Job Description

Job Location: Home Support Office - Los Angeles, CA 90026
Position Type: Full TimeEducation
Level: See

Qualifications
Salary Range: $22.00 - $25.27 Hourly

Job Shift: 12-Months
Job Category: Information TechnologyCamino Nuevo Charter Academy (CNCA) is a network of charter schools serving students across the TK-Post Secondary continuum in the Greater MacArthur Park neighborhood of Los Angeles.  Pueblo Nuevo Education Development Group (PNEDG) is CNCA’s resource development and capacity building arm. PNEDG invests in young people to foster personal transformation and generational social change.  PNEDG staff support and build capacity for CNCA schools in achieving their vision.  The organizations are grounded in the beliefs that public education is a civil right and all students deserve an excellent education that will prepare them for success in life. At CNCA/PNEDG, we recognize that lower income and immigrant communities often face institutional and cultural barriers that create impediments to students’ success, and that an excellent education must eliminate these barriers. We integrate a strong focus on progressive, research-based academics with a holistic, place-based approach to serving our students. Currently, CNCA has six campuses that serve approximately 3,500 students from TK through 12th grade. Our goal is for CNCA graduates to be equipped with the skills, knowledge, and worldview necessary to be literate, critical thinkers and independent problem solvers.
Organizational Leadership Capacities
We believe that every individual who works at the Camino Nuevo Charter Academy Home Support Office must embody key mindsets and possess foundational skills to contribute to the organizational leadership of the organization.
Mindsets
- Commitment to and belief in CNCA’s mission and vision
- Belief in and embodiment the CNCA Anchors in all aspects of the work
- Commitment to the vision of a progressive, socially-just education and is able to inspire others towards that vision
- Solution orientation and belief in supporting others to be the same
- Commitment to an asset-based, capacity-building approach
- Commitment to equity, diversity and inclusion
Skills
- Ability to support an inclusive, positive and high performing culture
- Ability to take ownership in the day-to-day and overall success of the organization
- Ability to think critically, use sound judgment and problem solve
- Ability to work independently and proactively and to seek support and guidance when appropriate
- Strong organizational and time management skills, with an ability to prioritize competing projects in a fast-paced, fluid environment
- Effective collaboration with individuals at all levels of the organization
- Respect, humility and discretion to work effectively with all stakeholders, including colleagues, families and members of the community
- Strong self-awareness and ability to reflect
Location:   Home Support Office
Supervisor: Director of Information Technology
Position:   Full Time, Hourly

, Non-Exempt
Work Periods: 12 Month
The Opportunity
The Technology Support Specialist I installs, configures, troubleshoots, and services networked workstations, video and multimedia, and related equipment and software used in administrative and instructional environments. Participates in installations and configurations, assists with maintenance of server hardware and software for local networks. Provides technical support and help functions that relate to computer hardware and software, data communications, and connectivity.
The Technology Support Specialist I will work with IT Staff in the daily triage of service requests submitted by schools and provide technical expertise as required to facilitate school demands.  The Technology Support Specialist I progressively demonstrate improvements in their skillset either by serving as School Site Technician for Camino Nuevo Charter Academy, or based on their verified job responsibilities from previous employment.
Responsibilities
Strategy and Vision Setting Responsibilities
- Serve as a member of the IT Team contributing expertise in Technical Support to inform the overall vision and strategy of the IT Department
- Contribute to the development of strategic plan for the ongoing success of the IT Team
- Support the research and development of a cohesive plan for technology support.
- Collaborate in the development of structures and processes to increase the level of excellence across supporting all CNCA schools on computer and software issues.
- Monitor the effectiveness of Help Desk Support through the use of key metrics
- Elevate challenges that arise within Help Desk Support and work with Director of Technology to inform and improve work
- Understand and navigate the political, social, economic, legal, and cultural context facing urban charter schools and the students they serve
Administrative Management and Compliance Responsibilities
- Train, support and assist School Site Technicians
- Perform duties of School Site Technicians as needed
- Provide technical assistance to users on computers and software programs including remote access and on the proper use of peripheral equipment use to enhance presentations and viewing
- Troubleshoot and perform various technical computer and peripheral repair duties that include, but are not limited to, the identification, testing, diagnosis, and replacement of components.
- Performs software tests and updates
- Replace parts as required
- Provide support, including procedural documentation and relevant reports
- Support the roll-out of new applications
- Set up new user accounts and profiles and resolve password issues
- Work on a task until completion (or referral to third parties, if appropriate)
- Prioritize and manage many open cases at one time
- Test and evaluate new technology
- Assist with e-mail account issues/questions
- Assist staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- Create/change/delete all network accounts and passwords
- Participate in installing and configuring upgrades to existing networks that enhance continuous operations, desired performance, and service.
- Install and configure networked computer users, e.g., computers, printers, cabling, and peripheral communications equipment
- Receive and resolve user support tickets. Document work requests and resolutions. Promote the use on online helpdesk.
- Provide technology orientation and training to CNCA schools and staff
- Re-image computers as needed
- Direct the work of external technical consultants who provide routine on-site tech support to each school site as well as Home Support Office
- Other duties as assigned
NON-DISCRIMINATION STATEMENT
Camino Nuevo Charter Academy (CNCA) prohibits discrimination, harassment, intimidation and bullying in educational programs, activities, or employment on the basis of actual or perceived ancestry, age, color, disability, gender, gender identity, gender expression, nationality, race or ethnicity, religion, sex, sexual orientation, parental, pregnancy, family or marital status, military status or association with a person or a group with one or more of these actual or perceived characteristics. Camino Nuevo Charter Academy requires that school personnel take immediate steps to intervene when safe to do so when he or she witnesses an act of discrimination, harassment, intimidation, or bullying.
Questions or complaints of alleged discrimination, harassment, intimidation and bullying, equity or Title IX equity and compliance concerns should be directed to Margarita Domingo, Vice President of Human Resources. She can be reached at (213) 417-3410 or by mail at 3435 W Temple St. Los Angeles, CA 90026.

Qualifications
- Associate’s Degree or two (2) years of college experience or two years combination of education and related work experience
- 1-2 years of experience working in mid-size technology environments supporting at least 100 individuals
- Coaching/Management experience required
- Technical experience supporting:
- - Operating system user and troubleshooting Windows 10, Mac OS (Catalina or Newer), iOS 13 and higher, Chrome OS devices
- - Google Suite Management (resetting passwords, Chromebook enrollment)
- - Support for school software applications, such as Google Classroom, Classlink, Google Meets, Microsoft Teams, etc
- - Ability to troubleshoot classroom technology, such as document cameras, Smartboards, projectors, etc
- Spanish and English fluency preferred
- Ability to troubleshoot computer issues; inquisitive working style and desire to get to the root of technology issues
- Possession of a valid California driver's license
- Reliable transportation and possession of the minimum required insurance coverage as mandated by the state of California for operation of a vehicle
- Ability to work independently and with a team in a fast-paced environment
- Prior experience working with students in an academic or recreational setting preferred
- Excellent organizational, planning and implementation skills
- Strong interpersonal skills
- Positive energy and the ability to be a strong role model for students
- Experience or commitment to working on a team as well as working across teams