Technology Support Specialist

Location
New York, NY, US
Salary
Competitive
Posted
Apr 16, 2019
Ref
1635944
Who we are

New Visions for Public Schools develops and implements scalable approaches to achieving equitable outcomes for students in New York City’s public schools. We currently support nearly 350 public schools that serve over 180,000 students with the goal of improving student outcomes via increased graduation rates and post-secondary readiness among some of the most at-risk and deserving populations in New York.

The Technology Unit is integral to ongoing operations at New Visions, and the Support and Systems Team is a vital part of that, providing direct support to all of our colleagues at the main office, as well as remote support to the New Visions Charter High School network. We believe deeply in the core values and mission of New Visions for Public Schools, and seek to support it by focusing on delivering timely, thoughtful, and proactive solutions. The Support and Systems team works closely with all members of our unit, and engages our New Visions colleagues to address technology needs, affect improvements and repairs, and act as thought partners with the rest of the organization.

We are looking for a Technology Support Specialist who is enthusiastic about providing support, curious about opportunities to improve existing systems, and energized by working within a team which values transparency, integrity, and effort. You’ll need to be able to wear many hats but your key role is to act as the primary point of contact for the New Visions service desk, responding to tickets with the goal of providing timely, thoughtful support to our colleagues, as well as escalating tickets within our team as necessary. This role is a major touchpoint between our team and the rest of New Visions, and as such it’s critical that it be approached with a keen eye for detail, enthusiasm, and empathy.

Who you are
  • You are genuinely enthusiastic about serving and supporting your colleagues, whose work makes a tangible impact on the outcomes and opportunities of young people.
  • You are empathic and team-oriented, recognizing that we are stronger as a team than we are as individuals, both at the unit level and an organization as a whole.
  • You are a skilled communicator, both written and verbal, comfortable interacting with a wide variety of colleagues with differing skill-sets, levels of experience, and priorities.
  • You are a curious, resourceful, and energetic problem solver, who get satisfaction from following work through to its completion across multiple tickets simultaneously.
  • You are organized and detail-oriented, ready to take a methodical, well-documented approach to providing support by quickly prioritizing and correcting problems, as well as eager to help innovate on those methods.
  • You are driven to excel in your role and as a member of the team, and as such are comfortable working both individually and with others towards the goal of providing excellent support for our colleagues.
  • You are a continual learner, eager to continuously expand your skill set and knowledge base.

What you’ll do
  • Provide both direct and remote Service Desk support to our colleagues at New Visions and the New Visions Charter High School network
    • Act as a first point of contact on all incoming requests for support
    • Conduct essential information-gathering necessary to action/troubleshoot tickets, and maintain detailed documentation on all steps of the support process
    • Provide timely hardware/software support, including installations, troubleshooting, repair, and upgrades
    • Coordinate with school-based techs in order to support our colleagues across our network of Charter Schools
    • Coordinate and escalate service tickets to other members of the New Visions Technology team as necessary
  • Facilitate the New Visions onboarding experience
    • Create and manage accounts for incoming New Visions and New Visions Charter staff
    • Prepare and deliver devices/hardware for New Visions staff
    • Conduct New Hire orientation for New Visions staff, including getting them acclimated to our technology environment and answering technology questions they might have
  • Assist in maintaining the New Visions technology infrastructure
    • Facilitate timely repairs & upgrades to user-facing hardware and software
    • Coordinate with vendors
    • Provide both proactive and as-needed support for conference spaces and events, including assisting New Visions guests as needed
  • Collaborate with other Technology Unit colleagues
    • Participate in the use, review, and refinement of Technology Unit documentation to increase our team and organization’s knowledge base
    • Assist in inventory management, including the tracking of hardware and software across the organization
    • Organize, facilitate, and participate in regular trainings for New Visions and New Visions Charter High School staff

Required Skill Sets and Qualities
  • Associate’s degree and two years desktop support or service desk experience
  • Strong hardware/software troubleshooting skills with proficient knowledge of hardware components, Windows and Mac Operating systems
  • Experience using and managing a service desk ticketing system (creating, documenting, closing, etc.), Zendesk preferred
  • Enthusiastic, positive, and eager to engage in providing fantastic support to our team and colleagues

Preferred Skill Sets
  • Experience with ITIL® or other Service Management frameworks
  • Experience with Chrome OS, G Suite, and Google Apps
  • Experience with remote desktop management systems, such as Teamviewer

New Visions for Public Schools is an equal opportunity employer.

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