Position at IDEA Public Schools
About IDEA Public Schools:
At IDEA Public Schools, we believe in college for ALL and we are committed to ensuring that all our students graduate from college. IDEA Public Schools has grown from a small school to the fastest-growing network of tuition-free Pre-K-12 public charter schools in the United States sending 100% of our students to college. 50% of our students graduate from college in 6 years – that's 8 times the national rate for students in our communities!
IDEA was founded in 2000 as a single school with 150 students in the Rio Grande Valley. When interest exceeded building capacity, to meet the demands, IDEA's co-founders committed to serving more students in the Rio Grande Valley of Texas and beyond. We now serve nearly 53,000 students across Texas and Louisiana. By 2022, IDEA will serve 100,000 students. Be on the lookout for IDEA schools opening near you—with continued growth in our current regions and new launches in Houston (2020), Permian Basin (2020), and Tampa Bay (2021)!
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.
To learn more about IDEA, check out this video.
About San Antonio
San Antonio is the nation's 7th largest city and boasts the highest rate of population growth across the U.S. As the San Antonio region continues to grow rapidly, IDEA is committed to increasing our community presence to provide the best experience for all families and children.
In May 2019, we welcomed our region's first graduating seniors. We believe through the hard work of our passionate IDEA Team & Family; college acceptance and matriculation can be realized. Currently, 1 in 6 San Antonio students' graduate college ready. Changing this statistic for the better is part of the promise IDEA makes to current and incoming students.
Join our IDEA San Antonio family as we are poised to serve 29,000 students at 37 local schools by 2022.
Role Mission: Computer Technical Assistants act as a liaison from the Technology Operations department to the Campus Computer Technicians. They assist with campus issues, support district IT projects, and campus initiatives such as trainings, registration, lab setups, inventory, and staff computer deployment. The responsibilities include providing coverage to Campus Technicians and their Help Desk tickets in their absence while performing to the expectations of thier goals and projects that are assigned to them. All Computer Technical Assistants share the goal of making sure that instructional technology is fully operational, which includes labs, phones, network, infrastructure, and maintenance of campus equipment. This role will also build knowledge, skills, and experience in the Technology Operations field while supporting the Computer Technicians and the campus by providing technical support to end users in the use of hardware and software to multiple campuses.
95% of assigned Helpdesk tickets completed within 48hrs (with 40% of tickets completed remotely)
- Create a culture of Helpdesk ticket entry
- Follow up with users to build capacity and relationships to problem solve in the future
- Maintain the highest level of customer service and support, measured by Helpdesk reports, campus visits, and surveys
- Establish a remote support culture at sites, measured through Helpdesk remote reports
- Address the largest issues affecting campuses by proactively engaging in professional development (PD) sessions, newsletters, and FAQs
- Schedule time during faculty PD throughout school year
100% of campus projects, replacements, and repairs are completed on time based on IT Campus Playbook
- Any ticket entered by a client requiring more than 48 hours is a project (ex. setting up a lab); change the ticket status to project and inform user of change and timeline for completion
- Testing set-up 2 weeks prior to state testing
- RRC and blended learning spaces
- Annual computer inventory for students and staff
- Biannual disposal of old IT equipment
- Annual IP address inventory for campus projectors, printers, copiers, servers, and workstations and addition of all new equipment IP addresses
- MDF/ IDF IT Closet Inventory
- Set up and provide technical support for events including pep rallies, celebrations, and assemblies
100% of schools are safe and operational one week before the FDOS
- Maintain IT equipment and have 100% of IT equipment set up and ready one week prior to FDOS (including computers, mobility, software, projectors, copiers/printers, network infrastructure and security)
- Innovate campus technology by serving as a feedback partner not only to campus leadership but with IT Tech Team
- Find solutions to items affecting campuses, with the intent of increasing teacher instruction efficiency by checking Helpdesk reports and proactively addressing trends
- Work with campus leadership by providing expertise and solutions involving anything from campus repairs to technical questions and quotes
- Give recommendations for what hardware meets hardware, network and security requirements, as new products become available
- Create IT how-to documents and FAQs based on issues affecting specific campuses
- Success measured by
- 100% of staff have proper technology and account access by FDOS
- 100% of projectors are ordered, installed, and ready for instruction by FDOS
- 100% of schools have network and systems by FDOS
- 100% of labs are setup by FDOS and ready for students
- 100% of front office equipment is setup and ready to admit visitors
- 100% of student laptops/CoWs are setup and ready for deployment
0 Preventable Security Incidents
- Foster a culture of information security and privacy practices driving zero breaches/incidents
- Model and teach best practices in information security and privacy
- Build and foster urgency of information security among staff and students
- Partner with the appropriate campus leadership to educate and drive the culture of information security and privacy
95% average customer satisfaction on assisted Zendesk tickets
- Improve individualized client support by implementing feedback received from Helpdesk surveys and focus groups to achieve 90% user satisfaction rating from each school
- Learn and continuously improve as an IT professional
- Successfully complete IDEA-provided IT courses that will lead to better support at campuses:
- 1st year: Dell Certification Computer hardware and software understanding
Live values of IDEA
- Believes and is committed to our mission: that all students are capable of getting to and through college
- Is driven by 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
- 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
- Embodies IDEA's core values
Supervisory Responsibilities: None
Staffing Level: IDEA Public Schools will provide a Technical Assistant to each region on a need basis.
- Mission Focus – focuses on IDEA's core purpose of getting all students into college
- Record of Results – holds high expectations for self and others to achieve and surpass intended goals
- Problem Solving – able to synthesize, analyze, and prioritize data and opportunities to develop strategies for achieving quantifiable goals
- Communication – effectively conveys information using a variety of channels and techniques
- Continuous Improvement – proactively identifies opportunities to improve and consistently reflects on past actions to guide future decisions
- Education: Associate's degree in computer science or information systems
- Experience: Two years of technical support experience
- Licenses or Certifications: Preferred
Knowledge and Skills:
- Knowledge of computer hardware and software applications
- Ability to analyze and resolve computer hardware and software problems
- Knowledge of technologies available for use in instructional setting
- Ability to repair computer and technology equipment
- Strong organizational, communication, and interpersonal skills
IDEA Public Schools does not discriminate on the basis of race, color, national origin, age, sex or disability, in admission or access to, or treatment of employment in its programs and activities. Any person having inquiries concerning the organization's compliance with the regulations implementing Title VI of Civil Rights Act of 1964 (Title VI), Section 504 of the Rehabilitation Act of 1973 (Section 504), or Title II of the Americans with Disabilities Act of 1990 (ADA), may contact IDEA Human Resources at (956) 377-8000.
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