Senior Field Technical Support Analyst, San Francisco Region

KIPP Bay Area Schools - San Francisco, California - Full time

Position Overview

The Field Technical Support Analyst is responsible for providing general IT support for KIPP schools in our San Francisco region. They will primarily be responsible for supporting the staff laptops and student Chromebooks at their assigned schools. The technician will also serve as an active participant on the Regional Tech team, which includes participating in region-wide tech projects as needed.

The Field Technical Support Analyst will report to the Head of IT and will travel between the three of our San Francisco school locations as part of regularly scheduled onsite visits. There will also be occasional travel to the Regional Support Office in Oakland for a few Tech team and Regional Support Office meetings/trainings. Travel outside of their normal work area will be reimbursed.

Responsibilities:

  • Commitment to building and participating in an equitable and inclusive workplace culture, and commitment to furthering equity and justice for KIPP students.
  • Set up technology and accounts for new hires and transfers. Collect and repurpose equipment from the existing staff which includes maintaining accurate records of staff equipment.
  • Troubleshoot and repair broken staff equipment including laptops and Chromebooks and manage in-warranty repair process.
  • Set up new Chromebooks and carts and assist schools with developing/implementing strong Chromebook management procedures
  • Visit schools on a regular schedule to provide general tech support for any technical issues
  • Handle escalations from junior team members; provide ongoing training and mentorship to junior staff
  • Log repairs and provide regular reports to school leadership about their repairs.
  • Troubleshoot broken projectors and document cameras for schools and initiate in-warranty repair process.
  • Collaborate with Technology Business Manager to determine annual computer retiring and purchasing needs.
  • Be an ambassador for the Regional Tech Team while on school campuses: provide friendly, helpful Tech support, and escalate any ongoing issues to the team so that we can work together to resolve.
  • Participate in Technology team strategy & operations; provide input on initiatives to increase efficiency through automation and process improvement
  • Assist with creating/updating technical documentation
  • Assist with (or potentially manage) IT projects such as annual device refreshes, infrastructure upgrades, network expansion, and systems migrations

Qualifications and Characteristics

  • Bachelor’s degree preferred but not required; will also consider years of relevant experience and industry related certifications
  • Reliable transportation and valid driver’s license
  • Minimum 3 years of technical/desktop support experience
  • Experience working with and troubleshooting both Mac and Windows devices
  • Strong troubleshooting skills and proven ability to independently solve problems and manage issues to resolution
  • Networking experience highly desirable but not required
  • Experience with Google Apps and/or administration console a plus
  • Demonstrated customer service mindset; experience providing high-quality end-user support; proven ability to communicate technical issues in non-technical terms
  • Strong organizational skills; ability to keep track of tasks and deliverables
  • Strong written and verbal communication skills
  • Ability to work both independently and part of a team
  • Fast and curious learner
  • Passion for KIPP Bay Area Public Schools mission and a focus on what is best for students
  • Experience in an educational environment a plus

Salary & BenefitsWe offer an excellent benefits package and a competitive salary, dependent on experience and qualifications.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

KIPP Bay Area Schools

KIPP is a non-profit network of 224 college-preparatory, public charter schools across the country educating early childhood, elementary, middle, and high school students. 

Share this job

Find your

Dream job in edtech

EdSurge Connect Beta matches talented educators, technologists, and business leaders with amazing edtech companies.

Get Matched

Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up