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Field Service Technical Assistant

4 months ago

Houston, United States YES Prep Public Schools Full time

**POSITION**:Field Service Technical Assistant

**REPORTS TO**:Director of Support Services

**POSITION TYPE**:12-month

**START DATE**:Immediate Hire

**COMPENSATION**:$19.84 - $23.32/hour

At YES Prep, work for a mission that impacts the life trajectory of students and their families. YES Prep creates pathways to extraordinary opportunity through best-in-class development, competitive compensation and benefits, and recognition for your impact. Grow as an authentic leader and be part of an equity driven, team-oriented culture.
- Our campuses are advancing educational equity. Some quick stats about us:

- 19,500 Students
- 2,100+ Team Members
- 15 Secondary Campuses
- 9 Elementary Campuses
- 92% Students Who Qualify for Free/Reduced-Price Lunch
- 96% Hispanic & African-American Students
- 90% Students Who Are Accepted to a 4-Year University
- 88% First-Generation College Students
- Ranked in the Top 100 High Schools in the Nation, _U.S. News & World Report_

We serve the students of Houston, Texas, the 4th largest city across the United States. There are over 20 public-school districts and other great public charter school options within Houston’s city limits serving our increasing population. We are a rapidly growing organization, committed to creating life-changing opportunities for over 23,000 students by 2025.

**THE OPPORTUNITY**

YES Prep needs a dynamic (title of role) with a diverse set of experiences, to make our mission a reality. As a YES Prep employee, you will achieve jaw-dropping results, create pathways to opportunity for our students, build transformative relationships, and eliminate educational inequities to advance social justice.
- To put it simply, you will support the technical needs and provide exceptional customer service to the staff that directly impact our students’ education.

**THE **ROLE**
- When you join the YES Prep team, some of the exciting work and responsibilities will include:

- Meeting defined ticketing system metrics for Service Level Agreements, average response time, average resolution time, and number of reopened tickets;
- Performing diagnosis and resolving technical hardware and software issues; remotely or on-site;
- Logging all interactions in the ticketing system, tracking requests;
- Identifying and escalating situations requiring urgent attention;
- Maintaining inventory and maintaining all YES Prep technology;
- Informing management of recurring issues;
- Demonstrating knowledge and support of the mission, values, policies and procedures, confidentiality standards, and code of ethical conduct outlined in YES Prep’s Employee Handbook;
- Ensuring compliance with all state and federal laws, local board policies, administrative guidelines, and the Texas Educators’ Code of Ethics;
- Performing a variety of tasks, often changing assignments on short notice, with little to no direction;
- Participating in workshops, seminars, training, and conferences to enhance knowledge and skills;
- Serving as a role model for YES Prep colleagues, students, staff, and parents;
- Communicating with others effectively and appropriately;
- Demonstrating professional, ethical, and responsible behavior;
- Conducting yourself in a professional manner;
- Additional duties as assigned.

**THE PERSON**
- We seek staff with diverse backgrounds, talents, interests, and ideas. Certain traits consistently shine through for our most successful employees: passion for the mission, drive for results, care for students, and resilience. Other traits needed and desired for this role are:

- THE MUST HAVES
- At least 1 year of hands-on information systems
- Ability to travel 50% of the time to YES Prep campuses
- Ability to effectively prioritize and execute on multiple tasks at once
- Ability to work outside of normal hours and on weekends
- Belief in and commitment to the mission and core value of YES Prep Public Schools
- Openness to giving and receiving frequent feedback
- Ability to maintain emotional control under stress
- Ability to work urgently in a fast-paced and results-oriented environment
- Creates and maintains positive working relationships on a team and/or in a highly collaborative environment
- A dedication to learn, grow, and develop as a professional

THE MUST HAVE BELIEFS
- Belief in and commitment to the mission and core value of YES Prep Public Schools
- Desire to disrupt systemic status quos in education
- Willingness to go above and beyond to disrupt said status quos
- Passion to develop resiliency through a relentless pursuit of jaw-dropping results
- Conviction that high expectations + high accountability = high performance and high growth

THE NICE TO HAVES
- Bachelor’s Degree from an accredited four-year education institution
- CompTIA A+ Certification

**THE PERKS**
- ** Compensation** - **This position is a non-exempt, hourly position; offers commensurate with experience.

***
- **Health and Supplemental Insurance** - A $0 monthly medical option that includes