POSITION: Field Services Technician
Director of Support Services
LOCATION: Houston, Texas
THE CHALLENGE & OPPORTUNITY
Across the nation, only half of all students from low-income communities graduate from high school and only 10% earn a college degree. Even though 84% of their students are economically disadvantaged, YES Prep provides evidence that different outcomes are possible.
Ninety-seven (97%) of YES Prep alumni matriculate to college within one year and alumni like Eddie Zapata are earning their college degrees at four times the rate of their peers with similar socioeconomic backgrounds. How do they do this? Each of YES Preps 18 campuses serves 6th-12th graders like Monique Bowie.
Students typically enter YES Prep one or more grade levels behind but quickly find themselves on a different life trajectory as a result of transformative relationships with teachers and leaders and access to excellent educational opportunities.
As the first minority-majority city, Houstons schools cannot keep up with demand from students like Eddie and Monique. Houston is the 4th largest city (on track to become the 3rd), and this booming population translates into 7,000 families on YES Preps waitlist.
YES Preps student enrollment is estimated to grow from 12,600 to 17,000, between now and 2023.
YES Prep needs a dynamic and diverse Field Services Technician 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 play an integral role in providing customer support onsite at designated campuses on YES Prep-supported computer equipment, applications and platforms, and troubleshoot problems to advise on the appropriate actions to resolve the issue(s).
We seek staff with diverse backgrounds, talents, interests, and ideas to meet the needs of our growing body of students. Certain traits consistently shine through for our most successful employees: passion for the mission, drive for results, care for students, resilience, and humility.
When you join the YES Prep team, some of the exciting work will include:
Responding to requests for technical assistance in via phone, email, instant messaging, ticketing system and other means of communication
Providing point of field escalation support from the Central Support Team
Diagnosing and resolving technical hardware and software issues
Researching questions using available information resources
Advising user on appropriate action
Following all Information Services policies and procedures, with a focus on standard Field Technician procedures
Logging all interactions in ticketing system
Engaging escalation resources as appropriate while maintaining accountability to the user through to resolution
Meeting defined metrics for meeting service level agreements, ticket average response time, ticket average resolution time, and number of reopened tickets
Taking inventory and maintaining all YES Prep technology and hardware at designated campus(s)
Identifying and escalating situations requiring urgent attention
Tracking and routing problems and requests and document resolutions
Informing management of recurring problems
Staying current with system information, changes and updates
Maintaining and creating process for student laptop cart check-out/check-in
Developing resource documentation including how-to docs, policy docs, wikis, and screencast videos
Facilitating staff development in the proper use of technology
Additional duties as assigned
THE MUST HAVES
1 year minimum hands on information systems experience with a strong emphasis on customer support
Working knowledge of fundamental operations of relevant software, hardware and other equipment
Knowledge of relevant call tracking applications
Knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing helpdesk support
Belief in and commitment to the mission and core value of YES Prep Public Schools
Openness to giving and receiving frequent feedback
Demonstrated ability to work on a team
Ability to juggle multiple tasks and initiatives at once
Ability to maintain emotional control under stress
Frequent prolonged and irregular hours of duty, including evenings and weekends
THE NICE TO HAVES
Associates Degree or higher preferred
Applicable industry certifications strongly preferred: Comptia A+, MCSA: Windows 10, ITIL Foundation, HDI-SCA
Experience instructing adults in the appropriate use of technology strongly preferred
As the Field Service Technician you will join a warm and welcoming Support Services team at the Home Office.
Prep teams understand they are setting the example for how their students experience their YES Prep education and want to make sure it feels like a second home to them. Teams are obsessed with improving themselves because they know that living the core values translates directly into stronger results and college access for all students.
THE TANGIBLE GOOD
YES Prep offers a competitive compensation as well as a full benefit plan.
We value longevity and performance over time through our Commit to Five program and opportunities provided for performance increases. YES Prep invests in developing leaders through high-quality programs, effective coaching, and ongoing professional development. The strong culture of our campuses are just one of many reasons we were among Houstons Best Place to work.
We won the 2012 Broad Prize for Excellence in Urban Education and were a 2016 finalist as well. Travel + Leisure recently named Houston the best city for foodies and, with an affordable cost of living Houstonians enjoy life and all the city has to offer.
For more detail about this opportunity, see our FAQs here.
WE ARE DEEPLY COMMITTED TO EQUITY & DIVERSITY
YES Prep strives to recruit a diverse team of leaders. We believe there is a transformative academic and social benefit for students when their teachers and leaders reflect a diversity of backgrounds. 97% of staff members agree that the organization provides a welcoming environment given their background and identity according to our latest system survey.
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.
THE NEXT STEPS
If this sounds like your just right job, please apply. If you are not sure this opportunity is for you, are simply curious, or know someone who would be perfect, please reach out to our Talent Acquisition team to be connected to a recruiter at .
YES Prep Public Schools