Help Desk Technician - Tier 2

Community College Preparatory Academy Public Charter Schools•Washington, DC

7h•$55,000 - $85,000•Onsite

About The Position

Community College Preparatory Academy (CCPrep) is hiring a Tier 2 Help Desk Technician in its Information and Infrastructure Systems department. The campus-based role resolves escalated technology issues with patience, technical discipline, and clear communication so that learning and work can continue. The technician supports endpoints, applications, accounts, networks, classroom technology, peripherals, designated ticketing and asset systems, Google and Microsoft services, and Canvas access. The position reports to the Director of Information Systems and has no direct reports, though it may provide technical guidance to Tier 1 staff, student workers, vendors, and users during incident resolution and technology deployments. The role prioritizes technology barriers that affect learners’ instruction, participation, or assessment, coordinates accessible solutions, and confirms restoration of access. It also supports technology deployments, inventory, preventive maintenance, and events; maintains accurate and confidential records; and uses incident patterns and user feedback to recommend and verify improvements. Technology assets are managed within the IT function in coordination with the Business Manager, who is responsible for organization-wide asset management. The position is full-time and nonexempt, based on campus in Washington, DC. The stated salary band is $55,000–$85,000 annually. Some evening or special-event coverage may be required. Essential duties must be performed with or without reasonable accommodation.

Requirements

Hands-on experience supporting Windows and/or macOS, productivity applications, user accounts, and common network issues.
High school diploma or equivalent.
At least two years of relevant administrative, customer-service, technical, or program-support experience.
Reliable follow-through and sound judgment.
Respectful communication skills.
Ability to maintain accurate and confidential records.
Ability to perform essential duties with or without reasonable accommodation.

Nice To Haves

Additional education or job-related training.
Hands-on experience with help-desk ticketing, Google Workspace or Microsoft 365, identity and access, endpoint support, LMS support, and electronic asset-management tools.
CompTIA A+, Network+, Microsoft, Apple, ITIL, or equivalent certification.
Associate degree or recognized job-related credential.
Experience supporting adult learners or working in a school, nonprofit, workforce, or community-service environment.
Proficiency with commonly used office, student-information, or service-management systems.

Responsibilities

Diagnose and resolve escalated endpoint, application, account, network, classroom-technology, and peripheral issues.
Document incidents, troubleshooting, resolutions, assets, and recurring problems in the service system.
Provision and maintain devices, applications, accounts, and access according to approved controls.
Promptly escalate security, privacy, outage, and vendor issues.
Create usable knowledge articles and coach Tier 1 staff or end users.
Support technology deployments, inventory, preventive maintenance, and event needs.
Prioritize technology barriers that interrupt learners’ instruction, participation, or assessment; coordinate accessible solutions and verify restoration of access.
Coach learners and staff with clear, patient steps that build confidence and independent use of approved learning tools.
Use incident patterns and user feedback to recommend technology or knowledge-resource improvements and verify that recurring problems decline.
Deliver respectful, equitable technical support that protects learner well-being and enables positive working relationships; collaborate with colleagues and use professional learning to strengthen service.
Maintain reliable information resources and support structures, prioritizing capacity according to learning impact and documented user needs.
Administer and support the designated ticketing system, Google and Microsoft services, Canvas access, endpoints, accounts, and IT asset records in AssetPanda or the approved asset system.
Maintain accurate ticket, knowledge, device, assignment, and access records; escalate application-owner issues appropriately.
Manage technology assets within the IT function and coordinate with the Business Manager on organization-wide asset management.
Meet approved response, communication, and resolution standards for assigned requests; maintain clear, reusable ticket documentation and accurate categorization.
Recommend root-cause or prevention measures for recurring issues and ensure devices, access, and inventory changes are authorized and recorded.
Triage and resolve learning-critical incidents in a timely manner and confirm that learners or instructors can resume activities.
Review user feedback and support records to improve access, usability, service, staff capability, and recurring learning barriers; escalate unresolved barriers.
Maintain complete, traceable tickets, knowledge articles, device records, assignments, and account changes; consistently categorize recurring issues and route them to accountable system owners.