Job Description

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

Qualifications

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

Additional Information

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.