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Field Technician (East Bay/San Jose)

Company: KIPP Public Schools Northern California
Location: Oakland
Posted on: May 27, 2023

Job Description:

Please note: -a cover letter is required for this position. Please tell us about your interest in working for KIPP!
Position Summary Our Tech Team Mission at KIPP Public Schools Northern California is to provide our students and staff with reliable, high-speed, and secure network infrastructure, equipment, systems, and comprehensive technical support, so that our schools and region are empowered to deliver exceptional work. The Field Technician plays an instrumental role in our mission, serving as the frontline of IT, spending 4 days per week providing on-site IT support directly to schools. They are responsible for diagnosing and resolving technical problems spanning computer hardware, software, networking, and other digital assets on site, such as our security systems. This role also assists with IT related projects across the organization and has opportunities to develop a range of technology skills. The ideal candidate is a self-starter with a customer service orientation, enjoys diagnosing and resolving hardware and software challenges, - is mission oriented, and ready to work in a school environment. - - Field Techs are assigned a portfolio of schools in geographic proximity and can be based out of either the main IT office or a 'home' school within the set of assigned schools. This role requires frequent travel to our school campuses around the Bay Area (4 days per week on site; 1 day is remote). The Field Technician will report to the Associate Director of Technology. - The main IT office is located in the Regional Support Office in downtown Oakland. - Qualifications and Characteristics Education & Other Qualifications:

