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The Technology Support Associate provides frontline in-person and remote technical support to KIPP DC employees and students year-round. Employees in this role also work on projects including network infrastructure projects, employee onboarding, computer imaging and configuration, hardware and software installations. S/he interfaces and coordinates support with third-party vendors, consultants and service providers. S/he should be able to combine excellent customer service skills and exceptional technical ability. The Technical Support Associate is an exempt position, a critical member of the KIPP DC Headquarters team, and will report to the Director of Technology Operations.
TECHNOLOGY ENVIRONMENT:KIPP DC’s multimillion dollar technology program supports 8,000 users (of whom 85% are students and 15% are staff) and well over 25,000 devices (e.g., laptops, desktops, tablets, cell phones, etc.) spread across nine sites, including 17 schools and one headquarters office. All sites sit on a 500 MBPS fiber network and we have a mix of site-hosted and virtual servers. Some of the applications and services upon which we rely heavily include Office 365, G-Suite, Okta, and Zoom.
KEY RESPONSIBILITIES:Technical SupportProvide excellent Tier II level support for KIPP DC Headquarters, School Campus staff and students.
Troubleshooting a variety of computer, peripheral, networking or related software and hardware issues remotely and in-person
Configure and support internal and/or external networks
Microsoft Server/Active Directory systems administration and server migration
Troubleshoot server and network performance
Evaluate existing systems and /or user needs to analyze, design, recommend and implement system changes
Provide and apply accurate and efficient technical and practical solutions for testing planning, coordination, and execution of KIPP DC organizational goals
Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer contact, ensuring completion before ending the contact
Execute policies and goals for projects related to KIPP DC IT hardware and infrastructure needs
Manage site inventory, disposition, and repairs according to KIPP DC policy
Consistently meet and exceed goals and service levels for customer service, technical quality, first call resolution
Work with other team members to ensure the timely completion of day-to-day support activities as well as the completion of long-term projects across the network
Work collaboratively and cross-functionally to plan and execute strategies
Mac OS experience strongly preferred
Certifications such as A+, ACMT, HDI-CSR, ITIL Foundation, MCP, MCSE, MCSA preferred
Basic network configuration/management to include routing, firewalls, subnets, VPNs, and VLANs, including wireless networking
Windows system administration experience (Active Directory, GPO, user administration, PowerShell)
Experience supporting applications and services such as PowerSchool, Google Apps, Google Admin Console, Office 365, Okta, and Zoom
Familiarity with backup products like Commvault, Acronis, and Backup Exec
Experience with ticketing solutions such as Zendesk, Samanage, Connectwise and/or Jira Service Desk.
Minimum 3-5years of desktop related experience providing routine end user support in a large fast paced enterprise environment. Working in public PK3-12 strongly preferred
Ability to translate technical IT language terms into non-technical jargon for end user understanding
Self-starter with demonstrated ability to thrive in a fast-paced, demanding environment and manage multiple priorities at once
Ability to work within a team as well as independently with direction but limited supervision
Excellent interpersonal skills and ability to develop strong relationship with school leaders, teachers, headquarters staff, and vendors
Unquestioned commitment to KIPP DC’s mission and values
Strong judgment and decision-making skills
Flexibility, tenacity and resourcefulness
Please visithttp://www.kippdc.orgto complete an online application (including submission of a resume and cover letter) for the Technical Support Associate position. Please email [emailprotected] with questions. Salary and benefits are competitive and commensurate with qualifications and experience.
EQUAL OPPORTUNITY EMPLOYERKIPP DC Public Schools does not discriminate against, or tolerate discrimination against, employees or applicants for employment on any legally-recognized basis or protected class including, but not limited to, actual or perceived race, color, national origin, immigration status (except as necessary to comply with federal, DC, state, or local law), religion, sex (including pregnancy, childbirth, lactation and related medical conditions), age, physical or mental disability, medical condition, sexual orientation, gender (including gender identity or expression), marital status (including domestic partnership status), genetic information, political affiliation, pregnancy, family responsibilities, personal appearance, veteran status, uniform service member status, status of being unemployed, status of victim a survivor of domestic violence, sexual offense or stalking, matriculation or any other protected class under federal, state, DC, or local law.
KIPP DC requires all staff to provide proof of full vaccination against COVID-19 or obtain an approval for exemption due to medical or religious reasons by November 1, 2021 or start of employment, whichever is later.
Clickhereorhereto review KIPP DC’s non-discrimination policy and KIPP DC’s Title IX Coordinator’s contact information.
