Interim Desktop Support

ABOUT ASPIRE

Aspire Public Schools operates a network of high-performing, college preparatory charter schools serving TK-12 scholars in communities across California. Founded in 1998-in an effort to transform the inequitable racial, social, and gender outcomes that our communities persist through-Aspire is one of the largest and most forward-thinking open-enrollment public charter school systems in the nation.

Our purpose is to prepare our scholars for success in college, career, and life. At Aspire, we set a foundation for our scholars to gain knowledge, skills, and power to access and make choices for their families and post-secondary lives. Every day, our community of students, families, teachers and staff comes together to learn, work, and play in an environment grounded in our values of Bienestar (Well-Being), Culture of Belonging, Community Partnership, Agency & Self-Determination, and Joy.

JOB SUMMARY

Desktop Support supports the technology needs of Aspire teachers and school staff. Desktop Support will be expected to troubleshoot and resolve technology support tickets both on-site and remotely as well as prepare, deploy and maintain systems.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

* Perform remote and on-site analysis, diagnosis, and resolution of desktop tickets for end-users.

* Provide high quality technology support and customer service to school and regional staff

* Provide prompt and detailed updates to tickets documenting progress and work completed

* Prioritize and effectively manage ticket queue to meet SLA's

* Prepare and deploy new systems for end-users and students; troubleshoot staff and student laptops and related hardware and software

* Upgrade and reimage existing systems and transition users to new laptops

* Help manage school technology infrastructure by implementing good lab, classroom, and server room management practices

* Assist Manager with regional technology projects

* Work with system and network administrators to support efficient operation of school technology infrastructure

* Work with technology procurement team to recommend technology solutions to teachers and principals

* Build and maintain positive relationships and customer service experiences with school and regional staff

* Perform other duties as necessary to support Technology Operations at Aspire

Additional:

* Demonstrate knowledge of, and support, the Aspire Public Schools mission, vision, value statements including antiracism, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior

* Perform other related duties as required and assigned.

QUALIFICATIONS

* Competencies:

* Excellent technical knowledge of Microsoft Windows, Office and PC laptop components; working technical knowledge of Microsoft Server Products and Microsoft Active Directory; working technical knowledge of MacOS and iOS a plus

* Able to troubleshoot and resolve basic desktop support issues with limited supervision;
Effective in diagnosing more complex desktop problems

* Able to troubleshoot hardware and software problems on a wide range of school technology including: PC and Mac laptops, Chromebooks, PC desktops, projectors, printers, document cameras, smartboards, iPads, Apple TV's, phone systems, etc.

* Fast learner and effective in problem-solving unfamiliar technology

* Works well independently and as part of a team;
Able to effectively prioritize and multitask

* Strong customer-service orientation and ability to provide excellent service to all customers; enjoys supporting teachers and understands the support needs of a school environment

* Willingness and ability to travel by car to school sites

* Willingness and ability to work flexible hours (nights and weekends) when necessary

* Minimum educational level:

* Bachelor's degree or equivalent work experience

* Experience required:

* 1-2 years relevant technology support experience; support within an educational environment a plus

* Physical requirements:

* Stand, walk or bend over, kneel, crouch, reach overhead, grasp, push, and pull. Move, lift and/or carry up…