Associate, Systems and Technology Support

Achievement First; New York (NY); On-site; USD 61,000 - 82,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision insurance

Life insurance

403(b) with match

Paid Family Leave

Job summary

Achievement First is seeking a Support Associate to help school teams across 33 locations with systems, data reporting, and technology. You'll work with Team Systems & Data and IT to track, measure, and optimize results while gaining exposure to education technology in a leading charter network.

Reporting to the Senior Director of Systems and Data Support, you will handle end-user support, data requests, and quality assurance. Occasional travel to regional sites is required.

Qualifications

• Bachelor's degree required; education-focused role.
• Experience in customer service or IT support preferred.
• Knowledge of Windows 10 and Microsoft Office/Office 365.Excellent written and verbal communication.

Responsibilities

• Provide end-user support for school-facing systems and data tools.
• Back-up remote Tier 1 IT support as needed.
• Air-traffic control for the technical ticketing system; coordinate with colleagues.

Skills

Technical aptitude

Windows 10

Office 365

Customer service

Strong communication

Education

Bachelor's Degree Required

Tools

Zendesk

FreshDesk

HelpStar

Job description

About Achievement First

Achievement First (AF) is a non-profit 501(c)(3) organization that currently supports 41 public charter schools in New York, Connecticut, and Rhode Island. Consistently rated as one of the top charter school networks in the country for almost 25 years, AF is committed to continuous improvement, programmatic evolution for enhanced student outcomes, and sustainable growth. The majority of AF students are Black and Latinx children from low-income families who will be the first in their families to graduate from college. AF currently employs more than 2,200 staff - 64% of whom identify as Black, Indigenous, and People of Color - who collectively educate nearly 15,000 students in Brooklyn and Queens, NY; New Haven, Bridgeport, and Hartford, CT; and Providence, RI.

About Achievement First

Achievement First (AF) is a non-profit 501(c)(3) organization that currently supports 41 public charter schools in New York, Connecticut, and Rhode Island. Consistently rated as one of the top charter school networks in the country for almost 25 years, AF is committed to continuous improvement, programmatic evolution for enhanced student outcomes, and sustainable growth. The majority of AF students are Black and Latinx children from low-income families who will be the first in their families to graduate from college. AF currently employs more than 2,200 staff - 64% of whom identify as Black, Indigenous, and People of Color - who collectively educate nearly 15,000 students in Brooklyn and Queens, NY; New Haven, Bridgeport, and Hartford, CT; and Providence, RI.

The mission of Achievement First is to deliver on the promise of equal educational opportunity for all of America's children. AF knows that every child - regardless of race, zip code, or economic status - deserves access to great schools. At AF, students realize their potential and develop the skills they need to graduate from high school, succeed in college, thrive in a competitive world, and serve as the next generation of leaders in their communities. At AF, students and staff embark on a shared journey to fulfill their incredible potential.

Your Impact

The support associate will play a critical role in supporting systems, reports, and technology which enable Achievement First schools and their leaders to track, measure, and optimize results across 33 schools in three regions. The ideal candidate has a strong interest in gaining functional exposure to the inner workings of education technology and data systems at a leading charter management network committed to using data to drive instructional improvement in its classrooms. The support associate can expect to work closely with other members of Team Systems & Data as well as Team IT. They will also have frequent opportunities to interact directly with school based operations teams and staff.

Reporting directly to the Senior Director of Systems and Data Support you will be responsible for:

Technical systems support for school teams (~80%)

• Provide ongoing end-user support for school-facing systems, data collection tools and reports managed by Team Systems and Data


• Provide back-up remote support for Tier 1 IT Issues


• Air‑traffic control for technical ticketing system


• Liaise with teammates to troubleshoot complex queries and technical issues Achievement First is an Equal Opportunity Employer

Quality Assurance and Data Gathering (~20%)

• Utilize and maintain reports to audit system health and utilization


• Respond to ad hoc data requests from network and school leaders in a timely manner


• Ensure data integrity by supporting technical system owners in conducting quality assurance check

Ideal Candidate Profile

Skills and Characteristics

• Strong technical aptitude and/or demonstrated interest in systems, data, and technology


• Knowledge of Windows 10 and Microsoft Office/Office 365


• Exceptional written and verbal communication skills.


• Natural customer service orientation and willingness to do \"whatever it takes\"


• Ability to thrive in a fast‑paced environment and juggle multiple workstreams


• Quick learner comfortable thinking on the fly


• Ability to maintain calm while operating effectively with a sense of urgency in high‑pressure situations


• Belief in the Achievement First mission and educational model


• Maturity, humility, strong work ethic, sense of humor, and \"roll‑up‑my‑sleeves\" attitude

Educational Background and Work Experience

• Education: Bachelor's Degree Required (B.A., B.S., B.S.N, etc.)


• Travel: Quarterly travel to all five geographies.


• Previous Experience
  
  
  • 1+ years of work experience or significant internship experience preferred
  
  
  • Previous customer service experience using a ticketing system (i.e., Zendesk, FreshDesk, HelpStar) preferred
  
  
  
  

Occasional Travel is required to and among our schools at various locations (New York, Connecticut, and Rhode Island). Candidates must be based in commuting distance to one of these regions.

Compensation

Achievement First sets salaries are set through a lens of equity, and based on the requisite skills, education, and experience relevant to the role. The salary for this position is $71,437.68 with no flexibility as they are based on an equity scale. Additionally, Achievement First offers to all regular, full‑time employees a comprehensive benefits package that includes paid time off, medical, dental, vision, and life insurance, a 403(b) retirement benefit package with match, and paid Family Leave.

Achievement First is an equal opportunity employer and an organization that values diversity. People from all diverse backgrounds are strongly encouraged to apply. Spanish language proficiency is a plus. You can learn more about diversity at Achievement First here: http://achievementfirst.org/about-us/diversity/