Desktop Support
: Job Details :

Description 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 to 30 pounds to shoulder height
• Repetitive use of hands (i.e. fine manipulation, simple grasping, and power grasping)
• Demonstrate normal depth perception
• Sitting, walking or standing for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, operate standard office equipment, and use a telephone
• See and read a computer screen and printed matter with or without vision aids
• Hear and understand speech at normal levels and on the telephone with or without auditory aides

• Work authorization requirements:

• Clear the Department of Justice background screening
• Authorized to work in the United States
• Provide health (TB) clearance (most update every four years)

WORK ENVIRONMENT The work environment characteristics are representative of those in a normal office, classroom/school setting which one might encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Aspire Public Schools has implemented a Remote Work policy, limiting on-site office availability. Therefore, employees must have the ability to work remotely regularly. This position may also require periodic travel to school sites in order to interact with school leaders.

• Work indoors in a standard office environment, computer lab, and/or classroom environment
• Work is performed in indoor and outdoor environments
• Exposure to dust, oils, and cleaning chemicals
• Some exposure to childhood and other diseases in a school environment
• May be required to work outside of typical work days and office hours to meet operational deadlines

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