What are the responsibilities and job description for the IT Helpdesk Technician position at Austin Achieve Public Schools?
Austin Achieve Public Schools is a tuition-free, open-enrollment public charter school preparing East Austin youth to attend and excel at the nation’s top colleges and universities. The IT Helpdesk Associate works with the IT Team to ensure the staff and scholars of Austin Achieve are able to effectively access and utilize the technology provided for the purpose of academic achievement.
Essential Duties and Responsibilities:
- Work closely in a small team to support all staff and students with their technology issues
- Prioritize, reply, address, and resolve IT tickets and walk-ups through completion
- Maintain & support our Student Helpdesk during school hours
- Setup, configure, diagnose and repair end-user devices, not limited to, Chromebooks, MacBooks, Windows devices, etc
- Assists in monthly school-wide assessments, implementations, room tech checks & deployments (software, hardware, audio/video, etc.)
- Actively contributes to our internal knowledge base to meet department goals and provide continued training/support for teachers & staff
- Diagnose and repair Chromebooks and MacBooks
Qualifications:
- Spanish fluency strongly recommended
- Candidate must have a satisfactory outcome of fingerprinting background check
- Strong problem-solving skills and ability to adapt & develop new technical skills as technology changes
- Basic network troubleshooting knowledge
- Experience working with multiple operating systems including OS X, Windows & Chrome OS
- Basic knowledge of troubleshooting standards, hardware replacement, office and conference A/V equipment, projector maintenance
- Basic familiarity with cloud-based technologies & services (G Suite, Hangouts, O365, VoIP, Zoom, etc)
- Good social, communication, and organizational skills
- Interacts in a professional manner with all levels of staff, teachers, students, and vendors
- Unwavering commitment to AAPS mission, scholars, families, and community
- Humbly acknowledge one’s strengths and weaknesses in an effort to grow professionally and push the mission of AAPS forward
- Ability to join a team that has aggressive goals and professional expectations and is willing to receive and implement feedback to effectively contribute and achieve these organizational goals either independently, collaboratively, and/or under the direction and accountability of a senior staff member.
- Effectively uses qualitative and quantitative data to identify problems and can work with and/or lead a team to problem solve using persistence and dedication in an effort to achieve personal, department, and/or organizational goals.
- Willingness to engage in collegial debate with teammates regarding important decisions and rally behind decisions once they are made
Required Experience:
- GED or High School Diploma
- 2 years of technical support experience
- 2 year of troubleshooting & break/fix experience
- Experience working in an education setting is a plus
