Help Desk Technician

Director Report To: Director of Operations Employment Status: Full-time, Non-Exempt. 12 Months ABOUT TIMES2 ACADEMY: TIMES2 Academy is a district-affiliated, K-12 public charter school in Providence, RI. Our mission is to develop intellectually curious young people who are selfless contributors to their communities and who aspire to be ethical and compassionate leaders. Through a rigorous and innovative academic program in math, science, and technology, in combination with the liberal arts, we prepare our diverse student population with the experiences, skills, and values for purposeful contributions in higher education and STEM-related fields. POSITION OVERVIEW: The Helpdesk Technician plays an important role in day-to-day operations at the school. They are the first line of support, fielding requests from faculty, staff, administrators, students, and parents. They are highly organized and driven, able to manage multiple requests at a time. They are the face of the Information Technology department for many students and staff. In addition to all helpdesk-related requests, the Helpdesk Technician will work with the team to assist in larger scale projects. They will configure new hardware and work with IT staff to create procedures and policies supporting technology. The Helpdesk Technician works to deliver timely solutions to students, faculty, and staff in order to facilitate teaching and learning. They will have the knowledge and skills of general hardware and technical support. The Helpdesk Technician will work with the IT department to assist in supporting 21st century learning initiatives. ESSENTIAL DUTIES & RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Administrative Duties: - Report regularly on IT workflow and helpdesk updates - Respond to stakeholders about ongoing tickets - Provide support at the first level (tier 1) - Escalate support requests when necessary - Be in direct communication with students, parents, faculty, support staff, and administration as it pertains to helpdesk tasks Technical Duties: - Monitor daily performance of classroom technology - Collaborate and assist with the identification of necessary hardware, software, and upgrade needs - Perform password resets and account creation for various education systems - Respond to support tickets - Perform hardware and software troubleshooting - Provide audio/visual support - Participate in regular meetings with administration and the IT team - Assist with installation of cabling, classroom technology, Chromebook and laptop setup - Assist with building knowledge base QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. - High School Diploma - Have a minimum of one (1) year experience in working with students and educational staff in the field of information technology or equivalent. - Experience troubleshooting hardware, software, and operating systems (Windows, Mac, ChromeOS, iPadOS) - Working understanding of industry standards and best practices in the use of technology in the field of education - Strong written and verbal communication skills - In-depth knowledge of technical support process and procedures, ITIL a plus - Proven experience working with various stakeholders relevant to education - Demonstrable knowledge of general technology in a public school setting - Ability to lift and carry short distances up to 50lbs - Documentation of a clear BCI. SCHEDULE, COMPENSATION & BENEFITS: 12-month, full-time position, 40 hours/week, 8 hours/day, Monday through Friday, includes 30-minute lunch break. $15 to $18 per hour. Benefits include healthcare, dental, personal and sick days, and more.

Salary : $15 - $18