Area IT Support Specialist

Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, proudly serving over 82,000 students in over 150 schools across four states. Founded by Jonathan Hage in 1997, CSUSA's mission is a Relentless Commitment to Student Greatness in School and in Life™. CSUSA provides an academically rigorous education to students, equipping them with real-world readiness for college or career after graduation. With an unwavering dedication to the success of students from every background, CSUSA is closing the gaps in achievement and opportunity, keeping our promise of Strong Minds, Good Hearts™.

About the Role

Join a team 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. As an Area IT Support Specialist, you will maintain and support the system availability of critical and non-essential school systems while addressing the IT needs of assigned regional schools as determined by the State IT team. You will provide superior customer support to school administration, teachers, parents, and students.

Responsibilities

• 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.
• Monitor support requests to determine larger-scale issues.
• Plan and support network and computing infrastructure in tandem with the 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 and issues as needed to the State IT Escalation Team.
• Maintain disaster recovery and prevention procedures.
• Maintain and implement IT-related documentation, SOPs, and best practice procedures.
• Act as a technology liaison for schools, clients, and vendors.
• Participate in training programs to increase individual skill and proficiency related to assignments.
• Perform other duties as delegated by the Florida State IT Director, Manager, and Escalation team.
• Ensure adherence to best practice safety procedures.
• Review and stay current on developments, literature, and technical sources of information related to the job.
• Follow federal and state laws, as well as company policies.

Requirements

• 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.
• Commitment to company values.
• Valid driver’s license and reliable transportation required to support regionally assigned schools.

Qualifications and Skills

• 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.
• Ability to organize and manage multiple priorities.
• Strong customer orientation.
• Excellent interpersonal skills to handle sensitive and confidential situations with poise, tact, and diplomacy.
• Excellent oral, written, and interpersonal communication skills; professional phone etiquette.
• Strong team player with a track record for analyzing problems, identifying patterns, and recommending creative solutions.
• Proactive and takes initiative; thinks creatively.
• Drives projects to completion with a high level of quality.

Work Environment

• Usual office working conditions.
• Travel within or outside of state may be required.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently needed to move objects.