Senior IT Support Technician (Temp to Hire) in Washington, District of Columbia at Rocketship Public Schools

The Position

Under daily supervision, and with clear structures and protocols in place, the Senior IT Support Technician will perform routine day-to-day support for technologies such as MacBooks, iPads, Chromebooks, TVs, and printers. This role requires in-depth knowledge of troubleshooting computers, printers, and networks. This role will provide candidates with the opportunity to continue growing their technical knowledge and skills, while also contributing to the success of Rocketship students.

This is an on-site position with an expectation that this person will spend 8 hours a day on school sites within their assigned portfolio.

Compensation: $28.00 - $32.50/hour

IT Ticket Monitoring and Resolution

• Serve as the primary initial point person for technology issues at 2-4 assigned schools and possibly also for Network Support Team staff. This typically includes ~150-200 staff members. May provide support for additional sites and staff members as assigned.
• Provide timely response to tickets (i.e. within 1 day of submission, and follow up every 3 business days), escalating to other members of the technology solutions team as needed.
• Monitor Jira regularly to address and resolve reported technical incidents; document and update all helpdesk tickets within the Jira service management system
• Troubleshoot reported issues with Windows devices, Macbook, Chromebooks, iPads, TVs, printers, and other technology
• Complete in- depth network troubleshooting in partnership with the network administrator

Routine Prevention & Monitoring

• Perform initial assessment, diagnosis, and repair of staff devices, including Chromebooks, laptops, iPads, and other IT equipment.
• Conduct technical assessments of all incoming Insprioz devices.
• Complete the technical “to do” checklist during each onsite visit, including routine technical and maintenance tasks; maintain accurate and up-to-date tracking of all laptop assets while on-site.
• Update and patch computers as needed
• Back up data as requested
• Regularly test and document wireless signal in the building, resolving identified wireless issues or escalating complex problems to the Network team.
• Document wireless access point placements in your schools
• Perform other preventative and monitoring work as needed
• Monthly System Checks:
  
  • Confirm the proper charging function of all Chromebook Carts. (Note: Cart replacement may require up to 4 hours of support from the school's operations team.)
  • Check the WIDA server mini computers ("Intel NUC") in the designated locations (DC and WI only).
  • Maintain a clean and organized server room environment.
• Periodic Network and System Health Checks (2x a day, morning and afternoon):
  • Perform spot checks of the wireless network, documenting and troubleshooting issues such as weak signals, interference, or connection problems.
  • Perform checks of all on-site printers and copiers, ensuring full functionality.
  • Verify the operational status of selected TVs, projectors, and Apple TV devices, resolving any immediate issues.
  • Document any issues and report them to the campus’ Business Operations Manager for resolution.

• Manage the process of sending damaged Chromebooks and laptops for external repair.
• Verify receipt of technology purchases; asset tag and make changes as required
• Image or set up, and also deploy, laptops, Chromebooks, and peripherals as assigned
• Configure hardware to connect to our wireless network and printers
• Reimage and/or reinstall operating systems for laptops and Chromebooks
• Install and/or troubleshoot applications as required
• Assess and repair broken school technology equipment. This will often include documenting issues and managing shipments to/from repair or warranty locations
• Dispose of or repurpose old hardware as required, including using approved E-Waste vendors
• Support technology-enabled assessment administration
• Support other technology setup and use on campus

Communication & Customer Service

• Coordinate with the Business Operations Manager (BOM) or equivalent staff upon arrival and departure at each campus
• Submit a daily findings report via email to the Business Operations Manager before leaving the site; prompt the BOM to check the Technology Dashboard for updates.
• Proactively communicate any pending technology issues with the BOM or equivalent staff.
• Deliver superior customer service and build relationships with your schools and all others supported
• Participate in regular check-ins with manager and other teammates as required, receiving close guidance and direction on the various aspects of the job
• Use allocated time to learn and build your technical knowledge and skills through both in-person and online technical professional development trainings

Other Duties As Assigned

• Participate in “stretch projects” to grow your knowledge and skills on topics such as single sign-on system deployment or cybersecurity work
• Assist the IT Associates or management with specific tasks related to testing the network and replacing network hardware equipment when needed
• Collaborate with the Technology Solutions team to support specific tasks involved in tech initiatives across the network as needed
• Support on non-technical projects as needed

Technical Qualifications

• At least 15 months of full time and verifiable hands-on technical support experience and has shown a track record of successfully supporting over 1000+ devices daily
• Has experience configuring from scratch a critical technology system (including Google Workspace, content filtering, asset management, telecommunications, etc) for a large organization (1000+ employees)
• Has direct hands-on experience installing multiple enterprise network equipment, including firewalls, switches, wireless access points, backup batteries, and environmental monitoring from the ground up with little or no supervision
• Can independently troubleshoot and successfully resolve all basic and common moderate technical issues without any additional support or guidance

Other Qualifications

• Deep commitment to Rocketship’s mission, and desire to have an impact in an innovative and high-performing organization. Passion for unleashing potential in all students is a core part of our culture, and a critical value of successful “Rocketeers” across all roles!
• Commitment to being a team player, willing to ask for (and provide!) help
• Willingness to “roll up your sleeves” and get work done on school sites
• Enthusiasm for working in a fast-paced, dynamic, and ever-changing environment -- with the ability to navigate occasional ambiguity
• Problem-solving mindset
• Willingness and excitement to learn and grow, both in your technical skills and more broadly. Willingness to both accept and give critical feedback.
• Strong listening skills, and enjoyment of collaboration with teammates with diverse opinions and backgrounds
• Willingness to help improve the team, our systems, and our processes
• Ability to travel to your assigned schools in your region, and occasionally to other regions
• Ability to communicate effectively in person, via videoconference, and via email

The Senior IT Technician is a full time non-exempt role that is paid at an hourly rate. Non-exempt roles are eligible for overtime when the time is pre-approved by their manager.

Compensation rate is commensurate with qualifications and experience. Role is eligible for benefits after 90 days, including excellent health and welfare benefits, 403b retirement plan, flexible spending account (FSA), and generous paid time off.