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IT Support Technician – School Systems & User Support

MGRM Pinnacle Inc. (Pinnacle Charter Schools) is seeking an IT Support Technician – School Systems & User Support to be based at our Tempe, Arizona location. The individual will join our collaborative, innovative, and student- and staff-support focused culture while providing both hands-on and remote technical support to staff and students across our organization. This role is primarily based in Tempe, Arizona, but requires regular travel to support other Pinnacle Charter Schools locations throughout the state.

Pinnacle Charter Schools operates a blended technology environment that includes Microsoft Windows-based systems, cloud-based applications, Google Workspace, and Chromebook devices used in both instructional and operational settings.

This is a full-time, entry-level, non-exempt position.
The primary role of this position is to provide a single point of contact for end-users across the various locations within Pinnacle Charter Schools.

The Responsibilities Include:

Installing, diagnosing, repairing, maintaining, and upgrading desktop and laptop hardware and equipment within Microsoft Windows and Chromebook-based environments to ensure optimal workstation and classroom device performance.
Troubleshooting problem areas (via remote support tools, in person, by telephone, or via e-mail) in a timely and accurate manner.
Supporting technology needs across both administrative offices and classroom environments.

Essential Job Functions and Responsibilities:

Provides IT support for desktops, laptops, Chromebooks, printers, peripherals, classroom technology, and telephone systems.
Responsible for technical support, first-line problem/outage analysis, triage, and resolution.
Answers and responds to help desk calls and self-service requests for assistance from users needing technical support.
Assists with Chromebook setup, deployment, inventory tracking, troubleshooting, and basic Google Workspace for Education support.
Assists with Windows device imaging, configuration, deployment, and maintenance.
Provides support for Microsoft O365 and Google Workspace user accounts and applications.
Identifies the need for and develops step-by-step guides, SOPs, and Support FAQs for end users.
Provides exemplary customer service and professionalism in efforts to resolve incidents.
Provides coordination and support for the management of incoming trouble tickets and their subsequent follow-up and closure.
Troubleshoots and resolves hardware and software related problems with minimal supervision.
Identifies and distinguishes common types of LAN, wireless, Wi-Fi, and Internet connectivity problems and resolves them with little or no supervision.
Applies standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems.
Identifies patterns in incidents and helps maintain documentation necessary to efficiently resolve recurring problems.
Maintains awareness of change management schedules for potential service disruptions.
Maintains a working knowledge of the technical applications and functions needed to support users.
Provides timely communication on issue status and resolution.
Updates user access for approved IT applications for new and current employees.
Maintains a site-wise inventory of desktops, laptops, Chromebooks, monitors, keyboards, networking devices, and related equipment.
Assists with daily technology activity tracking, reporting, and inventory updates.
Assists with facility maintenance related projects and tasks as needed.
Accomplishes all tasks and duties as may be assigned.

Education, Knowledge and Skills:

Associate degree preferred.
- Creditable experience or technical training may be considered in lieu of formal education.
Two (2) years of relevant work experience in computer/network maintenance, desktop support, troubleshooting Windows environments, Chromebook support, or applications support.
Experience imaging and preparing laptops/desktops for deployment using various tools.
Working knowledge of personal computing hardware/software, local area networks, wireless networking, and peripherals.
A+, Network+, Google Workspace/Chromebook support experience, or related certifications preferred.
Excellent technical knowledge of desktop hardware and software.
Experience with Windows operating system installation and support.
Experience with Microsoft O365 and Google Workspace support preferred.
Basic networking and Wi-Fi troubleshooting experience preferred.
Ability to communicate effectively, both verbally and in writing, with technical and non-technical end users.
Hands-on hardware troubleshooting experience.
Ability to conduct research into PC/device issues and products.
Ability to present ideas in user-friendly language.
Ability to work independently while supporting a collaborative team environment.
Must possess a valid Arizona driver’s license, maintain reliable personal transportation, and be willing and able to regularly travel between school sites throughout Arizona.

Body Positions / Lifting Requirements:

This position involves primarily:

_____ Sedentary work, lifting a maximum of 10 pounds; walking/standing occasionally.
_____ Light work, frequently lifting up to 10 pounds; frequent standing/walking.
x Medium work, frequent lifting/carrying of up to 25 pounds.
_____ Heavy work, frequent lifting/carrying objects 25–50 pounds.
_____ Very heavy work, frequent lifting/carrying of objects exceeding 50 pounds.

Additional Requirements:

Must reside in the State of Arizona.
This is an on-site position based out of Tempe, Arizona, with occasional travel to other school locations throughout Arizona.
Candidates should be comfortable working in a school environment that supports both online and site-based students.

MGRM Pinnacle Inc. / Pinnacle Charter Schools is committed to creating a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected status under applicable law.

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