Technical Support Manager jobs in Pocatello, ID

Are you interested in making a significant impact in students’ lives? Would you like to be part of a team that is committed to do whatever it takes to make every student successful? Gem Prep is seeking an entrepreneurial spirit who is committed to excellence and has a desire to join a fast-growing team.
Gem Prep is a network of K- 12 college preparatory schools. At least sixty percent of Gem Prep students will graduate high school with an associate’s degree and the remainder will graduate with at least 18 college credits. During the elementary years, Gem Prep believes in building a strong academic foundation to prepare students for the rigorous learning environment in grades 7-12.

Gem Prep views itself as a catalyst for changing K-12 education in Idaho, with an impact that extends beyond our schools to benefit students throughout the state. Our focus is to improve post-secondary preparedness and achievement for all students. Gem Prep Schools are part of the Gem Innovation Schools organization that serves K-12 students throughout Idaho, operating seven charter schools in Nampa, Meridian, Twin Falls, Pocatello and a statewide virtual school. Please see www.gemprep.org for more information.

Gem Prep students develop the following competencies by the time they graduate high school. Gem Prep staff are expected to possess each of these same competencies.

• Self-Aware, Self-Directed, and Self-Disciplined
• Creative Problem-Solver
• Skilled Communicator and Collaborator

Summary of Position
The Technical Support Specialist will maintain and troubleshoot hardware and software across various platforms (Laptops, Chromebooks, Video Teleconferencing)) to ensure that students, teachers, and staff can efficiently carry out their educational and administrative tasks. Responsibilities include receiving, prioritizing, documenting, and actively resolving end-user help requests through diagnostics, a ticketing system, and direct hands-on assistance. The role requires excellent communication skills to clearly explain solutions to non-technical users and may involve collaboration with IT team members on technology deployments and user training. This position reports to the Director of Information Technology and may require flexible availability for urgent issues outside standard school hours. Salary starts at $33,405. 00 Annually or DOE. Please apply and see additional details at https://gemprep.org/gem-prep/employment-opportunities/

Responsibilities
Responsibilities include, but are not limited to the following:

• Support and Troubleshooting:
• Field incoming help requests from parents, students, and staff via telephone, email, Zoom, and a ticket system, ensuring a courteous and efficient response.
• Diagnose and repair hardware issues, including replacing broken parts on laptops, Chromebooks, and printers.
• Apply diagnostic utilities and consult online knowledge bases, including software updates and FAQs, to aid in problem resolution.
• Perform hands-on fixes at the device level, such as installing and upgrading software, implementing file backups, and configuring systems and applications.
• Provide both onsite and remote support, including for mandatory State testing at remote office locations as needed, with site administrator approval.
• Documentation and Escalation:
• Document all user information and the nature of problems in the ticket system.
• Prioritize and escalate support requests as necessary to appropriate technology department team members.
• Record, track, and document the request process in the ticket system, noting all decisions and actions up to the final resolution.
• Develop and maintain help sheets, knowledge base articles, and FAQs based on resolved issues to assist end users.
• Training and Knowledge Development:
• Identify and learn about the software and hardware being supported by the organization.
• Assist in developing training materials and procedural documentation for users.
• Device Management and Distribution:
• Prepare, configure, and ship devices such as laptops, Chromebook, and printers to enrolled students, ensuring devices are operational and in good condition.
• Receive returned devices, assess their condition, perform necessary repairs or updates, and maintain accurate inventory records in an Asset Management System.
• Inventory and Maintenance:
• Maintain a comprehensive technology inventory for student families, staff, and the technology department.
• Travel to remote locations as necessary to support technology needs and ensure continuity across all sites.
• General Duties:
• Perform additional duties consistent with the scope and intent of the position as required.

Physical Demands/Environmental

• This position may require travel to all Gem Prep locations throughout the State of Idaho.
• Occasional travel out of Idaho if necessary for training opportunities.
• Frequent virtual meetings.

Working at Gem Prep
Gem Prep focuses on hiring and developing great employees with high expectations and provides robust support to meet those expectations. Gem Prep expects the following:

• Results. Gem Prep works relentlessly to create efficient, measurable, and sustainable results. We strive for excellence and pursue our mission tenaciously. Ideally, you thrive working in a fluid environment where flexibility and tenacity are required.
• Innovation. We embrace new approaches and ideas that have a powerful impact on learning and teaching, achieving success for every student. We believe that today’s students need schools that dramatically rethink the traditional learning and teaching process for the success of every student. The status quo is not acceptable.
• Integrity. We are truthful, fair, and trustworthy in all aspects of our work. We expect the same of you.
• Humility. If you are humble and teachable, this will be a powerful learning experience for you. Your humility will be key to building trusted and authentic relationships as well as the key to your professional growth. We also understand that you bring valuable experiences and knowledge that will lift our team.
• Teamwork. We value each of our team members as individuals but believe that we achieve the greatest results by working together.

Qualifications

• Educational and Certification Requirements:
• BS degree in Information Technology, Computer Science, or equivalent work experience.
• A certification or relevant professional certification is a plus.
• Technical Skills:
• Experience troubleshooting and repairing a variety of technology, including laptops, Chromebooks, wireless and wired networks, video teleconferencing systems, and associated software.
• Proficiency with operating systems including Microsoft Windows, iOS, Chrome OS; knowledge of Unix/Linux and MacOS is advantageous.
• Experience with G Suite for Education, Microsoft Office, and Google Apps.
• Demonstrated skills in the installation, operation, maintenance, and repair of computer systems and networks.
• Knowledge of network systems, data flow theory, and basic networking principles.
• Familiarity with diagnostic utilities and basic troubleshooting for connectivity issues, printers, and driver problems.
• Communication and Interpersonal Skills:
• Exceptional written and verbal communication skills.
• Strong interpersonal skills with a focus on rapport-building, listening, and questioning.
• Professional and Personal Attributes:
• Highly organized, detail-oriented, and capable of managing multiple projects and adjusting priorities autonomously.
• Strong analytical, critical thinking, and problem-solving skills.
• Ethical behavior and a professional demeanor.
• A passion for education and a commitment to supporting the needs of Gem Prep and its students.
• Ability to stand or sit for extended periods and lift up to 50 pounds of hardware and peripherals.
• Experience working in a K-12 environment is desirable.
• Aptitude for working effectively with children, parents, and staff members.

Hiring is done without regard to race, color, religion, national origin, sex, age or disability. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. Gem Prep is a DRUG FREE WORKPLACE. It is a condition of employment with Gem Prep that employees comply with this policy.
Any information provided by applicants in seeking a position with Gem Prep shall be truthful and accurate. If an investigation should disclose untruthful or misleading answers, an application may be rejected, applicants may be removed from consideration, or employment with Gem Prep may be terminated.

Job Type: Full-time

Pay: From $33,405.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Pocatello, ID 83202 (Required)

Ability to Relocate:

• Pocatello, ID 83202: Relocate before starting work (Required)

Work Location: In person