Job Description

_ The Opportunity_

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.

_ Key Responsibilities_
Functional Accountabilities
● 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.
● Primarily responsible for Remote Support.

_ Service Delivery_
● 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

_ Skills and Qualifications_
Skills
● 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' mission and core values.

_ Qualifications_
● 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

Compensation and Benefits

As a full-time KIPP Texas employee you are eligible to participate in all KIPP Texas’ benefit plans. KIPP Texas offers a robust variety of benefits choices with competitive rates, including medical, dental, and vision options, life insurance, and disability plans.

KIPP provides equal employment opportunities for all applicants and employees. As an equal opportunity employer, we hire without consideration of race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.