Remote Desktop Support Technician

Desktop Support Technician

12-Month position

Who we are:
Reach Cyber Charter School is a tuition-free online public K–12 school in Pennsylvania, connecting students with certified teachers and a high-quality curriculum. Authorized by the Pennsylvania Department of Education in 2016, Reach Cyber Charter School is state certified and open to students throughout Pennsylvania with a vision to inspire and nurture future success for all students. Our Reach family promotes a vision that provides a collaborative team environment and allows you to utilize various resources to inspire and nurture future success for all students in Pennsylvania.

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:

• Uses helpdesk ticketing system to maintain reported incidents throughout the ticket lifecycle
• Assists staff and families with issues regarding computers, phones, tablets and peripherals
• Coordinates 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

• Minimum
  
  Education/Certification:
  • 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 )
• Experience Requirements:
  • Prefer one (1) year of experience in information systems support

Knowledge / Skills / Abilities

• 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
• Ability to work well both independently and in group settings as a member of the IT team
• Be resourceful using supplied documentation, tools, and solutions
• Shows great pride in completed work

Essential Functions / Duties / Responsibilities:

• Must reside in the state of Pennsylvania
• Ability to pass the background checks required for all school employees in
• This position could include limited travel and could include limited overnight

What we offer you for all your hard work

Reach Cyber Charter School is dedicated to providing our employees with a comprehensive benefits package offering flexibility to customize benefits to meet your needs by offering major medical, dental, and vision; HSA and FSA; company paid Basic Life/AD&D, STD, LTD and EAP; a retirement plan; voluntary Life/AD&D; as well as 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.