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 Director of Information Technology, the IT Support Technician’s primary role is to ensure secure account access and identity management for all Reading Partners’ enterprise technology systems within the IT system portfolio. This role is critical in supporting Reading Partners’ goals and objectives because it provides all stakeholders with access to the proper tools and systems to successfully perform their jobs.

The IT Support Technician (ITST) is responsible for effective provisioning, administration, and maintenance of systems, software, and IT infrastructure. The ITST ensures our staff members have access to our systems and networks, as requested, and follows procedures that align with organizational values and policies. The ITST will also assist Reading Partners project teams with account access management-based technical issues as needed. 

What you’ll do:

Provide account management for all of Reading Partners’ systems.

• Create, change and delete users accounts via Okta
• Add and delete roles
• Conduct password resets
• Document and update all procedures around this

Support the service desk work request queue by managing specific tickets that are assigned to you such as: 

• Backup and restore data from IT-owned and operated systems
• Onboarding and Offboarding ticket requests
• Manage all security attributes of a user or role
• Troubleshoot System and Computer related issues first before escalating
• Perform assigned entry-level Salesforce tasks as needed
• Assist in troubleshooting RP system outages
• Create and verify backup user data on GSuite

Assist in Administering Reading Partners’ Systems

• Manage Security and Accounts within Okta
• Daily management of Computer hardware through Kandji
• Grant permissions to The Library security groups 
• Provide ongoing support to users and provide oversight of who can access/edit certain pages
• Assist with Jira Service Desk improvements and assist with the upcoming move to cloud-based version
• Assist with Sophos AV Console Management

Assign tickets  to the appropriate team member, as needed

Additional duties as needed.

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, via phone, and in person, etc.

Service Orientation: 

• Maintain a positive, open attitude and collaborative approach toward working with others. Provide excellent customer service.

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, gPanel, Meraki Cloud Security Appliance Port, Salesforce Admin Portal, Spanning backup and archival, various antivirus, Cloud management tools as needed). Leverage remote support and access tools to support users remotely 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
• 2+ years’ experience in IT system administration

• Extensive experience with Service Desk Management tools and problem resolution
• Advanced knowledge of various remote support tools
• Advanced knowledge of system vulnerabilities and security issues of IT managed systems
• Boast a deep belief in our mission
• Root your work in our core values
• Can prove eligibility to work legally in the U.S.
• Hold a bachelor’s degree or equivalent experience

Bonus Points if you:

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

What we offer:

Reading Partners offers the full package – great benefits, a great place to work and the opportunity to have a glowing and growing career. 

• We offer a competitive salary commensurate with experience. This is a full-time non-exempt position. Pay starts at $25 an hour.
• We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, 403(b) match option, and Employee Assistance Program (EAP). 
• We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us.

The other things you need to know:

• Hours: The hours for this position are 8:00 am - 4:30 pm Pacific Time.
• Travel: This position may be required to travel occasionally to other RP regional office locations across the country.
• Typical Physical & Mental Demands: Requires prolonged sitting with some bending, stooping and stretching, and eye-hand coordination and manual dexterity sufficient to operate a keyboard, telephone, photocopier, calculator and other office equipment.  Requires normal range of hearing and eyesight to communicate with volunteers and staff. Also requires flexibility to readily adapt to a changing environment.

What’s Next?

If you’re interested in joining our Reading Partners team, please submit the following application materials to our online job posting:

• A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role. Please include your compensation needs. 
• Resume