Job Title: IT Support Specialist I

Department: Technology

Reports To: Service Desk Manager

Compensation Range: $50,000

Classification: Non-classified

Summary:

If you are looking for an exciting way to make a difference in the lives of students and families, Epic Charter School may be for you!  Our goal is to allow our students to be all that they can be while bringing teachers and families together educationally to realize each student’s individual potential.  Part of our uniqueness is that we are not a standard brick-and-mortar school - we work within a blended virtual environment.  

We are seeking an IT Support Specialist to assist teammates through technical support escalations as well as providing hands-on support to personnel at sites in Central Oklahoma as needed.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Diagnose, repair, and maintain devices (Chromebook, iPad, PC, Mac, various MiFi hotspots)
• Set up and configure devices
• Assist teammates through technical support escalations
• Manually deploy software and utilize mass-deployment and imaging tools such as ManageEngine Endpoint Central, Windows Deployment Services, Google Workspace, Apple School Manager, and Jamf
• Directly support and troubleshoot issues related to:
• Zoom and Google Meet
• Adobe Creative Suite
• Microsoft 365 and Google Workspace productivity apps
• Filtering via Securly, Lightspeed, and others
• Most flavors of web browser
• IP Telephony softphone clients
• Receive support escalations from other Technology teams for various technical issues
• Assist with occasional hands-on technical support needs for personnel at our sites around the state
• Perform other functions that may be assigned by the Administration and/or supervisor.

Supervisory Responsibilities: 

• No supervisory responsibilities

Education and/or Experience:            

• Associate’s Degree or higher in a Technology-related field, or equivalent experience
• 1-3 years experience with desktop support in a helpdesk environment (we use Freshservice)
• Experience providing support for remote users / inquiries.
• Familiarity with State Testing in Oklahoma

Qualifications:

• Demonstrate excellent interpersonal skills, written skills, and organization.
• Demonstrate excellent self-motivation and problem resolution skills.
• Relationship-building and relationship management skills Excellent organization and time management skills
• Ability to learn quickly, work independently and to be e?ective in a fast-paced, dynamic, entrepreneurial environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with stakeholders over the phone
• Ability to learn and navigate new software quickly
• Strong attention to detail, dependability, and follow-through
• Ability to travel (mileage will be paid according to Epic policies and procedures)
• Passionate commitment to the mission of school choice
• Ability to maintain professional con?dentiality and comply with FERPA guidelines

Language Skills:

• Ability to read, analyze, and interpret internal communications, financial reports, and legal documents. 
• Ability to respond to common inquiries or complaints from families or members of the business community. 
• Ability to communicate effectively with students, families and coworkers, both verbally and in writing.  

Mathematical Skills:

• Basic math skills required

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions. 

Computer Skills:

• To perform this job successfully, an individual must have advanced Excel skills (required.)
• Familiarity with Access and Google Sheets.
• Computer pro?ciency in Windows, Microsoft O?ce and Google Suites required.
• Must have a high aptitude to learn new software as necessary for the business operations of the school.

Certificates, Licenses, Registrations:

• Current driver's license and valid car insurance

Other Qualifications:

• Must be able to pass a state-mandated background check after a conditional offer of employment is made
• Must have favorable employment references

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10-25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 50 pounds with assistance. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position reports to the Asset Office in Oklahoma City, but also must travel to various Epic offices and public meetings as needed. The noise level is quiet to moderately loud (when students are present.)