Technician, IT Support Services - Houston, United States - KIPP Foundation

KIPP Foundation

Verified Company

Houston, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Full-time

Start Date: Immediate opening
Department: Regional Support and Leadership

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 beyond—so 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.

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 networkbased
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.

Teamoriented mindset.
Customerfocused and goalorientated with keen attention to detail.
Alignment with KIPP Texas's 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.

Compensation and Benefits

Salary is based on years of experience, degree of education, and level of expertise. A

- competitive benefits package is also offered

Additional Information:

Compensation and Benefits
Salary is based on years of experience, degree of education, and level of expertise.

As a full-time KIPP Texas employee you are eligible to participate in all KIPP Texas' benefit plans. KIPP Texas