Technology Support Technician

Partners for Rural Impact • Berea, KY

8d • Hybrid

About The Position

Partners for Rural Impact’s (PRI) ultimate goal is for an America where all kids are successful, regardless of zip code, income, background, or ability. At PRI, our focus is on ensuring that all children in rural places achieve success. Partners for Rural Impact was born out of our place-based partnership in Appalachia, where we’ve worked for 25 years to create student opportunity and success. Position Summary The Technology Support Technician reports to the Associate Director of Information Technology. This role provides technical support, systems management, and training for PRI’s technology infrastructure, including but not limited to hardware support, software support, troubleshooting, configuration, and training. The Technician will use strong communication and support skills to ensure an exceptional experience for end users. The position leads and operates with the goal that All Rural Students Succeed .

Requirements

• Industry certification such as CompTIA A+, Network+, or Security+ preferred
• At least 2 years of technology related experience
• Demonstrated knowledge of hardware, software, networking, and technical support procedures
• Proficiency working within Microsoft Office applications and ability to operate software on a variety of platforms
• Demonstrated ability to build relationships and work collaboratively with others
• Strong organizational skills with a demonstrated ability to manage multiple priorities efficiently and effectively
• Must have access to reliable transportation
• Successfully complete pre-employment background check
• Ability to work in a high energy office
• Ability to accurately communicate and exchange information with partners, stakeholders, and/or meeting participants
• Ability to occasionally lift up to 25 lbs
• Ability to travel independently by car and plane regionally and nationally
• Ability to operate standard office equipment
• Work in a fast-paced setting with frequent interruptions and shifting priorities
• Occasional work in hot, dusty, or cramped environments

Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via email, phone, chat, or in person for hardware, software, or network issues
• Perform in-person and remote troubleshooting to determine the best solution based on the issue and details provided
• Identify , research, and resolve a variety of technical problems for end users
• Provide technical assistance through information sharing and hands-on problem-solving support
• Deliver basic technology training to end users
• Escalate unresolved or complex issues to the next level of support personnel
• Follow up with end users, provide updates, and manage issues through resolution
• Conduct technology onboarding sessions for new staff
• Manage and organize technology inventory
• Oversee the repair process for devices under warranty
• Manage the surplus process for devices retired from service
• Coordinate with operations staff and new users to arrange in-person pickup or shipment of equipment
• Collaborate with the information systems team to support organizational computing and IT systems
• Assist in creating and maintaining training manuals and recommend improvements to procedures
• Maintain and update documentation related to tasks, procedures, and IT policies
• Document troubleshooting steps and resolution processes; contribute to internal platforms housing technical documentation, manuals, and IT policies
• Support staff training workshops focused on new technologies and internal technology policies and procedures
• Other roles/duties will be assigned as necessary to assist and support in the attainment of our mission, All Rural Students Succeed

Benefits

• PRI offers a wide array of benefit options, to meet the financial, educational, and health needs of you and your family.
• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.
• Flexible spending accounts, plus an employee assistance program.
• Life and long-term disability insurance and retirement plan.
• Generous paid time off work options including vacation, sick leave, and annual holidays, in addition to paid parental leave.
• Tuition assistance and professional development for employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed