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IT Support Technician

Company: Rocketship Education
Location: San Jose
Posted on: June 8, 2021

Job Description:

At Rocketship Public Schools, we believe in the infinite possibility of human potential. We believe that every student deserves the right to dream, to discover, and to develop their unique potential. And it is our responsibility and our privilege to unleash the potential inside every Rocketeer we serve. Our non-profit network of public elementary charter schools propels student achievement, develops exceptional educators, and partners with parents who enable high-quality public schools to thrive in their community. We are a collective of parents, teachers, leaders, and students working together to transform the future for underserved communities across our country. At Rocketship Public Schools, we are unleashing potential.

The Position

As we are expanding our technical support team, we are looking to hire several junior-level IT Support Technicians based in our California and Wisconsin regions. The right candidates will be excited to be immersed in a continuous cycle of learning while supporting the technology tools and systems of multiple schools. Under daily supervision, and with clear structures and protocols in place, the IT Support Technician will perform basic day-to-day support for technologies such as Windows laptops, MacBooks, iPads, Chromebooks, projectors, TVs, and printers. This role requires some basic knowledge of troubleshooting computers, printers, and networks. This role will provide entry-level candidates with the opportunity to grow their technical knowledge and skills, while also contributing to the success of Rocketship students.

Essential Functions:

  • Respond to and resolve IT tickets entered by staff, and document steps taken in Rocketship's ticketing system
  • Serve as the primary initial point person for technology issues at 2-3 assigned schools and possibly also for Network Support Team staff. This typically includes ~100-200 staff members.
  • Provide support for other schools and staff across the Rocketship network as assigned
  • Serve on school sites for eight hours per day
  • Diligently follow up on and work to resolve open helpdesk tickets, escalating to other members of the technology solutions team as needed.
  • 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 basic network troubleshooting in partnership with the network administrator

Perform basic regular preventative and monitoring work

Complete the technical "to do" checklist during each onsite visit, including routine technical and maintenance tasksUpdate and patch computers as neededBack up data as requestedRegularly test and document wireless signal in the buildingDocument wireless access point placements in your schoolsPerform other preventative and monitoring work as needed

Support technology lifecycle, including inventory, setup, management, use, and disposal

Verify receipt of technology purchases; asset tag and make changes as requiredImage or set up, and also deploy, laptops, Chromebooks, and peripherals as assignedConfigure hardware to connect to our wireless network and printersReimage and/or reinstall operating systems for laptops and ChromebooksInstall and/or troubleshoot Rocketship applications as requiredDocument and maintain an inventory of technology at your assigned schools, reporting to your manager on a quarterly or semi-annual basis as requestedAssess and repair broken school technology equipment. This will often include documenting issues and managing shipments to/from repair or warranty locationsDispose of or repurpose old hardware as required, including using approved E-Waste vendorsSupport technology-enabled assessment administrationSupport other technology setup and use on campus

Execute on-the-ground tasks required as a component of broader IT projects, both locally and Rocketship-wide

Participate in "stretch projects" to grow your knowledge and skills on topics such as single sign-on system deployment or cybersecurity workAssist the network administrator with specific tasks related to testing the network and replacing network hardware equipment when neededCollaborate with the Technology Solutions team to support specific tasks involved in tech initiatives across the network as neededSupport on non-technical projects as needed

Provide timely communication, excellent customer service, and positive engagement with staff in a variety of roles -- including across the broader Rocketship network

Deliver superior customer service and build relationships with your schools and all others supportedProvide timely respond to tickets (i.e. within 1 day of submission, and follow up every 3 business days)Participate in regular check-ins with manager and other teammates as required, receiving close guidance and direction on the various aspects of the jobParticipate in regular staff meetings and other regional/national Rocketship meetingsProvide technical support to other Rocketship schools and regions as neededLearn on the job and apply that knowledge in your daily workUse allocated time to learn and build your technical knowledge and skills through both in-person and online technical professional development trainings

Technical Qualifications:

  • Six months or more work experience in a job that includes some aspect of troubleshooting and resolving technical issues
  • Ability to apply basic troubleshooting methodology to a problem
  • Focused technical support work experience is a plus though not required (e.g. working as tech intern, helpdesk support technician, or college support tech)

Other Qualifications:

  • 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
  • Enthusiasm for working in a fast-paced, dynamic, and ever-changing environment -- with the ability to navigate occasional ambiguity
  • 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
  • Ability to travel to your assigned schools in your region, and occasionally to other regions
  • Ability to communicate effectively in person, via videoconference, and via email

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with both adults and children. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds and occasionally climb ladders. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is moderate to high.


Commensurate with qualifications and experience, plus excellent health and welfare benefits, 403b retirement plan, flexible spending account (FSA), and generous paid time off.

Rocketship Public Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Rocketship Public Schools complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Rocketship Public Schools expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Rocketship Public Schools' employees to perform their expected job duties is absolutely not tolerated. Click here for our Sexual Harassment Policy and here for our Title IX Policy. For questions, concerns, or complaints, please contact Equity/Discrimination Title IX Compliance Officer, Address: 350 Twin Dolphin Drive, Suite 109, Redwood City, CA 94065. Phone: 877-806-0920 ext. 115.

Keywords: Rocketship Education, San Jose , IT Support Technician, Other , San Jose, California

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