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 Manager, the IT Support Technician’s primary role is to ensure that Reading Partners’ staff can use our technology to perform 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 the 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 follow procedures that align with organizational values and policies.

This remote position requires candidates to reside within one of Reading Partners’ regions: Baltimore, MD, Denver, CO, Charleston, SC, Los Angeles, CA, New York City, NY, North Texas (Dallas and Fort Worth), San Francisco Bay Area, CA, Seattle, WA, Twin Cities, MN, Tulsa, OK, and Washington, D.C. Work hours are based on East Coast time (9 AM - 5 PM Eastern Time).

What you’ll do:

Provide account management for all of Reading Partners’ systems (Single Sign-on with MFA, Google Workspace, Microsoft 365, Zoom, Adobe Suite, Box, Mac Mobile Device Management, Asset Management platform, and Zendesk service ticketing System).

Manager user account adds, moves, and changes in our Single Sign-on Platform

• 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 staff and AmeriCorps 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 MacOS, Chromebooks and 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
• Demonstrate a commitment to race, equity, diversity, and inclusion in your leadership
• Display a deep belief in our mission and root your work in our core values
• Ability to prove eligibility to work legally in the U.S. and that you are at least 18 years of age

Bonus Points if you:

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

The other things you need to know:

• This position is remote but requires candidates to reside within one of Reading Partners’ regions: Baltimore, MD, Denver, CO, Charleston, SC, Los Angeles, CA, New York City, NY, North Texas (Dallas and Fort Worth), San Francisco Bay Area, CA, Seattle, WA, Twin Cities, MN, Tulsa, OK, and Washington, D.C.
• Hours: Work hours are based on East Coast time (9 AM - 5 PM Eastern Time).
• Travel: This position may be required to travel occasionally to other RP regional office locations across the country.

Reading Partners’ compensation and benefits programs are designed to attract, motivate, engage, and retain top talent to propel our mission forward. We aim to set salaries based on objective, external, high-quality market data. Our salaries are adjusted for candidates in different geographic regions. We do our very best to ensure that we’re bringing our best offer - therefore we do not engage in salary negotiations.

• This is a full-time, non-exempt, hourly position. The pay range for this position is $34.30 - $40.36 per hour and is contingent on geographic location. After submitting an application, candidates who move forward in the hiring process are provided with the salary for their geographical location.
• We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, an Employee Assistance Program (EAP), and currently a 403(b) match option.
• Flexible PTO
• Professional development reimbursement funds up to $1,000 per year
• We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us