We are hiring an IT Associate technology support position based in our Bay Area region, reporting to our Director of Technology Solutions. The right candidates will be excited to be immersed in a continuous cycle of learning while supporting the technology tools and systems of multiple schools. The IT Associate will manage their time in order to successfully and independently perform basic-to-moderate level support for technologies such as Windows laptops, MacBooks, iPads, Chromebooks, projectors, TVs, and printers. They will also perform basic-to-moderate technical installation, configuration, and maintenance, including for network infrastructure. This role requires prior experience working in IT support, including with computers, networks, and other devices. This role will provide an opportunity to continue growing technical knowledge and skills, while also contributing to the success of Rocketship students.
Responsibilities
- Below are a list of responsibilities related to the role.
Respond to and resolve IT tickets entered by staff, and document steps taken in Rocketship’s ticketing system
- Serve as the primary initial point person for technology issues at 3-5 assigned schools and also for Network Support Team staff. This typically includes ~200-400 staff members
- Provide support for other schools and staff across the Rocketship network as assigned
- Serve on school sites every day
- Diligently follow up on and work to resolve open helpdesk tickets, independently resolving most and escalating to other members of the technology solutions team as needed
- Serve as an escalation point to support other team members in resolving their technical issues
- Document and update all helpdesk tickets within the Jira service management system
- Troubleshoot reported issues with Windows devices, Macbook, Chromebooks, iPads, TVs, printers, and other technology, including network/infrastructure equipment
- Perform moderate network troubleshooting in partnership with the network administrator
- Manage time and prioritize tasks without close oversight in order to ensure efficient and effective resolution of a variety of IT issues
Perform basic-to-moderate level regular preventative and monitoring work
- Complete the technical “to do” checklist during each onsite visit, including routine technical and maintenance tasks
- Update and patch computers as needed
- Back up data as requested
- Regularly test and document the wireless signal in the building
- Document wireless access point placements in your schools
- Perform other preventative and monitoring work as needed
Support technology lifecycle, including inventory, setup, management, use, and disposal
- Verify receipt of technology purchases; asset tag and make changes as required
- Image or set up laptops, Chromebooks, and peripherals as assigned
- Configure hardware to connect to our wireless network and printers
- Reimage and/or reinstall operating systems for laptops and Chromebooks
- Upgrade approved hardware as required (memory, hard drives, etc.)
- Install and/or troubleshoot Rocketship applications as required
- Document and maintain an inventory of technology at your assigned schools, reporting to your manager on a quarterly or semi-annual basis as requested
- Assess and repair broken school technology equipment. This will often include documenting issues and managing shipments to/from repair or warranty locations
- Support configuration of dependencies between technology and facilities or operations systems such as HVAC, solar panels, and door access controllers
- Dispose of or repurpose old hardware as required, including using approved E-Waste vendors
- Support technology-enabled assessment administration
- Support other technology setup and use on campus
Apply technology expertise to systems, security, and/or network-focused work, both locally and Rocketship-wide
- Serve as a systems administrator for one or more assigned systems, which could include Google Apps, Jamf, Jira, Crowdstrike, Zoom, and/or OKTA. Make systems changes and improvements within the scope of the system’s built-in functionality, troubleshoot systems issues, and support integration with other systems.
- Support systems rollouts as assigned, including taking on leadership of the execution within your region
- Collaborate with functional network support teams (e.g. Personalized Learning, Assessment) to troubleshoot and resolve issues related to hardware or software
- Contribute to knowledge management initiatives, including staff tech self-service
- Provide recommendations for technology system improvements, grounded in data and informed by input from a variety of stakeholders
- Partner with the network administrator on testing the network and replacing network hardware equipment when needed
- Collaborate with the Technology Solutions team to support tech initiatives across the network as needed.
- Support on non-technical projects as needed
Provide timely communication, excellent customer service, and positive engagement with staff in a variety of roles -- including across the broader Rocketship network
- Deliver superior customer service and build relationships with your schools and all others supported
- Provide timely respond to tickets (i.e. within 1 day of submission, and follow up every 3 business days)
- Participate in regular check-ins with manager and other teammates as required, reporting out and thought partnering on support issues seen in the region and other topics
- Seek -- and provide -- technology guidance and thought partnership from the Director of Tech Solutions and other team members
- Participate in regular staff meetings and other regional/national Rocketship meetings
- Provide technical support to other Rocketship schools and regions as needed
- Learn on the job and apply that knowledge in your daily work
- Serve as a connection point between your local regional team’s technical-related initiatives and our national Technology Solutions team
- Collaborate with and support other team members (including tech solutions teammates) with their requests and initiatives as required
- Participate in onboarding and building skills in IT Technicians, including building team culture
Technical Qualifications
- Two years or more work experience troubleshooting and resolving diverse technical issues related to hardware, systems, and networks -- ideally including printers, wireless access points, ipads, video conference technology, MacBooks, Windows, Chromebooks, cloud servers, and more
- Ability to independently troubleshoot hardware and software issues
- Ability to identify root causes of network issues and potential solutions
- Experience configuring, repairing, and administering technology tools
- Track record of being able to research potential causes of unexplained technical issues and find a successful path to resolution
- Experience serving as a systems administrator for Google Apps or other software systems, including optimizing systems configurations
- Ability to write scripts to automate processes
- Comfort and effectiveness working in a non-GUI environment
Other Qualifications
- Deep commitment to Rocketship’s mission, and desire to have an impact in an innovative and high-performing organization. Passion for unleashing potential in all students is a core part of our culture, and a critical value of successful “Rocketeers” across all roles!
- Ability to independently manage time and prioritize in order to efficiently and effectively address a variety of support tickets as well as other priorities in any given day/week
- Commitment to being a team player, willing to ask for (and provide!) help
- Willingness to “roll up your sleeves” and get work done on school sites
- Enthusiasm for working in a fast-paced, dynamic, and ever-changing environment -- with the ability to navigate occasional ambiguity
- Problem-solving mindset
- Willingness and excitement to learn and grow, both in your technical skills and more broadly. Willingness to both accept and give critical feedback.
- Strong listening skills, and enjoyment of collaboration with teammates with diverse opinions and backgrounds
- Willingness to help improve the team, our systems, and our processes
- Ability to travel to your assigned schools in your region, and occasionally to other regions
- Ability to communicate effectively in person, via videoconference, and via email
- Knowledge-sharing mindset to support the successes of others
Work Location
- Bay Area, California -- This person will be working primarily in San Jose schools and, once a week, travel to Antioch/Concord.
Compensation:Commensurate with qualifications and experience, plus excellent health and wellness benefits, 403b retirement plan, flexible spending account (FSA), and generous paid time off.
Rocketship Public Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Rocketship Public Schools complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Rocketship Public Schools expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Rocketship Public Schools’ employees to perform their expected job duties is absolutely not tolerated. Click here for our Sexual Harassment Policy. For questions, concerns, or complaints, please contact Human Resources.