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Technician, IT Support Services

Company: Kipp Texas Public Schools
Location: Houston
Posted on: January 16, 2022

Job Description:

Company Description

KIPP Texas Public Schools is a network of 59 public charter, open-enrollment, pre-k-12 schools educating nearly 34,000 students across Austin, Dallas-Ft. Worth, Houston, and San Antonio. Together with families and communities, our mission is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose college, career, and beyondso they can lead fulfilling lives and build a more just world.

Founded in Houston in 1994, and operating as KIPP Texas since 2018, our commitment to diversity, equity, inclusion, and antiracism in our classrooms, in our offices, and in the communities we serve is unwavering. We are looking to hire a diverse team of dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join our Team and Family and champion equity, chase excellence, persist with purpose, bring joy, and help us rise together.

KIPP Texas is part of the national KIPP network of 255 college-preparatory public charter schools in 20 states and the District of Columbia. Nationwide, KIPP students complete four-year college at a rate of 36 percent, comparable to the national average for all students and approximately three times higher than the average of students from low-income communities.

You can see all our job opportunities at https://kipptexas.org/join-our-team/.

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 and remote support to KIPP Texas teachers, staff and students 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.
    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.

      • 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

          Compensation And Benefits

          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.by Jobble

Keywords: Kipp Texas Public Schools, Houston , Technician, IT Support Services, Professions , Houston, Texas

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