Source description
About the role
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.
Technology Lifecycle Support
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