Job Description

The Technician, IT Support Services reports to the Sr. Manager, IT Support Services for their home region. This position resides at either a school campus or the regional SSP (administrative office) building. This role is responsible for providing Tier 1 technical support and may support multiple school and administrative locations throughout their region. The technician provides desk-side support and remote assistance, ensuring seamless operation of IT systems and devices across the organization. Key areas of responsibility include School based Desktop Support, Faculty and Classroom Device Support, Asset Management, Knowledge Base Article Creation, Device Imaging, and Multifunction Printer Maintenance.

_ Key Responsibilities_

_ Functional Accountabilities_

• Provide Tier 1 desktop support to teachers and staff by diagnosing, troubleshooting, and resolving issues with Windows, iOS, and Chrome OS computers & tablets.

• Diagnose and support other technology devices, including printers, projectors, cellular phones, and classroom technology equipment.

• Install and troubleshoot software, including client, cloud, and network-based applications.

• Prepare and deploy new hardware, including imaging, configuration of desktop applications, asset tagging, and initial end-user training.

• Utilize the ticketing system to receive, prioritize, and respond to support requests.

• Meet department standards for ticket resolution, response time, and customer satisfaction.

• Assist in improving desk-side technical support by documenting policies, procedures, and creating knowledge base articles.

• Conduct asset audits and maintain inventory records.

• Provide remote support to end-users.

_ Service Delivery_

• Adhere to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation requirements, and communication protocols.

• Evaluate and interpret the requirements of key business stakeholders and end-users to develop and implement solutions.

• Resolve IT-related issues, service requests, and problems within established parameters.

• Provide status updates to users regarding the progress of their service requests and incidents.

• Build and maintain relationships with school leaders and office staff.

Qualifications

_ Qualifications_

• High School Diploma or GED required.

• Technical certifications such as A+, Network+, Cisco Certifications, Microsoft Certifications, ITIL, or CompTIA are preferred.

• An Associate's degree in Electronics, Computer Science, or related field is a plus.

_ Skills_

• Strong troubleshooting and problem-solving skills for Tier 1 technical service requests.

• Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical stakeholders.

• Ability to perform effectively in a dynamic and complex operating environment.

• Strong organizational skills with the ability to manage multiple priorities and assignments.

• Familiarity with desktop operating systems including Windows, Mac, and Chrome OS.

• Experience with Active Directory, Google Admin Console, mobile device management platforms, and asset management systems.

• Ability to produce clear written documentation and instructional materials.

• Team-oriented mindset with a strong customer service approach.

• Detail-oriented with a focus on meeting service expectations.

• Alignment with KIPP Texas's mission and core values.

Additional Information

_ What We Bring to the Table:_
● Comprehensive medical, dental, and vision plans with coverage options for employees and their families.
● Competitive vacation and flexible paid time off (PTO) policies.
● Paid family leave.
● Flexible spending account or high-yield HSA.
● Employee assistance programs.
● KIPP also offers the following employee-paid benefits: legal plans, LifeLock identity protection, life insurance and disability insurance.

_ EEO:_
KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation, or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures, providing
documents in an alternate format, using a sign language interpreter, or using specialized equipment.