Technician, IT Support Services

Job Description

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.

• 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.

• 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

• 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.

• 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

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.