IT Support Technician – National

Reading Partners is changing the education landscape. We are a leader in working to solve the literacy crisis in our country by leveraging community volunteers in under-resourced schools. Our diverse and expansive volunteer base provides one-on-one tutoring to students twice weekly, and our program is proven to help children master the reading fundamentals they need to unlock their potential as successful, happy, and confident readers in school and in life. Our people are our heartbeat and our greatest resource; we are all passionately rallied around our mission to help children become lifelong learners by empowering communities to provide individualized instruction that works. Join our stellar team leading the charge to deepen our impact and expand our service. Watch this video to learn more about Reading Partners.

The high level:
Reporting to the IT Support Manager, the IT Support Technician s primary role is to ensure that Reading Partners staff can use our technology to perform the functions of their jobs, in a way that preserves the confidentiality, integrity and availability of proprietary data. This role is critical in supporting Reading Partners goals and objectives, as technology is integral to all job functions at Reading Partners.

The IT Support Technician (ITST) is responsible for effective provisioning, configuration, administration, and maintenance of systems, software, and IT infrastructure. The ITST ensures our staff members have the appropriate level of access to our systems and networks, as required for their jobs, and follows procedures that align with organizational values and policies.

What you ll do:
Provide account management for all of Reading Partners systems (OKTA, Google Workspace, Microsoft 365, Zoom, Adobe Suite, Box, Kandji):

• User account adds, moves, and changes in OKTA.
• Assist with password resets.
• Document and update procedures.
• Track and report on assets and software usage.

Support the service desk ticket queue by managing assigned tickets, including:

• Triage service requests and assign as appropriate.
• Restore data from IT-owned and operated systems
• Complete onboarding and offboarding requests in a timely manner.
• Manage security attributes of users and roles, to ensure the appropriate level of access.
• 1st and 2nd level troubleshooting of system and network issues. Work with senior members of the team or escalate as needed.
• Restore user data as needed.

Additional duties as assigned.

How you ll do it:
Communication: Effectively and efficiently communicate with a wide variety of staff and stakeholders across all levels of the organization via email, phone, and video conferencing.

• Service Orientation: Maintain a positive, open attitude and collaborative approach toward working with others. Provide excellent customer service – follow up, and follow through on all issues and see them through to resolution.
• Detail Orientation: Demonstrate an ability to see and pay attention to details, recognize the component parts of a process, and verify the correctness and/or errors in parts of the process.
• Results Orientation: Demonstrate an ability to identify actions necessary to achieve goals and to maintain results. Able to meet schedules, deadlines, etc.
• Technical Expertise: Demonstrate a technical savvy to leverage the administrative tools available for all RP systems within the IT portfolio (GSuite Admin, Meraki Cloud Security, Spanning backup and archival, antivirus, cloud management tools as needed). Leverage remote support and access tools to support users across the U.S.

About you!
You ll be successful in this role if you have:

• Mid-level to advanced experience with Mac and Windows administration and toolset (the Reading Partners environment consists of 80% MacOS, 15% Chromebooks, and 5% Windows)
• 2+ years experience in IT system administration
• Experience with service desk tools for managing, tracking and routing issues.
• Experience with remote support tools
• Knowledge of system vulnerabilities and security issues of IT managed systems, with an emphasis on prevention and remediation
• Boast a deep belief in our mission
• Root your work in our core values
• Can prove eligibility to work legally in the U.S.
• Hold a bachelor s degree or equivalent experience
• COVID-19 vaccination is required unless a medical or religious accommodation is requested and approved. Please review our Vaccination Policy.

Bonus Points if you:

• Are an AmeriCorps, Peace Corps, or other national service alum/alumna
• Have experience working in launch or growth phases of organizations

What we offer:

Reading Partners offers the full package – great benefits, a great place to work, and the opportunity to have a glowing and growing career.

• We offer a competitive salary commensurate with experience. This is a full-time non-exempt, hourly position. Pay for this position is at $30.00 per hour.
• We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, 403(b) match option, and Employee Assistance Program (EAP).
• We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us.

The other things you need to know:

• Hours: Standard working hours, to match the location of the hired candidate.
• Travel: This position may be required to travel occasionally to other RP regional office locations across the country.

What s Next?

If you re interested in joining our Reading Partners team, please submit the following application materials to our online job posting:

• A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role, and your hourly compensation needs.
• Resume

At Reading Partners we respect and honor the diversity in our workforce, and we are an Equal Opportunity Employer.