Jul 06, 2021

IT Associate

  • Rocketship Public Schools
  • Redwood City, CA, USA
Full-time Technology School Support

Job Description

IT Associate 

BAY AREA, CA / NETWORK SUPPORT – OPERATIONS / FULL-TIME 

At Rocketship Public Schools, we believe in the infinite possibility of human potential. We  believe that every student deserves the right to dream, to discover, and to develop their unique  potential. And it is our responsibility and our privilege to unleash the potential inside every  Rocketeer we serve. Our non-profit network of public elementary charter schools propels  student achievement, develops exceptional educators, and partners with parents who enable  high-quality public schools to thrive in their community. We are a collective of parents, teachers,  leaders, and students working together to transform the future for underserved communities  across our country. At Rocketship Public Schools, we are unleashing potential. 

The Position 

We are hiring an IT Associate technology support position based in our California region,  reporting to our Director of Technology Solutions. The right candidates will be excited to be  immersed in a continuous cycle of learning while supporting the technology tools and systems  of multiple schools. The IT Associate will manage their time in order to successfully and  independently perform basic-to-moderate level support for technologies such as Windows laptops, MacBooks, iPads, Chromebooks, projectors, TVs, and printers. They will also perform  basic-to-moderate technical installation, configuration, and maintenance, including for network  infrastructure. This role requires prior experience working in IT support, including with  computers, networks, and other devices. This role will provide an opportunity to continue  growing technical knowledge and skills, while also contributing to the success of Rocketship  students. 

Responsibilities 

Respond to and resolve IT tickets entered by staff, and document steps taken in Rocketship’s  ticketing system 

  • Serve as the primary initial point person for technology issues at 3-5 assigned schools  and also for Network Support Team staff. This typically includes ~200-400 staff members
  • Provide support for other schools and staff across the Rocketship network as assigned • Serve on school sites every day 
  • Diligently follow up on and work to resolve open helpdesk tickets, independently  resolving most and escalating to other members of the technology solutions team as  needed 
  • Serve as an escalation point to support other team members in resolving their technical  issues 
  • Document and update all helpdesk tickets within the Jira service management system 
  • Troubleshoot reported issues with Windows devices, Macbook, Chromebooks, iPads, TVs,  printers, and other technology, including network/infrastructure equipment 
  • Perform moderate network troubleshooting in partnership with the network  administrator 
  • Manage time and prioritize tasks without close oversight in order to ensure efficient and  effective resolution of a variety of IT issues 

Perform basic-to-moderate level regular preventative and monitoring work 

  • Complete the technical “to do” checklist during each onsite visit, including routine  technical and maintenance tasks 
  • Update and patch computers as needed 
  • Back up data as requested 
  • Regularly test and document the wireless signal in the building 
  • Document wireless access point placements in your schools 
  • Perform other preventative and monitoring work as needed
  • Support technology lifecycle, including inventory, setup, management, use, and disposal
  • Verify receipt of technology purchases; asset tag and make changes as required
  • Image or set up laptops, Chromebooks, and peripherals as assigned 
  • Configure hardware to connect to our wireless network and printers 
  • Reimage and/or reinstall operating systems for laptops and Chromebooks • Upgrade approved hardware as required (memory, hard drives, etc.) 
  • Install and/or troubleshoot Rocketship applications as required 
  • Document and maintain an inventory of technology at your assigned schools, reporting  to your manager on a quarterly or semi-annual basis as requested 
  • Assess and repair broken school technology equipment. This will often include  documenting issues and managing shipments to/from a repair or warranty locations
  • Support configuration of dependencies between technology and facilities or operations  systems such as HVAC, solar panels, and door access controllers 
  • Dispose of or repurpose old hardware as required, including using approved E-Waste  vendors 
  • Support technology-enabled assessment administration 
  • Support other technology setup and use on campus 

Apply technology expertise to systems, security, and/or network-focused work, both locally and  Rocketship-wide 

  • Serve as a systems administrator for one or more assigned systems, which could include  Google Apps, Jamf, Jira, Crowdstrike, Zoom, and/or OKTA. Make systems changes and  improvements within the scope of the system’s built-in functionality, troubleshoot  systems issues, and support integration with other systems. 
  • Support systems rollouts as assigned, including taking on leadership of the execution  within your region 
  • Collaborate with functional network support teams (e.g. Personalized Learning,  Assessment) to troubleshoot and resolve issues related to hardware or software 
  • Contribute to knowledge management initiatives, including staff tech self-service 
  • Provide recommendations for technology system improvements, grounded in data and  informed by input from a variety of stakeholders 
  • Partner with the network administrator on testing the network and replacing network  hardware equipment when needed 
  • Collaborate with the Technology Solutions team to support tech initiatives across the  network as needed. 
  • Support on non-technical projects as needed 

