Technician, IT Support Services

Company Description

About KIPP Texas Public Schools

KIPP Texas Public Schools is a free, public charter school network with more than 45 Pre-K - 12 schools across Austin, Dallas-Fort Worth, Houston, and San Antonio. With over 30 years in Texas, we work together with our families and communities to prepare students for college, career, and beyond! Our schools provide a high-quality, well-rounded education built on academic success and personal growth, where all students learn and thrive in a productive, safe, and joyful way!

As one of the earliest charter networks in Texas—founded in Houston in 1994 and operating as KIPP Texas since 2018—we hire dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in academic success and joy. If you are passionate about joining a mission-driven community that wants every child to "run to school," the KIPP Texas Team and Family is for you!

KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.

Job Description

The Technician, IT Support Services reports to the Manager, IT Support Services and provides Tier 1 technical support across school and administrative locations. This role delivers remote and deskside support to teachers and staff, maintains device and asset readiness, and ensures service is delivered in accordance with established standards and Service Level Agreements (SLAs).

ROLE RESPONSIBILITIES: 

Technical Support & Troubleshooting

• Provides Tier 1 desktop support by diagnosing, troubleshooting, and resolving issues with Windows, iOS, and Chrome OS devices.

• Supports additional technology including printers, projectors, cellular phones, and classroom equipment

• Installs and troubleshoots software, including client, cloud, and network-based applications

• Resolves IT issues, service requests, and incidents within established parameters and SLAs

• Provides timely status updates to users on open requests and incidents

Device Readiness & Asset Management 

• Prepares and delivers new hardware to employees and classrooms, including imaging, application configuration, asset tagging, and initial end-user training

• Completes asset audits and maintains accurate inventory records

Ticketing & Service Delivery Standards

• Uses the ticketing system to receive, prioritize, and respond to support requests

• Meets department standards for tickets per day, total tickets resolved, resolution time, and customer satisfaction

• Adheres to IT standards, SLAs, Key Performance Indicators (KPIs), and documentation requirements

• Contributes to the knowledge base by documenting procedures, policies, and support solutions

Qualifications

Qualifications

• High School Diploma or GED required.

• Technical certifications such as A+, Network+, Cisco Certifications, Microsoft Certifications, ITIL, or CompTIA are preferred.

• An Associate's degree in Electronics, Computer Science, or related field is a plus.

Skills

• Strong troubleshooting and problem-solving skills for Tier 1 technical service requests.

• Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical stakeholders.

• Ability to perform effectively in a dynamic and complex operating environment.

• Strong organizational skills with the ability to manage multiple priorities and assignments.

• Familiarity with desktop operating systems including Windows, Mac, and Chrome OS.

• Experience with Active Directory, Google Admin Console, mobile device management platforms, and asset management systems.

• Ability to produce clear written documentation and instructional materials.

• Team-oriented mindset with a strong customer service approach.

• Detail-oriented with a focus on meeting service expectations.

• Alignment with KIPP Texas's mission and core values.

Additional Information

What We Bring to the Table:
● Comprehensive medical, dental, and vision plans with coverage options for employees and their families.
● Competitive vacation and flexible paid time off (PTO) policies.
● Paid family leave.
● Flexible spending account or high-yield HSA.
● Employee assistance programs.
● KIPP also offers the following employee-paid benefits: legal plans, LifeLock identity protection, life insurance and disability insurance.

EEO:
KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation, or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures, providing
documents in an alternate format, using a sign language interpreter, or using specialized equipment.