures and adding to department knowledge base.
• Completes asset audit and maintains asset inventory.
• Balances local regional work with state support needs and provides cross regional support.
• Works with IT Support Services Manager to lead or Co-lead departmental projects.
• Software and Systems Administration to support and manage departments key systems and software.

Service Delivery

• Oversees Tier 1 escalations and status reporting to complete service requests within established parameters.
• Adheres to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
• Evaluates and interprets 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.
• Provides progress reporting for all assigned projects including estimates, risk analysis, and time spent.

Qualifications

Skills

• Skilled in diagnosing and resolving Tier 1 and Tier 2 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 2 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 mind-set.
• Customer focused and goal orientated with keen attention to detail.
• Alignment with KIPP Texas's mission and core values.

Qualifications

• A.A.S in Electronics, Computers or equivalent schooling is preferred.
• High School Diploma or GED
• Technical Certifications A+, Network+, Cisco Certifications, Microsoft Certifications, ITIL and CompTIA a plus.
• 2+ years of professional experience in device support or a similar role, with at least 1 year of recent Tier 2 experience.

Additional Information

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.