Provide timely communication, excellent customer service, and positive engagement with staff  in a variety of roles -- including across the broader Rocketship network 

  • Deliver superior customer service and build relationships with your schools and all others  supported 
  • Provide timely respond to tickets (i.e. within 1 day of submission, and follow up every 3  business days) 
  • Participate in regular check-ins with manager and other teammates as required,  reporting out and thought partnering on support issues seen in the region and other  topics 
  • Seek -- and provide -- technology guidance and thought partnership from the Director  of Tech Solutions and other team members
  • Participate in regular staff meetings and other regional/national Rocketship meetings • Provide technical support to other Rocketship schools and regions as needed • Learn on the job and apply that knowledge in your daily work 
  • Serve as a connection point between your local regional team’s technical-related  initiatives and our national Technology Solutions team 
  • Collaborate with and support other team members (including tech solutions teammates)  with their requests and initiatives as required 
  • Participate in onboarding and building skills in IT Technicians, including building team  culture 

Technical Qualifications 

  • Two years or more work experience troubleshooting and resolving diverse technical  issues related to hardware, systems, and networks -- ideally including printers, wireless  access points, ipads, video conference technology, MacBooks, Windows, Chromebooks,  cloud servers, and more 
  • Ability to independently troubleshoot hardware and software issues 
  • Ability to identify root causes of network issues and potential solutions • Experience configuring, repairing, and administering technology tools 
  • Track record of being able to research potential causes of unexplained technical issues  and find a successful path to resolution 
  • Experience serving as a systems administrator for Google Apps or other software  systems, including optimizing systems configurations 
  • Ability to write scripts to automate processes 
  • Comfort and effectiveness working in a non-GUI environment 

Other Qualifications 

  • Deep commitment to Rocketship’s mission, and desire to have an impact in an innovative  and high-performing organization. Passion for unleashing potential in all students is a  core part of our culture, and a critical value of successful “Rocketeers” across all roles! 
  • Ability to independently manage time and prioritize in order to efficiently and effectively  address a variety of support tickets as well as other priorities in any given day/week 
  • Commitment to being a team player, willing to ask for (and provide!) help • Willingness to “roll up your sleeves” and get work done on school sites 
  • Enthusiasm for working in a fast-paced, dynamic, and ever-changing environment -- with  the ability to navigate occasional ambiguity
  • Problem-solving mindset 
  • Willingness and excitement to learn and grow, both in your technical skills and more  broadly. Willingness to both accept and give critical feedback. 
  • Strong listening skills, and enjoyment of collaboration with teammates with diverse  opinions and backgrounds 
  • Willingness to help improve the team, our systems, and our processes 
  • Ability to travel to your assigned schools in your region, and occasionally to other  regions 
  • Ability to communicate effectively in person, via videoconference, and via email • Knowledge-sharing mindset to support the successes of others 

Work Location 

Bay Area, California -- with work to be completed across our schools and offices in San Jose,  Redwood City, Concord, and Antioch 

Physical Demands: 

The physical demands described here are representative of those that must be met by an  employee to successfully perform the essential functions of this position. Reasonable  accommodations may be made to enable individuals with disabilities to perform the functions.  While performing the duties of this position, the employee is regularly required to talk, hear,  and communicate with both adults and children. The employee frequently is required to use  hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required  to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or  move up to 50 pounds and occasionally climb ladders. Specific vision abilities required by this  position include close vision, distance vision, and the ability to adjust focus. The noise level in  the work environment is moderate to high. 

Compensation: 

Commensurate with qualifications and experience, plus excellent health and welfare benefits,  403b retirement plan, flexible spending account (FSA), and generous paid time off.

Rocketship Public Schools provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color,  religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in  accordance with applicable federal, state and local laws. Rocketship Public Schools complies with applicable state and local laws governing non discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment,  including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Rocketship Public Schools expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation,  national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Rocketship Public Schools’ employees to  perform their expected job duties is absolutely not tolerated. Click here for our Sexual Harassment Policy and here for our Title IX Policy. For questions,  concerns, or complaints, please contact Equity/Discrimination Title IX Compliance Officer, Address: 350 Twin Dolphin Drive, Suite 109, Redwood City, CA  94065. Phone: 877-806-0920 ext. 115.


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