Area IT Support Specialist

Charter Schools USA; Jacksonville (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Charter Schools USA (CSUSA) is seeking an Area IT Support Specialist to maintain and support critical school systems. You will work with the State IT team to ensure system availability and effective user support for administrators, teachers, parents and students in the region.

You will plan network and computing infrastructure, monitor tickets, and provide timely updates while staying aligned with safety and school policies. Travel within the state is expected as needed.

Qualifications

• Bachelor's degree in computer science, information systems or equivalent combination of education and experience.
• 2-5 years of experience supporting IT customers.
• Advanced knowledge and experience resolving hardware and software issues in an enterprise environment.
• Prior experience in a school environment is preferred but not required.

Responsibilities

• Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement.
• Monitor support requests to determine larger-scale issues.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners.
• Provide daily assistance within assigned regional area for end-user support, including hardware, software installation and upgrades, backups, and networking.
• Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems.

Skills

Customer focus

Time management

Multitasking

Interpersonal skills

Communication

Problem analysis

Team player

Proactive

Project management

Education

Bachelor's degree in computer science or information systems

Tools

A+ Certification

Azure AI-900

SEC+

NET+

CCNA

Job description

Who We Are

Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, proudly serving over 82,000 students in over 150 schools in four states. Founded by Jonathan Hage in 1997, CSUSA's mission is a Relentless Commitment to Student Greatness in School and in Life™. CSUSA provides an academically rigorous education to students equipping them with real world readiness, prepared for college or career after graduation. With an unwavering dedication to the success of students from every background, CSUSA is closing the gaps in achievement and opportunity, keeping our promise of Strong Minds, Good Hearts™.

Who We Are

Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, proudly serving over 82,000 students in over 150 schools in four states. Founded by Jonathan Hage in 1997, CSUSA's mission is a Relentless Commitment to Student Greatness in School and in Life™. CSUSA provides an academically rigorous education to students equipping them with real world readiness, prepared for college or career after graduation. With an unwavering dedication to the success of students from every background, CSUSA is closing the gaps in achievement and opportunity, keeping our promise of Strong Minds, Good Hearts™.

Job Purpose

To join a team of people with the mission: Relentless Commitment to Student Greatness in School and in Life ™. If you love inspiring and motivating young learners and want to put students first in education, CSUSA is the right place for you. We deliver on our promise of Strong Minds, Good Hearts™ through an education model that gives every student the opportunity for success. As an Area IT Support Specialist, you will be maintaining & supporting system availability of critical and non-essential school systems. Support IT needs of assigned regional schools as determined by State IT team. Provides superior customer support to school administration, teachers, parents & students per support structure established by State IT Team.

How You Will Impact Education

• Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others.
• Monitor support requests to determine larger-scale issues.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners.
• Provide daily assistance within assigned regional area for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking.
• Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems supporting the education environment.
• Escalate support requests & issues as needed to State IT Escalation Team
• Maintain disaster recovery and prevention procedures.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners.
• Maintain and implement IT related documentation, SOPs, and best practice procedures.
• Be a technology liaison for schools, clients and vendors.
• Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments.
• Perform other duties as delegated by Florida State IT Director, Manager, and Escalation team.
• Ensure adherence to best practice safety procedures.
• Review & stay current on developments, literature and technical sources of information related to job.
• Follow federal and state laws, as well as company policies.

Required Qualifications And Skills

• Demonstrates enthusiasm and commitment toward the job and the mission of the company; supports company's goals and strategic priorities.
• Works and interacts with staff and relates to individuals at all levels of the organization; relates to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.
• Ability to organize and manage multiple priorities.
• Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.
• Strong customer orientation.
• Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful; demonstrates high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
• Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability; positive and professional phone etiquette.
• High performance teams and a strong team player.
• Strong track record for analyzing problems/issues, identifying patterns and recommending creative solutions.
• Proactive and takes initiative. Thinks creatively.
• Drives projects to completion. Insists on highest level of quality.

Job Requirements

• Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, etc.
• Bachelor's degree in computer science, information systems or equivalent combination of education and experience
• 2-5 years of experience supporting IT customers
• Advanced knowledge and experience resolving hardware and software issues in an enterprise environment
• Prior experience in a school environment is preferred but not required
• Commitment to company values
• Valid driver's license and reliable transportation required to allow for support of regionally assigned schools.
• Such alternatives to the above requirements as CSUSA may deem appropriate and acceptable.
• May perform other duties as assigned.

Work Environment

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter:

• Usual office working conditions.

Physical Demands

• No physical exertion required.
• Travel within or outside of state.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects.

FLSA Overtime Category

Job is exempt from the overtime provisions of the Fair Labor Standards Act.