Technician IT Support Services

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 applications.
Prepares and delivers new hardware to employees and classrooms including imaging configuration of desktop applications asset tagging and initial enduser 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 endusers 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 :

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.

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 nontechnical 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 Texass mission and core values.

Additional Information :

Compensation and Benefits

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

As a fulltime 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  fertility and disability plans starting as low as $25/month.

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.

Remote Work :

No

Employment Type :

Fulltime