Senior IT Support Technician

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.

As we are expanding our technical support team, we are looking to hire an experienced Senior IT Support Technician. 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 Senior IT Support Technician will perform routine  day-to-day support for technologies such as Windows laptops, MacBooks, iPads, Chromebooks, projectors, TVs, and printers. This role requires more 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.

• 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 2-4 assigned schools and possibly also for Network Support Team staff. This typically includes  ~150-200 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 in depth network troubleshooting in partnership with the network administrator

• Perform routine regular preventative and monitoring work:
• Complete the technical “to do” checklist during each onsite visit, including routine technical and maintenance tasks
• Update and patch computers as needed
• Back up data as requested
• Regularly test and document wireless signal in the building
• Document wireless access point placements in your schools
• Perform 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 required
• Image or set up, and also deploy, laptops, Chromebooks, and peripherals as assigned
• Configure hardware to connect to our wireless network and printers
• Reimage and/or reinstall operating systems for laptops and Chromebooks
• Install and/or troubleshoot Rocketship applications as required
• Document and maintain an inventory of technology at your assigned schools, reporting to your manager on a quarterly or semi-annual basis as requested
• Assess and repair broken school technology equipment. This will often include documenting issues and managing shipments to/from repair or warranty locations
• Dispose of or repurpose old hardware as required, including using approved E-Waste vendors
• Support technology-enabled assessment administration
• Support 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 work
• Assist the IT Associates or management with specific tasks related to testing the network and replacing network hardware equipment when needed
• Collaborate with the Technology Solutions team to support specific tasks involved in tech initiatives across the network as needed
• Support 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 supported
• Provide timely response 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 job
• Participate in regular staff meetings and other regional/national Rocketship meetings
• Provide technical support to other Rocketship schools and regions as needed
• Learn on the job and apply that knowledge in your daily work
• Use allocated time to learn and build your technical knowledge and skills through both in-person and online technical professional development trainings

• 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
• Experienced configuring from scratch an organization wide and critical technology system (including Google Workspace, content filtering, asset management, telecommunications, etc) that supports or indirectly supports the direct needs of over 1000+ staff
• Has direct hands on experience with 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
• Is able to support independently on both their daily technical support duties and is able to concurrently work on additional stretch projects with guidance and supervision
• Can independently troubleshoot and successfully resolve all basic and common moderate technical issues without any additional support or guidance
• Demonstrate they can administer common repetitive tasks without errors  in a larger system successfully under supervised 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
• 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.

Compensation:

Commensurate with qualifications and experience, plus excellent health and wellness 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.  For questions, concerns, or complaints, please contact Human Resources.