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Charter Schools USA · 1 month ago

IT Technician, Sup Cntr

Fort Lauderdale, FL

Full-time

Onsite

Mid Level

4+ years exp

Charter Schools USA (CSUSA) is a leading education management company dedicated to providing high-quality education to students across multiple states. The IT Technician Support Center role involves supporting personal and company equipment, ensuring the functionality and safety of data, and delivering exceptional customer service to clients. The position requires attention to detail, effective communication, and collaboration with the IT team to meet customer needs.

Responsibilities

Provide exceptional customer service

Communicate effectively and timely to clients and supervisor

Provide customer support through remote access and onsite presence

Monitor support requests for rapid resolution and trend analysis

Incorporate customer feedback, data, and observations for continuous improvement

Recommend and/or develop solutions to meet clients' needs

Promptly inform supervisor of any issue out of their scope or skill range

Maintain disaster recovery and prevention, and business continuity procedures

Participate in offered training programs to increase skill and proficiency related to assignments

Provide or facilitate training for individuals, as needed

Review current developments, literature, and technical sources of information related to job responsibilities

Ensure adherence to safety procedures

Follow federal and state laws, as well as company policies

Qualification

Apple device supportWindows device supportAndroid device supportOffice 365/Microsoft 365Technical support experienceCustomer service experienceService desk experienceCommunication skillsProblem-solving skillsTeam player

Required

Demonstrates a high level of professional integrity and discretion

Ability to effectively walk customers through processes, setups, etc

Ability to create and/or maintain easy-to-use documentation

Demonstrates enthusiasm and commitment toward the job and the mission of the company

Supports company's goals and strategic priorities and values

Follow company's policies, procedures and guidance

Demonstrates excellent oral (including presentations and phone etiquette), written (clear and concise), and interpersonal (active listening) skills, and ability in negotiating and influencing

Demonstrate compassion and empathy when confronted with issues with a positive and passionate attitude

Is truthful and forthcoming with relevant information

Works and interacts with staff and relates to individuals at all levels of the organization. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image

Ability to organize and manage multiple priorities

Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance

Strong customer orientation

Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful

Demonstrates poise, tact, and diplomacy to handle sensitive and confidential situations in a professional and ethical manner

Act as a strong team player on a high-performance team

Proven track record for analyzing complex problems/issues, understanding root cause of issue and interaction of various components, identifying patterns, and recommending creative solution

Proactive and takes initiative

Thinks creatively

Drives projects to completion

Insists on highest level of quality

Strong operating and troubleshooting knowledge of current Apple, Windows, and Android devices

2+ years experience using and supporting Office 365/Microsoft 365

4+ years experience in direct technical support roles

4+ years customer service experience in retail and/or IT operations

Bachelor's degree or equivalent education in a related IT related field

Service desk and ticketing system experience

Excellent technical and research ability

Must have transportation to various facility sites as required. If using own motor vehicle, must possess a valid driver's license and proof of insurance that meets the minimum standards of the State

Travel outside designated assigned location and/or outside of the state may be required for event support