Area IT Support Specialist

Job Purpose

To join a team of people with the mission: Relentless Commitment to Student Greatness in School and in Life™. If you love inspiring and motivating young learners and want to put students first in education, CSUSA is the right place for you. We deliver on our promise of Strong Minds, Good Hearts™ through an education model that gives every student the opportunity for success.

About the Role

Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others.

Responsibilities

• Monitor support requests to determine larger-scale issues.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners.
• Provide daily assistance within assigned regional area for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking.
• Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems supporting the education environment.
• Escalate support requests & issues as needed to State IT Escalation Team.
• Maintain disaster recovery and prevention procedures.
• Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners.
• Maintain and implement IT related documentation, SOPs, and best practice procedures.
• Be a technology liaison for schools, clients and vendors.
• Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments.
• Ensure adherence to best practice safety procedures.
• Review & stay current on developments, literature and technical sources of information related to job.
• Follow federal and state laws, as well as company policies.

Qualifications

• Demonstrates enthusiasm and commitment toward the job and the mission of the company; supports company's goals and strategic priorities.
• Works and interacts with staff and relates to individuals at all levels of the organization; relates to individuals at all levels.
• As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.
• Ability to organize and manage multiple priorities.
• Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.
• Strong customer orientation.
• Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful; demonstrates high level of interpersonal skills to handle sensitive and confidential situations.
• Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability; positive and professional phone etiquette.
• High performance teams and a strong team player.
• Strong track record for analyzing problems/issues, identifying patterns and recommending creative solutions.
• Proactive and takes initiative. Thinks creatively.
• Drives projects to completion. Insists on highest level of quality.

Skills

• Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, etc.
• Bachelor's degree in computer science, information systems or equivalent combination of education and experience
• 2-5 years of experience supporting IT customers
• Advanced knowledge and experience resolving hardware and software issues in an enterprise environment
• Prior experience in a school environment is preferred but not required

Requirements

• Commitment to company values
• Valid driver's license and reliable transportation required to allow for support of regionally assigned schools.

Benefits

Commensurate with experience.

Pay

TBD

Schedule

TBD