KIPP DC

Washington, DC

Type: Leadership & Support Staff
Full Time/Part Time: Full-Time
Start Date: Immediate
Subject:  
Grade:  

Organization: KIPP DC
Preferred Locations:

Contact:  
Email:

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Technical Support Associate

APPLY
KIPP DC

Washington, DC

Type: Leadership & Support Staff
Full Time/Part Time: Full-Time
Start Date: Immediate
Subject:  
Grade:  

Organization: KIPP DC
Preferred Locations:

Contact:  
Email:

ORGANIZATIONAL OVERVIEW:
At KIPP DC schools, students develop the knowledge, skills, and confidence to become Washington DC’s next generation of leaders. Equipped with a KIPP DC education, our alumni are empowered to be successful in college, careers, and life.

KIPP DC schools educate and support students in the District of Columbia who have historically had limited access to quality educational options. We are grounded in a commitment to excellence, equity, and justice. Our central headquarters team supports KIPP DC’s 18 schools, 6,800 students and families, and 1,000 staff members—ensuring KIPP DC remains the highest performing PreK – 12 school system in the District of Columbia.
 
POSITION OVERVIEW:
The Technical Support Associate provides in-person and remote first-tier technical support to KIPP DC employees and students.  Employees in this role also work on projects including new employee setups, imaging computers, installing new hardware, and updating software. S/he interfaces and coordinates support with third-party vendors, consultants and service providers. S/he should be able to combine excellent customer service skills and exceptional technical ability.  The Technical Support Associate is a critical member of the KIPP DC Headquarters team and will report to the Information Technology Manager.
 

TECHNOLOGY ENVIRONMENT:
KIPP DC’s multimillion dollar technology program supports 8,000 users (of whom 85% are students and 15% are staff) and well over 10,000 devices (e.g., laptops, desktops, tablets, cell phones, etc.) spread across seven sites, including 20 schools and one headquarters office. All sites sit on a 500 MBPS fiber network and we have a mix of site-hosted and virtual servers. Some of the applications and services upon which we rely heavily include Office 365, G-Suite, Okta and Quickbase.
 
KEY RESPONSIBILITIES:
 
Technical Support
  • Remote and technical support for service calls
  • Troubleshoot a variety of computer, peripheral, networking or related software and hardware issues remotely and in-person
  • Provide and apply accurate and efficient technical and practical solutions to solve customer issues
  • Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer contact; ensuring completion before ending the contact
  • Execute policies and goals for KIPP DC IT hardware and infrastructure
  • Provide excellent first-level support for KIPP DC campus staff
  • Manage site inventory, disposition, and repairs according to KIPP DC policy
  • Consistently meet and exceed goals and service levels for customer service, technical quality, first call resolution
  • Work with other team members to ensure the timely completion of day-to-day support activities as well as the completion of long-term projects
Planning and Reporting
  • Provide data for and input to periodic technology budgeting and planning processes
  • Develop schedules and milestones to track the progress of IT projects
  • Provide reports and documentation as needed on IT projects
 
REQUIREMENTS:
  • Familiarity with Mac and Windows operating systems as well as mobile\media devices ie Apple TV, iPhone and Android end-user devices
  • Experience supporting applications and services such as PowerSchool, Google Apps, Active Directory, Okta, Workday,and Quickbase
  • Experience with ticketing solutions such as TipWeb, Zendesk, and/or Connectwise
  • Associates Degree and\or Microsoft Admin, G-Suite Admin, CCNA (or similar) certifications 
  • Ability to present solutions to staff in non-technical format
  • Self-starter with demonstrated ability to thrive in a fast-paced, demanding environment and manage multiple priorities at once
  • Commitment to working collaboratively and cross-functionally to plan and execute strategies
  • Excellent interpersonal skills and ability to develop strong relationship with school leaders, teachers, headquarters staff, and vendors
  • Able to self-improve. Employees should be able to learn from their own experiences by recognizing both their strong points and weak areas without constant outside feedback; continuing to expand upon such strong points and eliminating weak areas of their work
  • Detail and goal oriented
  • Unquestioned commitment to KIPP DC’s mission and values
  • Strong judgment and decision-making skills
  • Flexibility, tenacity and resourcefulness
  • Experience in K-12 or higher education setting a plus but not required.
 
TO APPLY:
Please visit http://www.kippdc.org to complete an online application (including submission of a resume and cover letter) for the Technical Support Associate position. Please email careers@kippdc.org with questions. Salary and benefits are competitive and commensurate with qualifications and experience.