Field Services Technician

POSITION: Field Services Technician REPORTS TO: Director of Support Services POSITION TYPE: 12-month START DATE: Immediate COMPENSATION: $24.34 - $28.60/hr EVERY OPPORTUNITY STARTS WITH A YES 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 2,300 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 ROLE When you join the YES Prep team, some of the exciting work and responsibilities will include: Responding to technical requests via telephone, email, instant messaging, ticketing system and other means of communication; 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; Facilitating staff development in technology and advise the user on appropriate actions; Logging all interactions in the ticketing system, tracking requests and documenting resolutions; Maintaining and/or creating a process for student homebound check-out/check-in; Conducting research on questions, using available information resources; Assisting with the development of technical resource documentation; Staying current with system information, changes, and updates; 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, resilience, and humility. Other traits needed and desired for this role are: THE MUST HAVES At least 1 year of hands-on information systems At least 1 year of hands-on helpdesk, deskside, and remote support experience with a strong customer support emphasis Fundamental working knowledge of relevant software, hardware, and other equipment Ability to travel 30% of the time to YES Prep campuses Strong customer service and written communication skills, and ability to pay attention to detail Detail-oriented, self-directed, initiator, problem-solver, and creative thinker 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 Microsoft 365 Fundamentals 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 $600 towards a Health Savings Account, in addition to a variety of supplemental benefits including Dental, Vision, Disability, Life, etc. Employees must work 20+ hours a week to be eligible for a full spectrum of benefits, and 10 hours a week minimum for medical benefits. Retirement Plans – Participation in Teacher Retirement System of Texas and a 457b Retirement Plan. Paid Time Off – Employees working 20+ hours a week receive 15 days of Paid Time Off in addition to the system closures during the Academic Calendar. Paid Leave Programming – In the event you need to be out due to medical needs (including maternity and paternity leave), YES Prep offers paid leave, paid out at 100%, based on eligibility and tenure. Professional Development - YES Prep values longevity and performance over time. We invest in developing leaders through high-quality programs, effective coaching, and ongoing professional development. Award Winning Culture – The strong cultures of our campuses and Home Office are just one of many reasons we were named Houston’s Best Place To Work in 2018, 2019, and 2021. We won the 2012 Broad Prize for Excellence in Urban Education and were a 2016 finalist as well. WE ARE DEEPLY COMMITTED TO EQUITY & DIVERSITY YES Prep strives to recruit a diverse team of leaders. We believe there is a transformative academic and social benefit for students when their teachers and leaders reflect a diversity of backgrounds. Ninety-five percent (95%) of staff members agree that the organization provides a welcoming environment given their background and identity according to our latest system survey. YES Prep is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, ethnicity, religion, gender, sexual orientation, gender expression, national origin, disability, age, marital status, military status, pregnancy, or parenthood.