  • Associate's degree or Bachelor's degree -
  • Access to reliable transportation and ability to travel across the Bay Area; must have a valid driver's license and reliable vehicle with appropriate insurance (required) - all work-related travel is reimbursed by KIPP)
  • Relevant technical certification, a plus Experience
    • At least 1 year of experience in a technical support capacity, as described below under Key Responsibilities: -
      • Installing and setting up new computer systems, including apple laptops, Chromebooks, printers, and other peripheral devices.
      • Troubleshooting hardware, required; troubleshooting software, and escalating Network issues, preferred
      • Providing support and guidance to end-users, including answering questions, resolving issues, and providing training on software and hardware usage
      • Conducting maintenance tasks on computer systems, such as wiping or reimaging staff and student devices
      • Following established IT policies, procedures, and security protocols
      • Experience providing support in both a remote and on-site (school environment) capacity strongly preferred
      • Experience collaborating with other IT team members and departments to coordinate efforts, share knowledge, and address complex technical issues strongly preferred Knowledge/skills required:
        • Time Management and Organization: Strong organizational and time management skills to handle multiple tasks simultaneously, prioritize work effectively, and meet deadlines.
        • Working knowledge of ChromeOS and MacOs -
        • Working knowledge of and comfort with using an enterprise ticketing system (such as Fresh Service) to monitor, update, and resolve tickets
        • Customer Service: Excellent customer service and interpersonal skills to interact with end-users and provide technical support in a professional manner
        • Diagnostic and Problem-Solving Skills: Ability to diagnose technical problems, and knowing when to escalate, towards timely resolution of tickets
        • Communication Skills: Strong verbal and written communication skills to document technical issues, solutions, and instructions clearly. Ability to communicate technical information to both technical and non-technical audiences effectively.
        • Passion for KIPP Public Schools Northern California's mission and a focus on what is best for students. Key responsibilities: General IT Support and Ticket Resolution (25%)
          • Serve as the face of IT and primary IT contact for a portfolio of -6 schools (school assignments are distributed between field-techs based on location and size).
          • Visit each of the schools as scheduled to provide on site support (4 days per week), as well as remote support during remote days; report out to school leadership on progress of IT tickets and projects
          • Own the lifecycle of a support ticket for your portfolio of schools; provide timely and high quality response and resolution to our end users (school staff) to IT tickets submitted through our central Help Desk
          • Be an ambassador for the Tech team while on school campuses - log and escalate any reported technical issues as well as technology projects your portfolio of schools is interested in implementing - Student & Staff Hardware & Systems Support (60%)
            • Student Hardware: Assist the Business Office Manager (BOM) and/or Director of School Operations (DSO) of assigned schools in keeping their Chromebook fleet inventory data up-to-date
              • Own timely repair and/or coordinate with outsourced repair team for timely repair -
              • Request replacement Chromebooks as needed
              • Keep asset information up to date in KIPP's asset management system (logging repairs, deprecating old or damaged chromebooks, provisioning new chromebooks)
              • Staff Hardware & Systems: - -
                • Own provisioning and deployment of all new staff technology devices including Macbooks, iPhones, iPads, and other iOS devices
                • Conduct maintenance tasks on these systems, including hardware cleaning, software updates, and system optimizations such as upgrades to ensure optimal performance and reliability
                • Ensure staff systems are configured correctly including troubleshooting and resolving issues
                • Assist schools with troubleshooting schoolwide and classroom technology (e.g. projectors, printers, document cameras, interactive whiteboards/panels, PA systems, Bell Systems, Cameras, Security systems) Region and Schoolwide IT Special Projects - (15%)
                  • Support the Region and schools in digital asset upgrades, such as supporting the project manager in installation of a new camera system or upgraded speaker
                  • Suggest process improvement changes to the Regional Tech Team Physical, Mental and Environmental Demands - Physical: Ability to navigate office and school campuses, and hold meetings in different spaces. Traditionally, much of the day involves sitting. Ability to access and utilize technology. Occasional lifting/carrying of equipment 1-50 lbs. Physical agility to move self in various positions in order to execute duties effectively, which may include kneeling, walking, pushing/pulling, squatting, twisting, turning, bending, stooping and reaching overhead Mental: Stress of deadlines and normal work standards, ability to analyze problems and generate alternatives, work with interruptions, concentrate for long periods of time, read, calculate, perform routine math problems, memorize and recall objects and people. Environmental: School environment subject to constant interruptions and distractions. - Frequent school travel (80%). In an emergency context (e.g., pandemic), work may be conducted virtually fully or partially for extended periods of time or longer, and the expectation is that the individual will establish a productive, remote work environment (e.g., ability to stay connected through different technology means). It may require remote work as current public health guidelines warrant. Adhere to KIPP's health and safety guidelines as outlined by the CDC, CDE, and public health agencies' recommendations. Classification This is a full-time, non-exempt position based on a full year calendar cycle and time off.
                    Field Techs are assigned a portfolio of schools in geographic proximity and can be based out of either the main Regional Support Office or a "home" school within the set of assigned schools. This role requires frequent travel to our school campuses around the Bay Area (4 days per week on site; 1 day is remote). The main IT office is located in Oakland. - About KIPP Public Schools Northern California We are a thriving nonprofit network of 18 free, public charter schools open to all students. At KIPP, we believe all children should grow up free to create the future they want for themselves and that schools can and should be a critical factor in making that vision a reality. Together with families and communities, we create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose-college, career, and beyond-so they can lead fulfilling lives and build a more just world. - Our student community consists of over 7,000 elementary, middle, and high school students in East Palo Alto, Oakland, San Francisco, San Lorenzo, San Jose, and Redwood City, and Stockton. 79% qualify for free or reduced price lunch, 23% are multilingual learners, and 10% have special needs. We strive to cultivate a representative team of teachers and leaders that reflect our students' diversity. Compensation KIPP Northern California is dedicated to you and your family's well-being! We offer a competitive salary as well as a comprehensive benefits package including medical, dental, vision, and transportation benefits. We benchmark annually against comparably-sized non-profit organizations in the regions where we operate, to offer competitive salaries. The hourly rate for this position is between $29.81 and $36.06. Most candidates will be compensated at $32.21 per hour. How to Apply Please submit a cover letter and resume by clicking apply on this page. Questions? Email careers@kippnorcal.org

Keywords: KIPP Public Schools Northern California, Oakland , Field Technician (East Bay/San Jose), Engineering , Oakland, California

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