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Job Title: Helpdesk Technician
Company Name: KIPP Public Charter Schools
Location: Austin, TX
Position Type: Full Time
Post Date: 01/09/2018
Expire Date: 02/15/2018
Job Categories: Computers, Hardware, Computers, Software, Customer Service and Call Center, Education and Library, Financial Services, Information Technology, Energy / Utilities
Job Description
Helpdesk Technician

POSITION OVERVIEW: The KIPP Austin Helpdesk Technician will be responsible for the resolution of assigned helpdesk tickets. This position will respond to incoming helpdesk requests with extraordinary technical support, based on priority. A key component for this position is providing remarkable customer service in every situation. The Helpdesk Technician must be an individual who embraces continuous improvement and innovation, is willing to get his/her hands dirty, and relishes the challenge of finding ways to work smarter and more cost-efficiently. The Helpdesk Technician will also have a passion for accountability; ensuring that orders are completed in a timely manner and that goals are met.
This position is based at the KIPP Austin Shared Services Team (SST) office in East Austin (8509 FM 969 Austin, TX 78724) and will travel to the other KIPP Austin schools in South and Northeast Austin as necessary. The Helpdesk Technician will also work closely and collaboratively with teachers, school leaders, and the KIPP Austin SST.
  • Education and Experience
    • High School Diploma or GED
    • A.A.S. in Electronics, Computers, or equivalent schooling (at least in progress)
    • A+, MCITP, etc. certification preferred
    • Three years of experience in a computer repair/technical support position
  • Technical Skills
    • Experience installing and managing Microsoft products (Active Directory, Windows 7, Office)
    • Experience deploying images through imaging tools (Windows Deployment Server)
    • Understand how to accurately diagnose and repair operational problems on a wide range of devices (laptops, Chromebooks, desktops, mobile devices, multi-function printers/copiers)
    • Understand client/server applications and architecture
    • Understand basic network architecture, wiring, and wireless configurations
  • Customer Focus
    • Track record of providing remarkable customer service
    • Excellent telephone and written communication skills
    • Ability to assess verbal concerns to provide technical support
    • Experience working in schools preferred
  • Strong Communication & Organizational Skills
    • Meticulous attention to detail with an ability to produce high quality work in a dynamic environment
    • History of over-communication to stakeholders with excellent written and verbal communication skills
    • Ability to work under pressure and remain calm in the midst of changing circumstances
  • Unwavering commitment to KIPP Austin’s mission, students, families, and community
  • Desire to continuously learn and increase effectiveness as a professional; offer and receive constructive feedback
  • Willingness to be flexible and to go above and beyond to meet the needs of KIPP Austin students
  • Install, configure, maintain, troubleshoot and repair computer hardware, software, LAN connections and peripherals (including printers, document cameras, and projectors)
  • Ensure timely device deployment including device imaging
  • Update inventory systems
  • User account generation and support
  • Coordinate support (through vendors when needed) for district copiers/multi-function devices and applications
  • Provide the first level of technical support for all district technologies over the telephone, email, and face-to-face
  • Prioritize work orders and develop work schedules to facilitate quick resolutions with a minimal disruption of the instructional program
  • Document work and communicate with stakeholders via email and helpdesk software
  • Ensure that a remarkable level of customer service is provided
 ABOUT KIPP AUSTIN PUBLIC SCHOOLS: KIPP Austin is a network of free, public, open enrollment schools for low‐income and historically underserved students in Austin, Texas. There are currently nine schools in the KIPP Austin network: four elementary schools, four middle schools and one high school. In 2016 we expanded our network to include ten schools serving students from Kindergarten through twelfth grade, serving over 5,000 students. When fully enrolled, KIPP Austin will more than double the number of college-ready low-income, minority students in Austin. KIPP Austin Public Schools is part of the national network of charter schools, KIPP, the Knowledge is Power Program (
 As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.
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Contact Information
Company Name: KIPP Public Charter Schools
Company Description:
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