Technical Operations Support Level 2
New York, NY: DCS East Harlem
Network Support Team – Technology / IT /
Full-Time /
On-site
Originally founded in 1991 as Harlem RBI, DREAM has grown to annually serve more than 2,500 youth across East Harlem and the South Bronx through a network of seven PreK-12, extended-day, extended-year DREAM Charter Schools and community sports-based youth development programs. Through our commitment to rigorous academics, social-emotional learning, deep family and community engagement, and health and wellness, we create lifelong learners who are equipped to fulfill their vision of success in and out of the classroom. We dream big, as well, with an aggressive five-year plan to expand to serve 3,500 students across seven schools—growing our organization’s impact and leveling the playing field for all children. To learn more, visit wearedream.org.
This position is responsible for providing technical assistance and support related to computer systems, hardware, or software in a youth-facing environment. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions, while providing excellent customer service.
Responsibilities
- Provide technical assistance and customer friendly support for incoming queries and issues related to computer systems, software, and hardware in a youth-facing environment;
- Manage deployment of IT assets including laptops and laptop storage;
- Maintain IT resources, including Macs, Windows PCs, Chromebooks, printers, smartboards, etc;
- Manage users via G-Suite and Active Directory;
- Set up and manage Audio/Video equipment for school events and meetings;
- Document all issues and resolutions in ticketing system;
- Follow up with customers to ensure issues have been resolved;
- Create documentation for recurring issues and how to solve;
- Perform knowledge transfer between team members for any new technology or procedures;
- Train computer users in using technology resources;
- Onboard new users, including installation and preparation of new computers and software;
- Respond to escalations from team, and escalate issues to appropriate resources as needed;
- Complete complex IT projects and tasks as assigned by manager in the time allotted;
- Keep on top of current technologies;
- Arrive on time to shift assigned by manager.
Qualifications
- Associates Degree or higher and 1+ years of experience in an IT related field or
- High School Diploma and 2+ years of experience in an IT related field
- At least 2 years of experience with the following: supporting Windows 7/10 and MAC OS X operating systems; G-Suite user management; managing users and groups with Active Directory, required;
- Intermediate understanding and experience in networking principles, including TCP/IP protocols, required;
- 2+ years of experience supporting Chromebooks and managing Mac OS computers with Kandji, preferred;
- Ability to work under pressure in a school environment;
- Effective understanding of typical desktop applications including Microsoft Office, Chrome, Firefox, Acrobat, etc.;
- Ability to effectively communicate by phone, in writing, or in person;
- Ability to prioritize and multitask;
- High energy, passion, and dedication;
- Customer service oriented approach to support;
- A strong belief in the mission and values of DREAM, including the desire to make a difference in the lives of our students, families, and community.
Working Expectations
- On-site work at any of our 3 DREAM locations in East Harlem and the South Bronx
- Shifts can be either 7:30am-3:30pm or 9:00am-5:00pm, based on team needs
- Occasional after-hours work
Physical and Environmental Conditions
- Occasional prolonged and irregular hours; frequent standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 50 pounds; prolonged use of computer and repetitive hand motions; occasional work on-call and after hours.
Benefits and Paid Time Off
- We offer comprehensive benefits including:
- Flexible Medical Health Plans, subsidizing the majority of costs for the employee, their spouse/domestic partner and children
- The ability to select between a variety of medical plans according to what best suits the employee’s needs
- Dental and vision plans
- Disability benefits
- Life insurance
- Up to 12 weeks fully paid of Parental Leave
- Flexible spending account options
- Pre-tax commuter benefits (parking and transit)
- Fitness and entertainment discounts
- A variety of support through our employee assistance program (EAP)
- A 403(b) retirement plan with employer matching up to 4% after one year of employment
- Referral bonuses
- All full-time Network Support Team employees are eligible for approximately 48 days off throughout the year including holidays, sick days, personal days and summer Fridays
- Benefits are subject to change.
Compensation
- DREAM offers a competitive salary commensurate with relevant experience with the potential for an annual performance-based increase. The incoming salary range for this position is $60,000 to $70,000 per year. New hires are typically brought into the organization at a salary closer to the start of the range depending on qualifications, internal equity, and the budgeted amount for the role. All staff are eligible for annual performance-based increases. Because we value staff tenure in each role, we do not currently cap salary ranges.
Our Commitment to Diversity, Equity, and Inclusion
At DREAM, diversity, equity, and inclusion are a matter of mission.
From our schools to our playing fields, DREAM is committed to building a team where each individual can bring their full identity and experience to work because representation matters—it enriches our team culture, enhances our ability to innovate, and strengthens our impact in and out of the classroom. DREAM engages staff that represent and appreciate the diversity of our majority Black and Hispanic student body, while working to ensure that our practices are equitable, welcoming, and productive. We are dedicated to creating a world where youth, especially youth of color, have permission to dream—along with the tools and opportunities to make their dreams reality.
Come dream with us.
DREAM Maxims
All Kids Can. This Kid Can.
DREAM is Family.
Fun is a Serious Value.
Teamwork Makes the DREAM Work.
Fail. Persist. Exceed.
DREAM Big.
Applying to DREAM
We know applying for a new job can be a daunting process. In addition, studies have shown that historically underrepresented individuals often only apply to roles if they meet 100% of the qualifications. We encourage all applications! You may be just the person we need. If you have any questions about your application or interview process, do not hesitate to ask your recruiter; we are here to help!
DREAM provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact your recruiter.
