Desktop Support Technician

Position Summary

The Desktop Support Technician is responsible for supporting and maintaining the school’s computer systems, including laptops, desktops, and connected peripherals. The Desktop Support Technician will support, diagnose, repair, maintain, install, and upgrade all school hardware and computer equipment to ensure optimal performance. The Desktop Support Technician will provide both onsite and remote support, troubleshoot problem areas, reported incidents, and provide end-user assistance when needed. The Desktop Support Technician will be responsible for the satisfactory performance of the following tasks and responsibilities:

Essential Functions / Duties / Responsibilities

• Uses helpdesk ticketing system to maintain reported incidents throughout the ticket lifecycle
• Assists staff and families with issues regarding computers, phones, tablets and peripherals
• Collaborates between staff, families, internal support, and vendor support
• Supports end-users with limited knowledge of computers, software, hardware, and systems
• Creates and updates standardized documentation of processes, including current and new
• Works closely with Applications and Infrastructure teams to support larger tasks & projects
• Maintains a high level of customer satisfaction

Education/Qualifications

• Prefer an Associate’s degree from an accredited college or university in a technical field or equivalent experience
• Requires two (2) technical certifications such as CompTIA Core certs, MCSA, MTA
• Prefer one (1) year of experience in information systems support

Experience Requirements

• Prioritizing and completing tickets, tasks, projects, and other assigned work in a timely manner
• Attentive to details and analytical in execution
• Supporting frustrated users remotely through superior customer service
• Broad range of information technology knowledge/experience
• Communicate effectively in customer friendly terms verbally and in writing
• Resolve issues productively and efficiently
• Able to work well both independently and in group settings as a member of the IT team
• Show great pride in completed work

What we offer you for all your hard work

• Major medical, dental, and vision coverage
• HSA and FSA
• Company-paid Basic Life/AD&D, STD, LTD, and EAP
• A retirement plan
• Voluntary Life/AD&D
• Perks and discount programs

Diversity, Equity, & Inclusion Statement of Principle

Reach's Mission is to help each student maximize their potential through an individualized learning program. We strive to model our mission by empowering Staff to authentically show up with their skills, knowledge, competencies, strengths, curiosity, and unique lived experiences. Reach is committed to having inclusive policies and practices to establish a workplace of inclusion which continues to foster a belonging culture for staff, students, and families.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.