Tier 1 Support Specialist

Detroit, MI

Summary

A member of the Technology Department, the Tier 1 Technician is the first point of contact for all issues related to technology in the District. The Tier 1 technician will serve as a liaison between the staff and Tier 2 technicians. The Tier 1 technician will ensure effective and efficient service to the staff of the District.  

Our mission is to prepare students for success in life. If you are dedicated to a pursuit of excellence both in yourself and our students; if you are self-motivated; if you are an innovator and if you want to play a key role in changing young lives --we are looking for U. 

Role Responsibilities

  • The Tier 1 tech is the first point of contact for staff. Answer initial telephone and/or email inquiries of staff; Troubleshoot and manage simple hardware, software or network problems. If Tier 1 technician unable to fix problem, then Tier 1 technician will escalate the issue to the Tier 2 technician that services that particular District;
  • Provide helpdesk support via phone, computer, in person and/or through the ticketing system for most issues related to desktop software
  • Create detail work logs and document all technical issues that have been submitted from beginning to end within the ticketing system that is being used
  • Follow up with staff to communicate when a Tier 2 technician will be out to troubleshoot issue if Tier 1 technician is unable to resolve issue
  • Tier 1 technician will follow up on any outstanding requests and ensure resolution of that requests in a timely matter
  • Provide support with audio and video equipment in conference rooms in the District
  • Responsible for taking the minutes during staff meetings
  • Assist customers with password resets;
  • Create and/or delete accounts for customers
  • Institute protocols for the use of technology throughout the District
  • Support and assist team in planning and implementation of special projects
  • Analyze metrics to evaluate IT system performant and recommend improvements
  • Perform root cause analysis of complex system problems and provide corrective actions for the issue/s
  • Prepare IT communications to disseminate to staff and management
  • Manage Sys Aid build to ensure seamless implementation
  • Train all staff on the use of computer network virtually or on site.
  • Develop system and performance models, graphs, charts and specifications of systems to staff when needed
  • Manage and monitor internal assets to ensure accurate inventory records
  • Responsible to maintain technology licensures and schedule upgrades

PowerSchool Responsibilities

  • Create/ delete accounts for staff, teachers and parents in PowerSchool
  • Create and maintain security access and system settings for all users
  • Maintain the current PowerSchool and PowerTeacher environment; Recommend improvements for processes and workflow with the platforms;
  • Provide assistance for student information accounts; Develop attendance and grade reports; Assist with student registration, scheduling, discipline and test reporting; Assist with enrolling and withdrawing students in PowerSchool
  • Administer and coordinate PowerSchool and PowerTeacher trainings to new and current staff in the District
  • Serve as second line support to help des and school-based specialists on end user questions and issues with PowerSchool and PowerTeacher
  • Plan and execute basic database functions as required/related to system operations
  • Create and maintain reports within platform
  • Change end user permissions as necessary
  • Recommend system improvements for PowerSchool
  • Audit data to ensure accuracy and troubleshoot issues within the database, including data validation errors
  • Troubleshoot operational and software problems, determine cause of error or stoppage, apply corrective techniques or obtain support from software manufactures(Macroconnect)
  • Performs other duties as assigned.

Education

  • High School Diploma
  • Associates degree preferred

Experience

  • At least 2 years of hands-on work experience in Information Technology support
  • Experience with troubleshooting and repairing technology devices
  • Experience with education platforms, such as PowerSchool, PowerTeacher, SysAid
  • Previous experience in an educational environment is desired

Skills

  • Ability to distill essential findings from analysis, determine root causes, and suggest ways to improve current practices
  • Strong communication skills, verbal and written
  • Critical thinking skills
  • Convey technical language to other IT professionals;
  • Ability to explain issue to staff in non-technical terms

Demonstrates U Prep’s Core Values

  • We work well by ourselves and teams
  • We care about people
  • Our actions have a purpose
  • We think big and do
  • Learning is exciting

Benefits

  • Medical coverage
  • 401(k) - up to 6% matching
  • Eight sick and four personal days
  • Year round staff earn vacation days
  • Attendance & Core Value bonuses
  • Career development

Detroit 9090 is an equal opportunity employer and prohibits discrimination of any kind. All employment decisions with Detroit 9090 are based on district needs, job requirements, and individual qualifications, without regards to race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.