Job Description

IT Support Specialist I

The IT Support Specialist I provides frontline technical assistance by diagnosing, repairing, and maintaining a variety of devices, including Chromebooks, iPads, PCs, Macs, and MiFi hotspots. This role is also responsible for setting up and configuring equipment, as well as resolving escalated support requests to ensure minimal disruption to users.

Essential duties and responsibilities include the following. Other duties may be assigned:

• Device Management and Software Deployment:
• Manually deploy software.
• Utilize mass-deployment and imaging tools such as ManageEngine Endpoint Central, Windows Deployment Services, Google Workspace, Apple School Manager, and Jamf.

• Technical Support and Troubleshooting:
• Provide direct support and troubleshoot issues related to:
• Chrome browser
• Adobe Creative Suite
• Microsoft 365 and Google Workspace productivity applications
• Filtering via GoGuardian, Sophos, MDMs, and other systems
• Windows 11
• Zoom softphones and meetings
• Receive and resolve support escalations from other Technology teams.

• On-site Support:
• Assist with occasional hands-on technical support for personnel at various sites across the state.

• Other duties as assigned.

Supervisory responsibilities: No supervisory responsibilities.

Education and/or Experience:

• Associate's Degree or higher in a Technology-related field, or equivalent experience.
• 1-3 years experience with desktop support in a helpdesk environment (IncidentIQ experience preferred).
• Experience providing support for remote users / inquiries.

Qualifications:

• Familiarity with State Testing in Oklahoma.
• Demonstrate excellent interpersonal skills, written skills, and organization.
• Demonstrate excellent self-motivation and problem resolution skills.
• Relationship-building and relationship management skills Excellent organization and time management skills.
• Ability to learn quickly, work independently and to be effective in a fast-paced, dynamic, entrepreneurial environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with stakeholders over the phone.
• Ability to learn and navigate new software quickly.
• Strong attention to detail, dependability, and follow-through.
• Ability to travel (mileage will be paid according to Epic policies and procedures).
• Passionate commitment to the mission of school choice.
• Ability to maintain professional confidentiality and comply with FERPA guidelines.

Language Skills:

• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write speeches and articles for publication that conform to prescribed style and format.
• Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

• To perform this job successfully, an individual should have knowledge of Zoom, Google applications, Microsoft Excel, Word, and PowerPoint.
• Must have knowledge of web conferencing/meeting tools.
• Must have a high aptitude to learn new software as necessary for the business operations of the school.

Certificates, Licenses, Registrations:

• Current driver's license and valid car insurance.

Other Qualifications:

• Must be able to pass a state-mandated background check after a conditional offer of employment is made.
• Must have favorable employment references.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and/or move up to 10-25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 50 pounds with assistance. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position reports to the Asset Office in Oklahoma City, but also must travel to various Epic offices and public meetings as needed. The noise level is quiet to moderately loud (when students are present).

Epic Charter Schools is an Equal Opportunity Employer.

For reasonable accommodations of a disability during the hiring process, please email Epic.hr@epiccharterschools.org. Someone will call you to discuss further.

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