Technician, IT Support Services at KIPP

The Technician, IT Support Services reports to the Sr. Manager, IT Support Services for their home region. This position resides at either a school campus or the regional SSP (administrative office) building. This role is responsible for providing Tier 1 technical support and may support multiple school and administrative locations throughout their region. The technician provides desk-side support and remote assistance, ensuring seamless operation of IT systems and devices across the organization. Key areas of responsibility include School based Desktop Support, Faculty and Classroom Device Support, Asset Management, Knowledge Base Article Creation, Device Imaging, and Multifunction Printer Maintenance. Key Responsibilities Functional Accountabilities • Provide Tier 1 desktop support to teachers and staff by diagnosing, troubleshooting, and resolving issues with Windows, iOS, and Chrome OS computers & tablets. • Diagnose and support other technology devices, including printers, projectors, cellular phones, and classroom technology equipment. • Install and troubleshoot software, including client, cloud, and network-based applications. • Prepare and deploy new hardware, including imaging, configuration of desktop applications, asset tagging, and initial end-user training. • Utilize the ticketing system to receive, prioritize, and respond to support requests. • Meet department standards for ticket resolution, response time, and customer satisfaction. • Assist in improving desk-side technical support by documenting policies, procedures, and creating knowledge base articles. • Conduct asset audits and maintain inventory records. • Provide remote support to end-users. Service Delivery • Adhere to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation requirements, and communication protocols. • Evaluate and interpret the requirements of key business stakeholders and end-users to develop and implement solutions. • Resolve IT-related issues, service requests, and problems within established parameters. • Provide status updates to users regarding the progress of their service requests and incidents. • Build and maintain relationships with school leaders and office staff.