IT Support Technician - Bastrop​/Manor, TX

IT Support Technician - Bastrop/Manor, TX

Position

Reports To:

IT Support Manager

Location:

This role in-person supports our campuses in Bastrop and Manor, TX

• High school diploma or equivalent required; post-secondary education preferred.
• Proven experience delivering exceptional customer service in a technical support role.
• Strong written and verbal communication skills.
• Technical certifications (e.g., CompTIA A+, Google IT Support) and K–12 technology experience are a plus.
• Familiarity with Windows 10, Chrome
  
  OS, macOS, and iOS.
• Experience with Google Admin Console and Windows device imaging.
• Basic hardware repair for Chromebooks and laptops.
• Understanding of MDM systems and content filtering (e.g., CIPA compliance).
• Ability to diagnose TCP/IP networking issues.
• Knowledge of asset management practices.
• Proficient with major internet browsers (Chrome, Edge, Safari, Firefox).

• The salary range is $39,000-$47,000.
• Health benefits include medical, dental, vision, and supplementary coverage with multiple plan options and telehealth services.
• Mental Health and Wellness Supports:
  Employee Assistance Access for All Employees, with counseling services available. If on benefits, additional wellness resources are available.
• Employer-paid long-term disability and life insurance.
• Paid local personal days, paid bereavement leave, and paid parental leave, as well as all school holidays.
• Participation in the Texas Teacher Retirement System (TRS).

You are the front line for technology and part of a team of IT professionals who provide desktop, server, and networking support for Compass Rose Public Schools. This role will involve troubleshooting a variety of technical issues daily, as well as repairing hardware that supports the day-to-day operations of the organization as well as the instructional program.

• Provides Tier 1–2 desktop support to teachers and staff by diagnosing, troubleshooting, and repairing issues with Windows, iOS, and Chrome OS devices.
• Supports other technology devices, including printers, projectors, cellular phones, and classroom equipment.
• Installs and troubleshoots client, cloud, and network-based software.
• Prepares and deploys new hardware, including imaging, configuring applications, asset tagging, and providing initial user training.
• Utilizes the ticketing system to receive, prioritize, and resolve support requests.
• Meets department standards for ticket volume, resolution time, and customer satisfaction.
• Documents policies, procedures, and knowledge base articles to improve technical support.
• Conducts asset audits and maintains inventory accuracy.
• Assists campuses with device distribution during the end-of-year and beginning-of-year transitions.
• Travels between locations to provide on-site support.
• Manages onboarding and offboarding tasks such as account setup, access provisioning, and device reassignment.
• Performs routine maintenance, updates, and health checks to proactively prevent issues.
• Support IT Cyber Security best practices, including password management, security compliance, and incident reporting.
• Delivers basic user training on systems and tools.
• Follows escalation protocols for unresolved issues.
• Participates in incident response and disaster recovery processes.
• Supports lifecycle management, including asset retirement and secure disposal.
• Monitors support trends to inform process improvements.
• Works independently with minimal supervision, maintaining focus and accountability in a dynamic support environment.
• Demonstrates strong time management and organizational skills to effectively balance priorities and meet service expectations.

• Provides exceptional customer service.
• Adheres to IT standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
• Resolves IT-related issues, service requests, and problems within established parameters.
• Provides status updates to users on the status of their service requests and incidents.
• Collaborates with peers and supervisors to evaluate performance metrics and…