IT Technician I (Campus)

Legacy Traditional Schools • Phoenix, AZ

5d

About The Position

The primary responsibility of the IT Support Technician I is to provide technical support to the employees and faculty at Legacy Traditional Schools. This position will assist in maintaining, upgrading, troubleshooting, and repairing all IT-related equipment, software, and edtech applications and will be the main point of contact on campus for IT Support. These duties will be performed under the guidance of the IT Operations Manager. Legacy Traditional Schools IT Support: Be the main point of contact for IT tickets submitted by LTS Employees. Assist in the remote and on-site resolution of all IT tickets. Triage and assign unassigned tickets throughout the day as needed to maintain SLA goals. Perform routine inventory checks at campuses throughout the year. Assist with device deployment at new campuses, AV issue resolution, and device/peripheral deployments and refresh efforts. Support and maintain conference room and stage AV. Provide IT support to multiple campuses during the day or week, up to and including traveling 25 miles between campuses. Identify recurring issues and work with Level II Support Technicians to develop and create knowledge base articles as needed for end users to follow (e.g., how to map a printer). Identity and access management (account provisioning) functions within the Student Information Systems (SIS). Perform support and maintain Clever ed tech apps as needed. Assist with Device Refreshes, monitor upgrades, peripheral upgrades, etc. Conduct and coordinate IT-related activities with vendors.

Requirements

• An associate's Degree or three years of progressive IT work experience instead of the education requirement.
• 2+ years of experience with the configuration and setup of end-user devices (Workstations, MFP Printers, Mobile Devices, etc.).
• Experience working in an ITSM ticketing system.
• Experience with Active Directory, Windows 10, ChromeOS, Google Workspace.
• Strong PC support knowledge, including an understanding of computer operating systems, network connectivity, and devices (desktops, laptops, tablets, printers, etc.).
• Delivers exceptional service: Positively and professionally works with and assists all staffing levels across the organization, prioritizing customer experiences with IT.
• Has an innovative mind: Offers specialized expertise in IT support demands for the business and education industries.
• Drives results: Embodies a quality, speed-to-resolution & results-focused approach to supporting IT users.
• Communicates effectively: Leverages strong verbal and written skills to create effective transmission of information between technicians, leaders, IT management, and customers.
• Builds trust: Work with a strong sense of character and a value for interpersonal partnerships, leading to excellent customer service.
• Manages ambiguity: Confer with essential personnel to resolve conflicts, prioritize needs, escalate problems, collaborate with other IT team members, and choose solutions.
• The incumbent in this position will be required to pass a criminal history background check
• This position requires the need to lift objects (up to 50 pounds) on occasion.
• This position may require sitting for long periods at times, talking on the phone, standing, kneeling, stooping and long periods of concentration.

Nice To Haves

• Mobile device platforms (iOS and Android), hardware, and device management (MDM).
• A/V equipment (projectors, displays).
• Collaborative work tools including Slack, Google Meet, and Microsoft Teams.
• VoIP telephone systems, paging systems, and scrolling billboards.
• Microsoft Office Suite/O365.
• ITIL or HDI Certifications (highly desirable)
• CompTIA A+ or equivalent Certification (desirable).
• CompTIA Network+ or equivalent Certification (desirable).

Responsibilities

• Be the main point of contact for IT tickets submitted by LTS Employees.
• Assist in the remote and on-site resolution of all IT tickets.
• Triage and assign unassigned tickets throughout the day as needed to maintain SLA goals.
• Perform routine inventory checks at campuses throughout the year.
• Assist with device deployment at new campuses, AV issue resolution, and device/peripheral deployments and refresh efforts.
• Support and maintain conference room and stage AV.
• Provide IT support to multiple campuses during the day or week, up to and including traveling 25 miles between campuses.
• Identify recurring issues and work with Level II Support Technicians to develop and create knowledge base articles as needed for end users to follow (e.g., how to map a printer).
• Identity and access management (account provisioning) functions within the Student Information Systems (SIS).
• Perform support and maintain Clever ed tech apps as needed.
• Assist with Device Refreshes, monitor upgrades, peripheral upgrades, etc.
• Conduct and coordinate IT-related activities with vendors.

Benefits

• Enjoy industry-leading pay, rewards, referral bonuses and paid time-off.
• Care for your health and your family with comprehensive medical, dental, and vision benefits, discounted onsite childcare and student enrollment priority.
• Invest in your future with retirement plans and enhance your growth with promotion opportunities, training, mentoring, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees