Technical Operations Support Level 2

Responsibilities

• Providing technical assistance and customer friendly support for incoming queries and issues related to systems, software, and hardware in a youth-facing environment
• Manage deployment of IT assets. Including laptop, laptop storage
• Maintaining IT resources, including Macs, Windows PCs, Chromebooks, printers, smartboards, etc.
• Managing users via G-Suite and Active Directory
• Set up and manage Audio/Video equipment for school events and meetings
• Following up with customers to ensure issue has been resolved.
• Documenting all issues and resolutions in ticketing system.
• Performing knowledge transfer between team members for any new technology or procedures
• Training computer users in using technology resources.
• Onboarding new users, including installation and preparation of new computers and software
• Respond to escalations from team, and escalate issues to appropriate resources as needed
• Work on IT projects and tasks as assigned by manager
• Keep on top of current technologies

Qualifications

• Associates Degree or higher and 1+ years of experience in an IT related field or High School Diploma and 3+ years of experience in an IT related field
• 3-5 years of experience supporting Chromebook, Windows 7/10, and MAC OS X operating systems
• 3-5 years of experience managing Mac OS computers with JAMF Casper suite
• 3-5 years of experience managing users and groups with Active Directory
• 3-5 years of experience with G-Suite – user management, listservs, classroom, chromebooks
• Ability to work under pressure in a school environment.
• Intermediate understanding and experience in networking principles, including TCP/IP protocols
• Effective understanding of typical desktop applications including Microsoft Office, Chrome, Firefox, Acrobat, etc.
• Ability to effectively communicate by phone, in writing, or in person.
• Ability to prioritize and multitask.
• High energy, passion, and dedication
• Customer service oriented approach to support

Physical and Environmental Conditions

• Occasional prolonged and irregular hours; frequent standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 50 pounds; prolonged use of computer and repetitive hand motions; occasional work on­-call and after hours.

Compensation

• DREAM offers a competitive salary commensurate with relevant experience with the potential for an annual performance-based increase. The incoming salary range for this position is $60,000-$70,000. New hires are typically brought into the organization at a salary closer to the start of the range depending on qualifications and internal equity. All staff are eligible for annual performance-based increases.
• We offer a comprehensive benefits plan, covering the majority of the employee premium for medical plans and subsidizing the majority of costs for a spouse/domestic partner and children. Other benefits include dental and vision plans, disability, life insurance, parenting benefits, flexible spending account options, generous vacation time and paid holidays, referral bonuses, professional development, an employee assistance program (EAP) and a 403(b) plan with employer matching up to 4%.

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PI204670600

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