IT Support Technician - Bastrop, TX

IT Support Technician
- Bastrop, TX

Position

Reports To:

IT Support Manager

Location: This role in-person supports our campuses in Bastrop, 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, ChromeOS, 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 identify opportunities for improvement.
• Collects and incorporates user feedback to help enhance service quality and satisfaction.

• Are flexible and adaptable in a fast-paced, ever-changing environment
• Are excited to contribute to a growing and changing organization
• Can build strong relationships with diverse stakeholders
• Are committed to restorative justice and keeping students in class to learn
• Know how to look for clarity in moments of ambiguity
• Are receptive to consistent feedback and coaching
• Are resilient through challenges with a sense of optimism and perseverance
• Have a track record of going above and beyond in the service of students and families

COMPASS ROSE Public Schools does not discriminate on the basis of race, color, national origin, age, sex, or disability, in admission or access to, or treatment of…