Support Engineer

• Respond to and resolve IT tickets entered by staff and document steps in Rocketship’s ticketing system
• Serve as primary initial point person for technology issues at 2–4 assigned schools (typically ~150–200 staff)
• Provide support for other schools and staff across the Rocketship network as assigned
• Serve on school sites for eight hours per day and follow up on open helpdesk tickets, escalating as needed
• Document and update all helpdesk tickets within the Jira service management system
• Troubleshoot reported issues with Windows devices, MacBooks, Chromebooks, iPads, TVs, printers, and other technology
• Complete in-depth network troubleshooting in partnership with the network administrator
• Perform routine preventative and monitoring work (technical checklist during visits, update/patch computers, back up data, test wireless signal, document AP placements)
• Manage technology lifecycle: verify receipts, asset tag, image/setup/deploy devices, configure hardware for network/printers, reimage/reinstall OS, install/troubleshoot applications
• Assess and repair broken equipment, manage shipments to/from repair/warranty locations, dispose/repurpose hardware using approved E-Waste vendors
• Support technology-enabled assessment administration and other on-campus technology setup/use
• Execute on-the-ground tasks for broader IT projects, assist with network hardware replacement, participate in stretch projects (SSO deployment, cybersecurity), and collaborate with Technology Solutions team
• Provide timely communication and excellent customer service: timely ticket response (within 1 day, follow up every 3 business days), participate in check-ins and meetings, and build relationships with supported schools

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