IT Technician II

associatesPosition Role Expectation:

This Tech can resolve the majority of technology problems and some networking issues. They understand when and how to properly escalate problems internally. They have focused on their ticket queue and the main objectives are their metrics (CSAT, ticket resolve time, unsolved tickets, etc.) and supporting the internal team. They are also an escalation point for non-urgent issues for associates and level 1 techs. This Tech could also be cross-trained in municipal support. They feel ownership over their work, customer experience, and satisfaction score.

Growth:

Growth is self-led with advice and collaboration with the Director and Sys Admin

Skills and Experience:

Deep understanding of Twin Lakes Tech including processes and procedures

Experience with most classroom hardware and software

Regularly provides clear examples of transparency and honesty when dealing with more difficult customer communication and must know the proper time to loop in the Director

Professionalism is reflected in this team member's accountability to hit customer goals

High level of collaboration with the team and goes out of their way to help others

Great communication skills, across both written and verbal environments

Understanding of both K-12 and Municipal organizations

Flexible with needing to cover other positions

Top customer service and classroom etiquette

High knowledge of Zendesk

Must understand System Admin technical terms

Must have some experience working with the Sys Admin team on related issues

Self-aware of skill set with knowledge of when to escalate issues

Tech 2 Duties:

Works closely with other teams within Twin Lakes Tech and provides escalation support to associate and level 1 team members

Advanced troubleshooting skills in person and remotely

Proficient in navigating Google Suite/Clever/Mobile Device Management.

Knowledge of Office 365, CJIS Online, Azure, and Municipal Apps

Be able to fully resolve issues in the Virtual Office.

Initiate collaboration with third-party vendors to resolve issues.

Comfortable troubleshooting network and other higher-level technical problems but will only touch networking if directed by senior management

Must know how to resolve the majority of tech problems

Contributes to the internal knowledge base

Specialises in a product or customer experience area of focus, and shows targeted support to the team around that specialization.

Participate in network-related meetings to enhance their knowledge.

Work on higher-level System Admin issues only under the supervision of a System Admin

Perform System Admin-related tasks only with prior permission from the Director

Escalate complex problems to the dedicated System Admin and collaborate on resolving these issues.

Under supervision be the physical hands for Sys Admins when troubleshooting

Impact:

Positive impact on our response times through initiatives to improve our customer's experience as well as help our team

Works with escalated tickets with proficiency

Maintaining and driving SLA expectations

Can technically manage a school with minimum to no assistance

Give our team more depth as they can cover multiple locations and positions

Leadership and Influence

Give both praise and constructive feedback to team members

Proactively mentors other team members.

They can use the depth of their knowledge to help support the entire team while continuing to expand their knowledge.

Certification Requirements

Email Etiquette

CompTIA A

Google Admin

Office 365 Admin

CJIS Security Awareness

Timeframe requirements: Within 1 year of the position

Education & Experience

Associate degree in CS, IT, or other related Discipline or equivalent work experience

Salary 51,000 - 60,000

* Advancment System Admin

MINIMUM STANDARDS REQUIRED

• The position involves light physical demands, such as exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Tasks may require prolonged periods of visual concentration and require moderate levels of eye/hand/foot coordination.

• Requires the ability to speak, hear (perceive sound) and/or signal people to convey and exchange information; differentiate between colors or shades of color; read a variety of materials, at times complex; apply principles of rational problem-solving; record and deliver information, explain procedures, issue and follow oral and written instructions; and communicate effectively and efficiently in Standard English as primary language while performing job duties.

• All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check.

Job Type: Full-time

Pay: $51,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $51,000 - $60,000