Rocketship Public Schools

Senior IT Support Technician (Temp to Hire)

Washington, DC · Senior · Contract

Sponsorship not specified$28k-$33kDetected 33 days ago

JiraCustomer SupportFirewallCommunicationCollaborationProblem Solving

About the role

This role requires in-depth knowledge of troubleshooting computers, printers, and networks.
This role will provide candidates with the opportunity to continue growing their technical knowledge and skills, while also contributing to the success of Rocketship students.
This is an on-site position with an expectation that this person will spend 8 hours a day on school sites within their assigned portfolio.

Responsibilities

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.
Monitor Jira regularly to address and resolve reported technical incidents; document and update all helpdesk tickets within the Jira service management system
Perform initial assessment, diagnosis, and repair of staff devices, including Chromebooks, laptops, iPads, and other IT equipment.
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
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.)
Maintain a clean and organized server room environment.
Perform spot checks of the wireless network, documenting and troubleshooting issues such as weak signals, interference, or connection problems.
Document any issues and report them to the campus' Business Operations Manager for resolution.

Requirements

Has experience configuring from scratch a critical technology system (including Google Workspace, content filtering, asset management, telecommunications, etc) for a large organization (1000+ employees)
Enthusiasm for working in a fast-paced, dynamic, and ever-changing environment -- with the ability to navigate occasional ambiguity
asset tag and make changes as required
Verify receipt of technology purchases; asset tag and make changes as required
Install and/or troubleshoot applications as required
Dispose of or repurpose old hardware as required, including using approved E-Waste vendors
At least 15 months of full time and verifiable hands-on technical support experience and has shown a track record of successfully supporting over 1000+ devices daily
Has direct hands-on experience installing multiple enterprise network equipment, including firewalls, switches, wireless access points, backup batteries, and environmental monitoring from the ground up with little or no supervision
Can independently troubleshoot and successfully resolve all basic and common moderate technical issues without any additional support or guidance
Deep commitment to Rocketship's mission, and desire to have an impact in an innovative and high-performing organization. Passion for unleashing potential in all students is a core part of our culture, and a critical value of successful "Rocketeers" across all roles!
Commitment to being a team player, willing to ask for (and provide!) help
Willingness to "roll up your sleeves" and get work done on school sites
Problem-solving mindset
Willingness and excitement to learn and grow, both in your technical skills and more broadly. Willingness to both accept and give critical feedback.
Strong listening skills, and enjoyment of collaboration with teammates with diverse opinions and backgrounds
Willingness to help improve the team, our systems, and our processes

Compensation

$28.00 - $32.50/hour
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

Company info

Rocketship Public Schools complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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This listing is sourced directly from Rocketship Public Schools's careers page and normalized into a canonical job model.