IT Support Technician – School Systems & User Support

IT Support Technician – School Systems & User Support

MGRM Pinnacle Inc. (Pinnacle Charter Schools) is seeking an IT Support Technician – School Systems & User Support to be based at our Tempe, Arizona location. The individual will join our collaborative, innovative, and student- and staff-support focused culture while providing both hands-on and remote technical support to staff and students across our organization. This role is primarily based in Tempe, Arizona, but requires regular travel to support other Pinnacle Charter Schools locations throughout the state.

Pinnacle Charter Schools operates a blended technology environment that includes Microsoft Windows-based systems, cloud-based applications, Google Workspace, and Chromebook devices used in both instructional and operational settings.

• This is a full-time, entry-level, non-exempt position.
• The primary role of this position is to provide a single point of contact for end-users across the various locations within Pinnacle Charter Schools.

• Installing, diagnosing, repairing, maintaining, and upgrading desktop and laptop hardware and equipment within Microsoft Windows and Chromebook-based environments to ensure optimal workstation and classroom device performance.
• Troubleshooting problem areas (via remote support tools, in person, by telephone, or via e-mail) in a timely and accurate manner.
• Supporting technology needs across both administrative offices and classroom environments.

• Provides IT support for desktops, laptops, Chromebooks, printers, peripherals, classroom technology, and telephone systems.
• Responsible for technical support, first-line problem/outage analysis, triage, and resolution.
• Answers and responds to help desk calls and self-service requests for assistance from users needing technical support.
• Assists with Chromebook setup, deployment, inventory tracking, troubleshooting, and basic Google Workspace for Education support.
• Assists with Windows device imaging, configuration, deployment, and maintenance.
• Provides support for Microsoft O365 and Google Workspace user accounts and applications.
• Identifies the need for and develops step-by-step guides, SOPs, and Support FAQs for end users.
• Provides exemplary customer service and professionalism in efforts to resolve incidents.
• Provides coordination and support for the management of incoming trouble tickets and their subsequent follow-up and closure.
• Troubleshoots and resolves hardware and software related problems with minimal supervision.
• Identifies and distinguishes common types of LAN, wireless, Wi‑Fi, and Internet connectivity problems and resolves them with little or no supervision.
• Applies standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems.
• Identifies patterns in incidents and helps maintain documentation necessary to efficiently resolve recurring problems.
• Maintains awareness of change management schedules for potential service disruptions.
• Maintains a working knowledge of the technical applications and functions needed to support users.
• Provides timely communication on issue status and resolution.
• Updates user access for approved IT applications for new and current employees.
• Maintains a site-wise inventory of desktops, laptops, Chromebooks, monitors, keyboards, networking devices, and related equipment.
• Assists with daily technology activity tracking, reporting, and inventory updates.
• Assists with facility maintenance related projects and tasks as needed.
• Accomplishes all tasks and duties as may be assigned.

• Associate degree preferred.
  • Creditable experience or technical training may be considered in lieu of formal education.
• Two (2) years of relevant work experience in computer/network maintenance, desktop support, troubleshooting Windows environments, Chromebook support, or applications support.
• Experience imaging and preparing laptops/desktops for deployment using various tools.
• Working knowledge of personal computing hardware/software, local area networks, wireless networking, and peripherals.
• A+, Network+,…