Field Service Technical Assistant chez YES Prep Public Schools

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, Home Office Grade 1

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 a high-performing, team-oriented culture.  

Some quick stats about us:

• 21,000+ Students
• 2,400 Team Members
• 16 Secondary Campuses
• 11 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 robust 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, and build transformative relationships.

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 a multitude of backgrounds, talents, interests, and ideas. Certain traits consistently shine through our most successful employees: passion for the mission, drive for results, care for students, and resilience. Other traits needed and desired for this role are:

THE MUST HAVES

• At least 1 year of hands-on information systems
• Ability to travel 50% of the time to YES Prep campuses
• 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 values 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

THE PERKS

• Compensation – This position is a non-exempt, hourly position. Offer is a set hourly rate for all candidates.

• Health and Supplemental Insurance – A $0 monthly medical option or a $24 monthly option that includes $50 YES Prep Paid Health Savings Account contribution, 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 an optional 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.

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.