Technical Operations Support Level 1

Responsibilities

• Providing onsite and remote technical assistance and customer friendly support for incoming queries and issues related to computer systems, software, and hardware in a K-12 school environment;
• Managing deployment of IT assets including laptops and laptop storage;
• Maintaining computer systems, including Macs, Windows PCs, and Chromebooks;
• Managing users via G-Suite;
• Setting up and manage Audio/Video equipment for school events and meetings;
• Following up with DREAM staff to ensure issues have been resolved;
• Documenting all issues and resolutions in the ticketing system;
• Performing knowledge transfer between team members for any new technology or procedures;
• Onboarding new users, including installation and preparation of new computers and software;
• Escalating issues to appropriate resources, as needed;
• Keeping on top of current technologies and applications;
• Completing assigned basic IT projects with guidance from level twos and management.

Qualifications:

• High School Diploma or equivalent, required
• Associates Degree or higher and 1+ years of experience in an IT related or administrative field, preferred
• Positive attitude, willingness to learn, high energy, passion, and dedication to the mission of the organization
• Customer service oriented approach to support
• Ability to work under pressure in a school environment.
• Effective understanding of typical desktop applications including Microsoft Office, Chrome, Acrobat, etc.
• Ability to effectively communicate by phone, in writing, or in person.
• Ability to prioritize and multitask.
• Ability to logically and methodically approach troubleshooting
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• The ideal candidate may also have 1-2 years of experience supporting Chromebook, Windows 7/10, and MAC OS X operating systems; managing Apple OS devices with JAMF Casper suite; managing users and groups with Active Directory; working with G-Suite – user management, listservs, classroom, chromebooks; a basic understanding and experience in networking principles, including TCP/IP protocols; and experience with A/V equipment, e.g. camcorders, projectors, mixers, mic and speakers.

Working Expectations

• Start Date: Immediate
• The Technical Operations Support Level 1 is part of IT, which currently works 3 days in the office and up to 2 days remote, per week (subject to change).
• Hours are generally in 8 hour shifts between 7:30 AM - 5:00 PM with occasion after hours or weekend work (subject to change).

Benefits and Paid Time Off

• We offer comprehensive benefits including:
• Flexible Medical Health Plans,  subsidizing the majority of costs for the employee, their spouse/domestic partner and children
• The ability to select between a variety of medical plans according to what best suits the employee’s needs
• Dental and vision plans
• Disability benefits
• Life insurance
• Up to 12 weeks fully paid of Parental Leave 
• Flexible spending account options
• Pre-tax commuter benefits (parking and transit)
• Fitness and entertainment discounts
• A variety of support through our employee assistance program (EAP)
• A 403(b) retirement plan with employer matching up to 4% after one year of employment
• Referral bonuses
• All full-time Network Support Team employees are eligible for approximately 48 days off throughout the year including holidays, sick days, personal days and summer Fridays.
• Benefits are subject to change.

Compensation

• DREAM offers a competitive salary commensurate with relevant experience with the potential for an annual performance-based increase. The incoming salary range for this position is $40,000 to $45,000 per year. New hires are typically brought into the organization at a salary closer to the start of the range depending on qualifications, internal equity, and the budgeted amount for the role. All staff are eligible for annual performance-based increases. Because we value staff tenure in each role, we do not currently cap salary ranges.