IT Helpdesk Technician (Tier 1)

Austin Achieve; Austin (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

ReNEW Schools in Austin is seeking an IT Helpdesk Technician to provide essential technical support for staff and scholars. This role involves ensuring effective access to technology, troubleshooting issues, and maintaining the Student Helpdesk during school hours.

The ideal candidate will have strong problem-solving skills, familiarity with multiple operating systems, and experience in a technical support role. A commitment to ReNEW Schools' mission and effective communication skills are essential for success.

Qualifications

• Strong problem-solving skills and adaptability in technology.
• Basic knowledge of troubleshooting, hardware replacement, and A/V equipment.
• Spanish fluency is a strong plus.

Responsibilities

• Support staff and students with technology issues.
• Prioritize and resolve IT tickets efficiently.
• Maintain and support the Student Helpdesk during school hours.

Skills

Problem-solving skills

Enterprise network troubleshooting

Experience with macOS, Windows, and Chrome OS

Social and communication skills

Education

GED or high school diploma

Job description

Austin Achieve Public Schools is a tuition-free, open-enrollment public charter school preparing Austin youth to attend and excel at top universities. The IT Helpdesk Technician works with the Technology Services Team to ensure that staff and scholars at Austin Achieve can effectively access and use the technology provided to support academic achievement.

Essential Duties and Responsibilities

• Work closely in a small team to support all staff and students with their technology issues.
• Prioritize and resolve IT tickets and walk-ups efficiently
• Maintain & support our Student Helpdesk during school hours
• Set up, configure, diagnose, and repair end-user devices, including Chromebooks, MacBooks, and Windows devices.
• Assists in monthly school-wide assessments, implementations, room tech checks & deployments (software, hardware, audio/video, etc.)
• Contribute to the internal knowledge base to support ongoing staff training

Qualifications

• Must possess strong problem-solving skills and the ability to adapt and develop new technical skills as technology evolves
• Basic enterprise network troubleshooting knowledge
• Experience working with multiple operating systems, including macOS, Windows, and Chrome OS
• Basic knowledge of troubleshooting standards, hardware replacement, office and conference A/V equipment, and projector maintenance
• Basic familiarity with cloud-based technologies & services (Google Workspace, MDM, Identity and Access Management, etc.)
• Good social, communication, and organizational skills
• Interacts in a professional manner with all levels of staff, teachers, students, and vendors
• Unwavering commitment to the AAPS mission, scholars, families, and community
• Humbly acknowledge one’s strengths and weaknesses in an effort to grow professionally and push the mission of AAPS forward
• Ability to join a team that has aggressive goals and professional expectations, and is willing to receive and implement feedback to effectively contribute and achieve these organizational goals either independently, collaboratively, and/or under the direction and accountability of a senior staff member
• Effectively uses qualitative and quantitative data to identify problems and can work with and/or lead a team to problem-solve using persistence and dedication in an effort to achieve personal, departmental, and/or organizational goals
• Willingness to engage in collegial debate with teammates regarding important decisions and rally behind decisions once they are made
• Spanish fluency is a strong plus
• Candidate must have a satisfactory outcome of the fingerprinting background check

Required Experience

• Candidates must have a GED or a high school diploma
• A minimum of 2 years of technical support experience is preferred, along with some experience troubleshooting and repairing technology equipment
• Experience working in an education setting is preferred but not required