IT Support Technician

Your Mission

You are the front line for technology and part of a team of IT professionals who provide desktop, server, and networking support for Compass Rose Public Schools. This role will involve troubleshooting a variety of technical issues daily, as well as repairing hardware that supports the day-to-day operations of the organization, as well as the instructional program.

Your Responsibilities

Functional Accountabilities

• Provides Tier 1-2 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, and 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, the configuration of device 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 audits and maintains asset inventory.
• Assisting assigned campuses with End of Year and Beginning of Year device distribution.
• Travel between locations to provide in-person support.

Service Delivery

• Provide exceptional customer service.
• Adheres to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
• 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.

Your Supervisory Responsibilities

• None

You

• have a High School Diploma or equivalent
• have experience with providing exceptional customer service
• have Strong written and verbal communication skills
• have Technical certifications as a plus
• have K-12 technology experience as a plus
• Experience with the following a plus:
• Windows 10, ChromeOS, macOS, and iOS operating systems
• Google Admin Console administration
• Process of imaging a Windows device
• Chromebook and laptop repair
• MDM administration
• Content filtering process
• Can diagnose TCP/IP network issues
• Asset tracking and management
• Have knowledge of Internet Browsers such as Google Chrome, Microsoft Edge, Safari, Internet Explorer, and Firefox

• 
  Job requires extensive standing and sitting for long periods of time and heavy lifting

Compensation and Benefits

• This position follows a 12 - month work calendar
• The salary scale is between $36,000 - $43,000
• The range represents the low and high end of the scale for this position and allows for room to grow internally. Actual salaries will vary based on but not limited to comparable experience and overall years of professional experience.
• Health benefits include medical, dental, vision, and supplementary coverage with multiple plan options
• Employer-funded Health Reimbursement Arrangement (HRA)
• Employer-paid Long-term Disability and Life Insurance
• Paid local personal days, paid bereavement leave, and paid parental leave
• Participation in Texas Teacher Retirement System (TRS)