Field Service Technical Assistant

Job Description

POSITION: Field Service Technical Assistant

REPORTS TO: Director of Support Services

POSITION TYPE: 12-month

START DATE: Immediate Hire

COMPENSATION: $19.84 - $23.32/hour

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
• 2,100+ 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 OPPORTUNITY

YES Prep needs a dynamic (title of role) with a diverse set of experiences, to make our mission a reality. As a YES Prep employee, you will achieve jaw-dropping results, create pathways to opportunity for our students, build transformative relationships, and eliminate educational inequities to advance social justice.

To put it simply, you will support the technical needs and provide exceptional customer service to the staff that directly impact our students’ education.

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;
• Logging all interactions in the ticketing system, tracking requests;
• 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 ba