JOB PURPOSE

The IT Technician supports the personal and company equipment utilized by key individuals to ensure proper functionality, safety of personal and company data, and effective communications. This position must be attentive to detail, readily available, able to resolve issues or provide workarounds quickly, and work with members of the IT team to ensure the needs of their customers are being accounted for in ongoing operations and change. The Executive Technician must demonstrate a positive and professional attitude and be very familiar with Apple, Windows, and Android devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide exceptional customer service
• Communicate effectively and timely to clients and supervisor
• Provide customer support through remote access and onsite presence
• Monitor support requests for rapid resolution and trend analysis
• Incorporate customer feedback, data, and observations for continuous improvement
• Recommend and/or develop solutions to meet clients' needs
• Promptly inform supervisor of any issue out of their scope or skill range
• Maintain disaster recovery and prevention, and business continuity procedures
• Participate in offered training programs to increase skill and proficiency related to assignments
• Provide or facilitate training for individuals, as needed
• Review current developments, literature, and technical sources of information related to job responsibilities
• Ensure adherence to safety procedures
• Follow federal and state laws, as well as company policies

**MAY PERFORM OTHER DUTIES AS ASSIGNED**

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

SKILLS AND KNOWLEDGE

1. Demonstrates a high level of professional integrity and discretion.

2. Ability to effectively walk customers through processes, setups, etc.

3. Ability to create and/or maintain easy-to-use documentation.

4. Demonstrates enthusiasm and commitment toward the job and the mission of the company.

5. Supports company's goals and strategic priorities and values.

6. Follow company's policies, procedures and guidance.

7. Demonstrates excellent oral (including presentations and phone etiquette), written (clear and concise), and interpersonal (active listening) skills, and ability in negotiating and influencing.

8. Demonstrate compassion and empathy when confronted with issues with a positive and passionate attitude.

9. Is truthful and forthcoming with relevant information.

10. Works and interacts with staff and relates to individuals at all levels of the organization. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.

11. Ability to organize and manage multiple priorities.

12. Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.

13. Strong customer orientation.

14. Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful.

15. Demonstrates poise, tact, and diplomacy to handle sensitive and confidential situations in a professional and ethical manner.

16. Act as a strong team player on a high-performance team.

17. Proven track record for analyzing complex problems/issues, understanding root cause of issue and interaction of various components, identifying patterns, and recommending creative solution.

18. Proactive and takes initiative.

19. Thinks creatively.

20. Drives projects to completion.

21. Insists on highest level of quality.

JOB REQUIREMENTS

• Strong operating and troubleshooting knowledge of current Apple, Windows, and Android devices
• 2 years experience using and supporting Office 365/Microsoft 365
• 4 years experience in direct technical support roles
• 4 years customer service experience in retail and/or IT operations
• Bachelor's degree or equivalent education in a related IT related field
• Service desk and ticketing system experience
• Excellent technical and research ability
• Must have transportation to various facility sites as required. If using own motor vehicle, must possess a valid driver's license and proof of insurance that meets the minimum standards of the State.
• Travel outside designated assigned location and/or outside of the state may be required for event support

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.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with CSUSA salary and benefit policy. Length of the work year and hours of employment shall be those established by Charter Schools USA.

FLSA OVERTIME CATEGORY

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

EVALUATION

Performance will be evaluated in accordance with Charter Schools USA's policy.

DECLARATION

The Charter Schools USA Human Resources Department retains the sole right and discretion to make changes to this job description. Any employee making changes unauthorized by Human Resources Department will be subject to disciplinary action up to and including termination.