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Network and Support Administrator - technical support - job employment

City: San francisco bay area
Date: 22 May 2020
Category: Technical Support

At Rocketship Public Schools, we believe in the infinite possibility of human potential. We believe that every student deserves the right to dream, to discover, and to develop their unique potential. And it is our responsibility and our privilege to unleash the potential inside every Rocketeer we serve. Our non-profit network of public elementary charter schools propels student achievement, develops exceptional educators, and partners with parents who enable high-quality public schools to thrive in their community. We are a collective of parents, teachers, leaders, and students working together to transform the future for underserved communities across our country. At Rocketship Public Schools, we are unleashing potential.

This will be the first time we are hiring an internal Network and Support Administrator reporting to the Director of Technology Solutions. The right candidate will be open to and immersed in a continuous cycle of learning, leading, owning, implementing, and supporting the technology tools, infrastructure, and cloud support systems.
The candidate will be learning, administering, implementing, and working with next generation technology such as cloud and data dashboard systems, implementing comprehensive cybersecurity controls, leading the infrastructure upgrades, assisting with the migration to the Apple ecosystem of tools, and contributing significantly towards our long-term initiatives of artificial intelligence services, including automation, self-healing tools, and decision-making systems. The Network and Support Administrator will perform basic to moderate technical installation, configuration, and maintenance duties of increasing complexity which includes managing and administering the network/wireless infrastructure and other systems. This classification requires prior advanced computer support experience, moderate networking experience, and moderate cloud server experience. The candidate will be open to new ideals, adapting to change, supporting the team and contributing to establishing a foundation of technology success for all stakeholders.

Essential Functions
-Manage, configure, administer, patch, support and troubleshoot the network infrastructure, including router, firewall, switches, and wireless access points
-Manage the multi-vendor fiber optic telecommunications support relationship
-Oversee and/or support the administration of Jamf including policy, application and hardware deployment (macbook, apple tv, ipads), as well as Google Apps and Chromebooks
-Collaborate, lead, and/or support on assigned technology project/systems rollouts such as next generation endpoint protection, helpdesk, single sign on, automation tools, Microsoft Azure, cloud printing, and artificial intelligence services
-Coach and mentor IT Specialists staff as assigned
-Serve as the primary point person for all technology related issues at assigned schools and the network support team
-Provide superior customer service and build relationships with both the NeST team and school site leadership team
-Install, assess, configure, maintain, troubleshoot, and repair/warranty all school technology equipment (including, but not limited to laptops, TVs, projectors, wireless HDMI, printers, copiers, other classroom technologies) and software
-Collaborate, lead and or own sections of the current ITSM framework and cybersecurity framework implementation work
-Primary point person for supporting one or multiple assigned systems such as Zoom (Zoom Rooms and Zoom Phone), Crowdstrike, Google Apps, Meraki Dashboard, Azure, Jamf, etc.
-Participate and support staff hardware rollout, hardware refresh cycle, and systems migration
-Proactively address (routine checklists) technology issues at school sites, and provide updates to both the tech solutions team and the schools team
-Diligently follow up on open helpdesk tickets and collaborate with external consulting team as needed
-Support existing staff Windows, Macbook and limited staff BYOD laptops
-Provide backup remote technical support via phone and video conference as assigned
-Support the personalized learning team and assessment testing teams
-Provide data driven recommendation for technology system improvement
-Owns the network asset management and collaborate with IT specialists on device asset management
-Serve as senior technical escalation point of contact for IT Specialists

Additional Responsibilities
-Manage shipping, receiving of technology purchases / verifies as assigned
-Participate in onboarding new IT specialists and culture building activities
-Share and engage in technical enthusiasm and curiosity
-Lead and work on other non-technical projects as needed
-Document technology systems and updating as needed
-Champion technology solutions team
-Attend regular staff meetings
-Support knowledge management initiatives including staff tech self-service

-Deep commitment to Rocketship’s mission, and desire to have an impact in an innovative and high-performing organization. Passion for unleashing potential in all students is a core part of our culture, and a critical value of successful “Rocketeers” across all roles!
-3-5 years of working experience troubleshooting and resolving issues related to multi diverse technology environment including printers, projectors, ipads, video conference, MacBooks, Windows, and Chromebooks
-2-3 years of working experience in systems/network, wireless administration/troubleshooting, including VLAN configuration, static or dynamic routing, skilled at subnetting, DHCP/static reservations management, firewall routing, DNS/QOS management, web/application content filtering, cloud server management, wireless management, and establishing multi-site and or to cloud VPN.
-Good understanding of the OSI model, including key network concepts such as ARP, NAT, latency, VoIP, IPv4, IPv6, Multicasting, SSH, Telnet, Bonjour, and OSPF
-Understanding differences between IDS and IDP
-Ability to travel to travel to the schools in your assigned region
-Experience configuring, repairing, and administering technology tools
-Moderate understanding of systems administration; experience administering Google Apps or other software systems including Jamf is a plus
-Solid working understanding of networking and troubleshooting issues, including using wireless analysis tools such as WireShark or Fluke Wireless or MetaGeek
-Willingness and focused on delivering academic success
-Knowledge sharing mindset to promote the successes of others
-Ability to be a liaison between those who “speak tech” and those who “use tech”
-Passion for creative problem-solving constant improvement -- not satisfied with the way things are but constantly thinking about how we can improve things
-Deep belief in user-centered design, with an eye for setting up systems and processes that are user-friendly, especially for school employees
-Ability to communicate effectively in person, via videoconference, and via email across multiple regions
-Must be a good listener and enjoy collaboration with teammates with diverse opinions and backgrounds

Work Location
Bay Area, California, with specific work locations across Redwood City, East Bay, and San Jose

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