Description

Role Mission: The Help Desk Clerk will deliver tier 1 help desk support for the Information Technology team. This includes basic support and troubleshooting on Information Technology products. This includes but is not limited to investigating, responding, escalating, and monitoring, inquiries related to:

• All internal and cloud-hosted applications administered by Information Technology
• IDEA’s intranet portal
• IDEA’s organizational business intelligence tools (dashboards and reporting)

The Help Desk Clerk role requires excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.

This position will also provide strategic recommendations and insight on the direction and structure IDEA’s Information Technology operations and strategy from an application support standpoint. This position requires the ability and desire to work and communicate well in a dynamic team environment as well as a high level of dependability and self-sufficiency.

What We Offer

Compensation:

• Compensation for this role is set at an hourly rate ranging between $18.49 for 0 years of experience and $23.11
• This role is also eligible for a performance bonus based on team performance and goal attainment.

Other Benefits:

We offer a comprehensive benefits plan, covering the majority of the employee premium for the base medical plan and subsidizing the majority of costs for a spouse/domestic partner and children. Some of the special benefits we offer at IDEA include:

• Paid Family Leave: Eligible staff may receive up to 8 weeks of paid leave for the birth or adoption of a child, based on their tenure with the organization and caregiver designation.
• Tuition Reimbursement: Staff members may apply for up to 50% of tuition paid toward a qualifying degree program, up to $5,250 maximum per year subject to manager discretion and budget availability.
• Employer-Paid Mental/Behavioral Health: 5 face-to-face counseling sessions within a year, unlimited 24/7 telephonic counseling, and other work-life services available at no cost.

Other benefits include dental and vision plans, disability, life insurance, parenting benefits, generous vacation time, referral bonuses and professional development. IDEA may offer a relocation allowance to defray the cost of moving for this role, if applicable.

What You Bring - Competencies:

Qualifications:

• Education: HS/GED Required, Associate’s Peferred
• Experience:
  • 1-2 years of proven working experience in providing Help Desk support
  • Proficiency in English (Bilingual Preferred)
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer Service Orientation

Knowledge and Skills (Required)

• Familiar with task tracking systems (e.g. Wrike, Zendesk)
• Familiar with Microsoft Toolset (Teams, Sharepoint, PowerBI, OneDrive, etc)

Competencies:

• Achievement Oriented
• Adaptable
• Analytical Thinking
• Attention to Detail
• Client Focus
• Continuous Learning
• Corporate Social Responsibility
• Critical Judgment
• Information Gathering and Processing
• Initiative
• Planning and Organizing
• Problem Solving
• Quality Focus
• Resilience
• Self-Awareness
• Teamwork

Information Technology Competencies:

• IT Support Troubleshooting
• Processes, Methodologies, and Tools
• Systems Design Concepts and Principals

What You’ll Do – Accountabilities:

Ensure compliance with IDEA’s Help Desk Service Level Agreement

• 95% Data Services team tickets responded to within 24 hours
• 95% Data Services team tickets resolved within 48 hours
• Manage time effectively to ensure compliance with various service level agreement

Maintain 95% Average customer service satisfaction across all applications and services

• Maintain a high degree of customer service in all interactions
• Own the customer experience from beginning to end of each interaction
• Manage team execution to ensure timely follow up on escalated tickets, and high satisfaction

Design and grow our Help Desk Knowledge Bank

• Identify trends in support tickets received and design self help guides to enhance user
• Ability to find support without engaging support
• Develop Top 10 Help Desk Articles for each Application and Service
• Support Application Managers to identify and create on-demand trainings to support end user adoption of Applications
• Reduce support tickets for identified knowledge bank issues by xx% year over year.

Effectively route and escalate support tickets to Tier 2 and Tier 3 support as necessary

• Effectively differentiate between Tier 1, Tier 2, and Tier 3 support tickets
• Provide base response and support to quickly determine appropriate escalation of support ticket

We look for Team and Family who embody the following values and characteristics:

• Believes and is committed to our mission and being an agent of change: that all students are capable of getting to and through college
• Has demonstrated effective outcomes and results, and wants to be held accountable for them
• Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
• Works with urgency and purpose to drive student outcomes
• Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
• Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
• Works through silos and forges strong cross-departmental relationships in order to achieve outcomes
• We believe in education as a profession and hold ourselves to high level of conduct, professionalism and behaviors as models for our colleagues and students

About IDEA Public Schools

At IDEA Public Schools, we believe each and every child can go to college. Since 2000, IDEA Public Schools has grown from a small school with 150 students to a multi-state network of tuition-free, Pre-K-12 public charter schools.

IDEA Public Schools boasts national rankings on The Washington Post and U.S. News & World Report’s top high schools lists. IDEA serves over 80,000 college-bound students in 143 schools across Texas, Louisiana, Florida, Ohio, and is on-track to maintain its legacy of sending 100% of its graduates to college.

When you choose to work at IDEA, you are part of our IDEA Team and Family. You will work alongside team members who set and reach ambitious goals every day, are excited to continue to grow with IDEA, and work relentlessly to make college for all a reality.

At IDEA the Staff Culture and Belonging Team uses our Core Values to promote human connection and a culture of integrity, respect, and belonging for all Team and Family members. Learn more about our Commitment to Core Values here: https://ideapublicschools.org/our-story/#core-values

To Apply

Please submit your application online through Jobvite. It’s in your best interest to apply as soon as possible.