Job Description

The Desktop Administrator’s role is to provide a primary point of contact for end users to receive support and maintenance within the organization’s technology environment. The Desktop Administrator will support all of IOTA Community Schools and Home Office.

ESSENTIAL RESPONSIBILITIES:

• Ensure open lines of communication between IT and customers.
• Respond to all requests for help in a timely and thorough manner.
• Troubleshoot and repair end user devices, primarily Chromebooks.
• Collaborate with network administrators, network engineers, desktop administrators, application engineers, and knowledge management analysts to ensure efficient operation of the organization’s many technologies
• Perform remote and onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required desktop service levels
• Maintain inventory of all schools & Home Office technology
• Liaise with third-party support and equipment vendors
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Ability to adapt to change quickly.

KEY PERFORMANCE INDICATORS:

Within First 6 Months:

• Respond to 95% of tickets within 1 business day
• Resolve 85% of support requests within 3 business days
• Achieve 70%+ first-contact resolution rate
• Complete 100% of mandatory technical onboarding and system training
• Document and update at least 5 internal knowledge base articles
• Demonstrate basic proficiency with Chromebooks, Windows devices, and printers
• Maintain accurate inventory records across assigned school sites
• Earn 85%+ satisfaction score on support surveys

Ongoing:

• Sustain 90%+ of support tickets resolved within SLA
• Maintain 90%+ user satisfaction based on surveys and follow-up
• Show 90%+ compliance with support protocols and documentation standards
• Reduce ticket recurrence rate to <10% for resolved issues
• Handle at least 80% of support requests remotely when applicable
• Independently manage full-cycle troubleshooting and escalation without supervision
• Collaborate on or lead a technology improvement project or rollout
• Complete additional certification or skills training (e.g. Google Admin, JAMF, etc.)

Qualifications

Formal Education & Certification

• Professional work experience supporting desktop computer equipment is preferable.
• Bachelor of Science (B.S.) degree in the field of Computer Science or Information Technology or Associates degree in IT, is preferable.
• Relevant and current certifications in Information Technology are preferable.

Knowledge & Experience

Highly Desirable:

• Technical knowledge of PC and desktop hardware, primarily including Windows.
• Knowledge and experience with Google Chromebooks is desirable.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with printers, document cameras.
• Be familiar with basic Active Directory areas such as password resets, enabling and disabling user accounts, and other basic tasks.
• Advanced knowledge of Google Apps, Google Drive, and other core Google products.
• Familiarity with smart phone software such as IOS and Android.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

Required:

• Strong organizational skills and instincts to build and maintain systems that are replicable and scalable.
• Natural inclination to “do the right thing” even when no one is looking.
• Strong written and oral communication skills.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment and with little supervision.
• Highly effective interpersonal skills and relationship-building skills.
• Impeccable customer service skills and customer service orientation.
• Ability to present ideas in user-friendly language.
• Experience working in a team-oriented, collaborative environment.
• Ability to deal with problems with calmness and goodwill.

Additional Information

The hourly range for this full-time position is $18 to $21 per hour based on experience. We also offer a comprehensive benefits plan as well as the opportunity to impact a growing, mission-driven organization that is committed to the success of all students. Only applicants chosen for an interview will be contacted. We are looking to fill this position ASAP.

This employer strives for a balanced, productive workforce, which is diverse in terms of age, gender, and cultural identity. We do not base hiring or promotional decisions on factors other than performance and professional growth potential. Please note that we are unable to sponsor H1 VISA applicants.