Tier 1 Technician

JOB TITLE: Tier 1 Technician
REPORTS TO: Director of Technology and/or Designee 

CLASSIFICATION: Classified/ Non-Exempt

WHO WE ARE (ORGANIZATION OVERVIEW)

We employ a diverse, empathetic, and passionate team who value collaboration, integrity and the desire to be a servant leader. We are committed to excellence and work tirelessly to improve learner outcomes, by empowering learners through Project-Based Learning, Individualized Learning and Social-Emotional Learning. We are committed to being self-directed, participating in ongoing personal and professional development, problem solving, and embracing a growth mindset. With our unwavering commitment to excellence, we are confident that our team will thrive and succeed in all areas of their lives.

THE OPPORTUNITY (POSITION OVERVIEW)

Reporting to the Director of Technology, the Tier 1 Technician position is based out of the Santa Clarita area; responsible for ensuring an outstanding level of customer service by providing direct IT support to iLEAD staff, Learners, and community partners, both onsite and virtually through our iLEAD California Helpdesk. This individual will be responsible for multiple tasks and proactive planning, as well as supporting and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the iLEAD School population.

WHAT YOU WILL DO (DUTIES AND RESPONSIBILITIES)

• ●  Under the supervision of the IT Director, the Tier 1 Technician is a key technology specialist for the iLEAD California support program, supporting multiple school sites and programs.

• ●  Troubleshoot and resolve assigned helpdesk tickets.

• ●  Be a critical part of the iLEAD California team and family, working closely with teachers, school

  team members, and students.

• ●  Demonstrating excellent customer service and practicing discretion at all times.

• ●  Manage and support hardware, including but not limited to Chromebooks, Apple devices,

  projectors, printers, etc.

• ●  Update and maintain the asset inventory systems.

• ●  Provide guidance and instruction, assisting with administrative tasks, as needed.

• ●  Work with the technical support staff and the iLEAD California community to promote excellent

  customer service, effective response times and provide insight into various support issues,

  software and hardware related.

• ●  Collaborate with other iLEAD departments and sites to support the iLEAD mission and vision.

• ●  Escalate issues to next level support as needed.

• ●  Perform other duties as assigned.

  OTHER RESPONSIBILITIES

• ●  Be self-directed by taking initiative and responsibility for your work.

• ●  Work in a collaborative, team based and innovative environment.

• ●  Commit to Excellence by seeking ways to improve and exceed expectations or Commit to

  excellence by seeking to raise the bar for self and team.

• ●  Prioritize the growth and needs of the team, lead by example, and foster a supportive work

  environment.

• ●  High level of personal and professional integrity and trustworthiness.

• ●  Approach problems and challenges with a human-centered creative mindset, seeks to understand,

  develops multiple solutions to find the best answer.

• ●  Helps create a positive culture by being committed to diversity, equity, and inclusion promoting

  ethical behavior and social responsibility within the workplace.

• ●  Be authentic, own your strengths and weaknesses, ask for help when needed, be honest and

  transparent in your communications, working towards common goals that are meaningful to you

  and the team.

• ●  Represent iLEAD and the school in which work in a positive and professional manner in all

  interactions and communications.

• ●  Pursue continuous improvement and maintain professional competence through seeking out

  opportunities to develop new knowledge skills and perspectives. This includes participation in

  professional development activities offered and self-selected professional growth activities

• ●  Perform other responsibilities as defined by the designated supervisor.

  ESSENTIAL FUNCTIONS

• ●  Communicating with others to exchange information. (In Person/Telephone/Computer)

• ●  Sedentary work that primarily involves sitting/standing.

• ●  Adjusting or moving objects up to 50 pounds in all directions.

• ●  When needed to support a school or education program, must have the ability to travel by public

  transit as well as operate a vehicle for self-transportation purposes between worksites.

• ●  Assessing the accuracy, neatness and thoroughness of the work assigned.

• ●  May encounter outdoor elements: high (>90)/low (<60) temperatures, precipitation and/or wind.

• ●  Ability to work in situations involving the need to make informed and quick decisions.

• ●  Ability to supervise/manage workers and delegate as needed in project management situations.

• ●  Reading detailed documentation and analyzing data sets.

• ●  Writing professionally, both by hand and utilizing computer software.

• ●  Speaking in public settings including making public presentations to large and small groups.

• ●  Dealing and navigating professionally through high-stress situations.

  *The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

  WHAT YOU WILL BRING (QUALIFICATIONS)

  • ●  You have previous experience providing technical support, preferably in a K-12 school environment

  • ●  Exude and articulate, professional demeanor with self-confidence and initiative

  • ●  You are an excellent communicator who enjoys working with teachers, students, and technology

• ●  Ability to maintain confidential data

• ●  Ability to troubleshoot and repair issues

• ●  Ability to take ownership in the day-to-day and overall success of the school

• ●  Solid knowledge of IT systems and applications, preferably Mac OS, iOS, Chrome, and Google

  Workspace

• ●  Ability to execute multiple projects simultaneously, adjust priorities and work autonomously

• ●  Passion for learning new skills and technologies

• ●  You possess strong organizational and self-management skills

• ●  Strong judgment and decision-making skills

• ●  Able to build solid relationships and trust with internal and external community partners

• ●  Outstanding written and oral communication skills

• ●  Ability to work independently and with a team in a fast-paced environment required