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Salary Range:

$57,500.00 - $67,000.00 USD annually.

As part of Arizona State University’s charter to provide access and excellence, ASU Preparatory Academy (ASU Prep) shares this commitment by demonstrating all students can achieve at the highest levels, regardless of their background. To scale our current impact, ASU Prep is advancing a major expansion program taking fundamental responsibility for the communities we serve.

The IT Support lead is a pivotal, entry-level leadership position tasked with leading technology initiatives across all Immersion campuses. This role is perfect for a motivated individual with a knack for technology and a passion for education. The IT Support Lead will act as the liaison between our IT department, school leadership, and external support partners, including but not limited to Arizona State University, to ensure our technology needs are met and exceeded.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Education Technology, or a related field.

• 3-4 years of experience in a technology role, with a preference for experience in an educational setting.

• Proven project management skills, with a track record of leading successful technology projects.

• Active AZ Department of Public Safety (DPS) IVP Fingerprint Clearance Card.

• Any equivalent combination of experience, training and/or education from which comparable knowledge, skills and abilities may be considered. 

DUTIES AND RESPONSIBILITIES:

• Oversee the Global Partnership ticketing queue, ensuring tickets are monitored, prioritized, assigned, and escalated appropriately to ensure timely resolution and adherence to service-level expectations. 

• Manage and oversee organizational Zoom and telephony needs in partnership with ASU, including service administration, user support, issue resolution, vendor coordination, and escalation of service-impacting issues 

• Serve as the primary Zoom administrator; that includes documentation; number porting, provisioning, auto receptionists, IVR, multiple sites, call queues, emergency services, reporting, and shared lines

• Lead the development and enforcement of technology-related policies and procedures, and SOP ensuring they support our educational goals and comply with regulatory standards.

• Support a customer-focused approach to resolving technology issues, assisting the IT help desk team in ensuring a smooth technological experience for all campus operations.

• Provides periodic updates, reports, and recommendations to management, regarding best practice.

• Responsible for Helpdesk reporting, KPI monitoring, and trend analysis for all teams utilizing the Helpdesk platform.

• Act as point of contact for escalation, assist in troubleshooting or redirecting accordingly. 

• Available for on-call emergencies such as widespread outages outside of normal business hours.

• Onsite campus support 2 - 3 times per week or as needed.

• Additional duties may be assigned as necessary.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Knowledge of networking, Microsoft Windows and VoIP.

• Knowledge of the latest educational technology tools and trends.

• Effective organizational, written, and oral communication, interpersonal skills with a focus on customer service.

• Ability to train and mentor other technicians and student workers.

• Strong, interpersonal and customer service skills.

• Ability to work with little to no supervision.

• Ability to articulate, represent professional demeanor and ability to take initiative.

• Ability to manage multiple priorities and adapt to changing needs.

• Use of a proactive, problem-solving mindset focused on efficiency and user satisfaction.

• Demonstrated ability to develop KPIs and metrics for performance management.

• Demonstrated ability to develop Standard Operating procedures and enforce them.

• Demonstrated ability to work with third party vendors and partners within service management.

• Knowledge with common e-learning tools and platforms such Canvas, Infinite Campus, ClassLink.

• Ability to manage and oversee the Raptor and IP based PA system integration and responsible for overseeing regularly scheduled testing at sites. 

• Demonstrated exceptional interpersonal and communication skills, capable of working effectively with technical teams, educational leaders, and external partners.

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 frequently required to stand and talk or hear and sometimes walk and sit. The employee must use hands, arms and fingers to input data, handle, feel or reach. While performing the duties of this job, the employee may occasionally push or lift up to 50 lbs. such as boxes, supplies, etc. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, and the ability to adjust focus, close vision, distance vision, color vision, peripheral vision and depth perception.

LOCATION:  

Hybrid

TRAVEL: 

Occasional travel may be required for site visits, meetings, trainings and/or conferences. Locations may vary and may require overnight stays.

This job description is subject to change at any time.