Senior IT Support Technician Job at Rocketship Public Schools in San Francisco

Overview

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As we are expanding our technical support team, we are looking to hire an experienced Senior IT Support Technician. The right candidate will be excited to be immersed in a continuous cycle of learning while supporting the technology tools and systems of multiple schools. 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 Windows laptops, MacBooks, iPads, Chromebooks, projectors, TVs, and printers. This role requires more in depth knowledge of troubleshooting computers, printers, and networks. The role offers opportunities to grow technical knowledge while contributing to the success of Rocketship students.

Responsibilities

• Respond to and resolve IT tickets entered by staff, and document steps taken in Rocketship’s ticketing system
• Serve as the primary initial point person for technology issues at 2-4 assigned schools and possibly also for Network Support Team staff, typically ~150-200 staff members
• Provide support for other schools and staff across the Rocketship network as assigned
• Serve on school sites for eight hours per day
• Follow up on and work to resolve open helpdesk tickets, escalating to other technology solutions team members as needed
• Document and update all helpdesk tickets within the Jira service management system
• Troubleshoot reported issues with Windows devices, MacBooks, Chromebooks, iPads, TVs, printers, and other technology
• Complete in-depth network troubleshooting in partnership with the network administrator
• Perform routine preventative and monitoring tasks, including completing the technical “to do” checklist during each onsite visit
• Update and patch computers as needed
• Back up data as requested
• Regularly test and document wireless signal in the building; document wireless access point placements
• Perform other preventative and monitoring work as needed
• Support technology lifecycle, including inventory, setup, management, use, and disposal: verify receipt of technology purchases; asset tag and update records; image or set up and deploy laptops, Chromebooks, and peripherals; configure hardware to connect to the network and printers; reimage and/or reinstall operating systems
• Install and/or troubleshoot Rocketship applications as required; maintain an inventory of technology at assigned schools
• Assess and repair broken school technology equipment and manage shipments to/from repair or warranty locations
• Dispose of or repurpose old hardware with approved E-Waste vendors
• Support technology-enabled assessment administration and on-campus technology setup and use
• Participate in broader IT projects locally and Rocketship-wide, including stretch projects such as single sign-on deployment or cybersecurity work
• Collaborate with the Technology Solutions team on tasks involved in tech initiatives across the network
• Provide timely communication, excellent customer service, and positive engagement with staff across the Rocketship network
• Deliver superior customer service and build relationships with schools; respond to tickets promptly and participate in regular check-ins and meetings
• Learn on the job and apply knowledge in daily work; use allocated time for ongoing professional development

Senior IT Technical Qualifications

• At least 15 months of full-time, verifiable hands-on technical support experience, with a track record of supporting 1000+ devices daily
• Experience configuring from scratch an organization-wide technology system (e.g., Google Workspace, content filtering, asset management, telecommunications) supporting 1000+ staff
• Hands-on experience installing enterprise network equipment (firewalls, switches, wireless access points, backup batteries, environmental monitoring) with little or no supervision
• Ability to work independently on daily duties and concurrently on stretch projects with guidance
• Ability to troubleshoot and resolve common to moderate technical issues without additional support
• Ability to perform repetitive tasks accurately in a larger system under supervision

Other Qualifications

• Deep commitment to Rocketship’s mission and desire to impact an innovative, high-performing organization
• Team player, willing to ask for and provide help
• Willingness to work on school sites and in a fast-paced environment
• Problem-solving mindset and willingness to learn and grow, including giving/receiving constructive feedback
• Strong listening skills and collaboration across diverse teams
• Ability to travel to assigned schools and occasionally other regions
• Effective communication in person, via videoconference, and via email

Salary: $28 - $32 an hour

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with both adults and children. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds and occasionally climb ladders. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is moderate to high.

Compensation

Commensurate with qualifications and experience, plus excellent health and wellness benefits, 403b retirement plan, flexible spending account (FSA), and generous paid time off.

Rocketship Public Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or veteran status, in accordance with applicable laws. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Rocketship Public Schools prohibits harassment and discrimination. For questions, concerns, or complaints, please contact Human Resources.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Education Administration Programs