Field IT Support Technician

About Gem Prep

Gem Prep is a K-12 college preparatory school. Our goal is to have all secondary students graduate from high school with an associate degree. Our elementary program builds a strong academic foundation for grades 6-12.

Gem Prep schools are part of the Gem Innovation Schools organization, serving students across Idaho via large brick-and-mortar charter schools, a statewide virtual school, and microschool-like settings called Learning Societies. Learn more at

Our Mission: To prepare students for success in college by providing a high-quality, personalized, relevant, and rigorous education through exceptional teaching, innovative uses of technology, and partnerships with families.

Position Summary

The Field IT Support Technician will maintain and troubleshoot hardware and software across various platforms (Laptops, Chromebooks, Video Teleconferencing) to ensure that students, teachers, and staff can efficiently carry out their educational and administrative tasks. Responsibilities include receiving, prioritizing, documenting, and actively resolving end-user help requests through diagnostics, a ticketing system, and direct hands-on assistance. The role requires excellent communication skills to clearly explain solutions to non-technical users and may involve collaboration with IT team members on technology deployments and user training. This position reports to the Director of Information Technology and may require flexible availability for urgent issues outside standard school hours. This position will primarily support two Gem Prep school locations in the Treasure Valley requiring travel between the locations in an even 50/50 split.

Key Responsibilities

Responsibilities include, but are not limited to the following:

• Support and Troubleshooting:
• • Field incoming help requests from students and staff via telephone, email, Zoom, and a ticket system, ensuring a courteous and efficient response.
  • Diagnose and repair hardware issues, including replacing broken parts on laptops, Chromebooks, and printers.
  • Apply diagnostic utilities and consult online knowledge bases, including software updates and FAQs, to aid in problem resolution.
  • Perform hands-on fixes at the device level, such as installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Provide both onsite and remote support for several classroom technologies including, but not limited to document cameras, TV's, wireless casting, interactive displays, and IP phones.
  • Create and maintain user accounts and Chromebooks in Google for Workspace.
• Documentation and Escalation :
• • Document all user information and the nature of problems in the ticket system.
  • Prioritize and escalate support requests as necessary to appropriate technology department team members.
  • Record, track, and document the request process in the ticket system, noting all decisions and actions up to the final resolution.
  • Develop and maintain help sheets, knowledge base articles, and FAQs based on resolved issues to assist end users.
• Training and Knowledge Development:
• • Identify and learn about the software and hardware being supported by the organization.
  • Assist in developing training materials and procedural documentation for users.
• Device Management and Distribution:
• • Prepare and configure devices such as laptops, Chromebooks, and printers to staff, enrolled students, and classrooms ensuring devices are operational and in good condition.
  • Receive returned devices, assess their condition, perform necessary repairs or updates, and maintain accurate inventory records in an Asset Management System.
• Inventory and Maintenance:
• • Maintain a comprehensive technology inventory for students, staff, and the technology department.
  • Travel to additional remote locations as necessary to support technology needs and ensure continuity across all sites.
• General Duties:
• • Perform additional duties consistent with the scope and intent of the position as required.

Physical Demands/Environmental

• This position requires travel between two Gem Prep locations in the Treasure Valley in an even 50/50 split and occasional travel to other Gem Prep locations throughout the State of Idaho.
• Occasional travel out of Idaho if necessary for training opportunities.
• Frequent virtual meetings.

Qualifications

• Educational and Certification Requirements:
• • BS degree in Information Technology, Computer Science, or equivalent work experience is a plus.
  • A+ certification or relevant professional certification is a plus.
• Technical Skills:
• • Experience troubleshooting and repairing a variety of technology, including laptops, Chromebooks, wireless and wired networks, video teleconferencing systems, and associated software.
  • Proficiency with operating systems including Microsoft Windows, iOS, Chrome OS; knowledge of Unix/Linux and MacOS is advantageous.
  • Experience with G Suite for Education, Microsoft Office, and Google Apps.
  • Demonstrated skills in the installation, operation, maintenance, and repair of computer systems and networks.
  • Knowledge of network systems, data flow theory, and basic networking principles.
  • Familiarity with diagnostic utilities and basic troubleshooting for connectivity issues, printers, and driver problems.
• Communication and Interpersonal Skills:
• • Exceptional written and verbal communication skills.
  • Strong interpersonal skills with a focus on rapport-building, listening, and questioning.
• Professional and Personal Attributes:
• • Highly organized, detail-oriented, and capable of managing multiple projects and adjusting priorities autonomously.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Ethical behavior and a professional demeanor.
  • A passion for education and a commitment to supporting the needs of Gem Prep and its students.
  • Ability to stand or sit for extended periods and lift up to 50 pounds of hardware and peripherals.
  • Experience working in a K-12 environment is desirable.
  • Aptitude for working effectively with children, parents, and staff members.

Working at Gem Prep

We hire and develop excellent educators and provide strong support. We value:

• Results . Gem Prep works relentlessly to create efficient, measurable, and sustainable results. We strive for excellence and pursue our mission tenaciously. Ideally, you thrive working in a fluid environment where flexibility and tenacity are required.
• Innovation . We embrace new approaches and ideas that have a powerful impact on learning and teaching, achieving success for every student. We believe that today's students need schools that dramatically rethink the traditional learning and teaching process for the success of every student. The status quo is not acceptable.
• Integrity . We are truthful, fair, and trustworthy in all aspects of our work. We expect the same of you.
• Humility . If you are humble and teachable, this will be a powerful learning experience for you. Your humility will be key to building trusted and authentic relationships as well as the key to your professional growth. We also understand that you bring valuable experiences and knowledge that will lift our team.
• Teamwork . We value each of our team members as individuals but believe that we achieve the greatest results by working together.

FLSA Status: Exempt

Gem Innovation Schools is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or other protected status. Preference may be extended to eligible veterans in accordance with state and federal guidelines.
Gem Innovation Schools is a drug-free workplace , and adherence to this policy is a condition of employment.