Description
Position at IDEA Public Schools

IDEA Public Schools :

At IDEA Public Schools, we believe in college for ALL and we are committed to ensuring that each and every one of our students graduates from college. IDEA Public Schools has grown from a small school to the fastest-growing network of tuition-free Pre-K-12 public charter schools in the United States sending 100% of our students to college. 58% of our students graduate from college in 6 years - that's 8 times the national rate for students in our communities!

IDEA was founded in 2001 as a single school with 150 students in the Rio Grande Valley. When interest exceeded building capacity, to meet the demands, IDEA co-founders committed to serving more students in the Rio Grande Valley of Texas and beyond. Under their continued leadership, today, we serve tens of thousands of students across Texas and Louisiana. By 2022, IDEA will serve 100,000 students in communities across the country. Be on the lookout for IDEA schools opening near you in the coming months-our upcoming schools will be in Tarrant County (Fort Worth/Arlington), New Orleans, Houston (2020), Permian Basin (2021), and Tampa Bay (2021)!

When you choose to work at IDEA, you aren't just an employee. You are a part of our IDEA Team and Family. You will work alongside team members who set and reach ambitious goals every day, are excited to continue to grow with IDEA, and work relentlessly to make college for all a reality.

To learn a bit more about IDEA, check out this video .



Role Mission: The C ampus Computer Technician facilitates Te chnology Operations requests and initiatives at their 2-3 assigned locations. They act as technology liaison from the Technology Operations department to the campus staff by providing technical support and expertise on site. The focus of this role is on the support and maintenance of technology equipment, assist ance with campus issues , and work on district technology projects and campus initiatives including training, registration, lab setups, inventory and staff computer deployment . Campus Technicians offer expertise, solutions, and technology advice to campus partners , and work hand in hand with Assistant Principals of Operations (APO) to support instruction through highly-functional campus technology.

Accountabilities:

95% of HelpDesk tickets are completed within 48 hours, with 40% complete d remotely

• Work with and report to APO on campus technology requests.
• Communicate with all clients within 24 hours about repairs
• Partner with Helpdesk manager on reporting to identify and track goals and trends.
• Complete standard tickets within 48 hours and follow up with customers.

• Encourage customers to request support through proper channels, e.g. Helpdesk tickets or Helpdesk phone line
• Offer technology quotes and solutions for assigned campuses

2.90% customer satisfaction on Zendesk tickets (surveys)

• Ensure every ticket completed is bookended with communication with customer

• Educate end users after a job is complete to further knowledge and best practices
• Check back with customer to ensure reliability after service

3.100% of schools are safe and operational one week before First Day of School ( FDO )

• Outline and schedule major tasks and milestones to track progress at each site

• Coordinate with campus and central office stakeholders to ensure all dependencies are managed to proper execution
• Escalate major and minor risks to relevant actors

4. Proficient rating on Information Security & Data Privacy Rubric by January 1 st and through the Last Day of School ( LDO )

• Lead Information Security and Privacy practices at assigned campuses

• Build a strong security culture at each campus through risk management, presenting and informing trainings , and deterrence
• Practice and share best practice around proper use of technology
• Initiate incidence reporting with campus leadership and H eadquarters (HQ) personnel to manage all security breaches

5. 100% of Campus Operating Projects completed on time based on Campus Playbook

• Work with HQ and APOs to develop and communicate plans and statuses on monthly HQ projects including i nventory, cleanups, setups, maintenance, computer pickup and Beginning of Year (BOY)
• Manage time between tasks and projects and collaborate with APOs, Key Stake Holders and Regional Lead Tech.

6. Live Values of IDEA

• Believes and is committed to our mission: Belief that all students are capable of getting to and through college

• Is driven by outcomes and results, and wants to be held accountable for them
• Has a propensity for action, and is willing to make mistakes by doing in order to learn and improvequickly
• Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
• Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
• Works through silos and forges strong cross-departmental relationshipsin order toachieve outcomes

• Embodies IDEA's core values

Staffing Level: IDEA Public Schools has one Campus T echnician for every 2-3 campuses, calculated by adding one technician by region for every 1200 additional devices (computers and tablets).

Competencies:

• Mission Focus - focuses on IDEA's core purpose of getting all students into and through college

• Record of Results - holds high expectations for self and others to achieve and surpass intended goals
• Problem Solving - able to synthesize, analyze, and prioritize data and opportunities to develop strategies for achieving quantifiable goals
• Communication - effectively conveys information using a variety of channels and techniques
• Continuous Improvement - proactively identifies opportunities to improve and consistently reflects on past actions to guide future decisions

Qualifications:

• Education: Associate degree required, Bachelor's degree in computer science or information systems preferred
• Experience: Two years of technical support experience
• Preferred Certifications: DELL, CompTIA A+ , N+

Knowledge and Skills:

• Knowledge of computer hardware and software applications
• Ability to analyze and resolve computer hardware and software problems
• Knowledge of technologies available for use in instructional setting
• Ability to repair computer and technology equipment

• Strong organizational, communication, and interpersonal skills
• Customer service oriented

Compensation:

• Salary for this role typically falls between $16/hr and $20/hr commensurate with relevant experience and qualifications.

IDEA Public Schools does not discriminate on the basis of race, color, national origin, age, sex or disability, in admission or access to, or treatment of employment in its programs and activities. Any person having inquiries concerning the organization's compliance with the regulations implementing Title VI of Civil Rights Act of 1964 (Title VI), Section 504 of the Rehabilitation Act of 1973 (Section 504), or Title II of the Americans with Disabilities Act of 1990 (ADA), may contact IDEA Human Resources at (956) 377-8000.