Technology Support Technician

Partners for Rural Impact’s (PRI) ultimate goal is for an America where all kids are successful, regardless of zip code, income, background, or ability. At PRI, our focus is on ensuring that all children in rural places achieve success. Partners for Rural Impact was born out of our place-based partnership in Appalachia, where we’ve worked for 25 years to create student opportunity and success.

Position Summary

The Technology Support Technician reports to the Associate Director of Information Technology. This role provides technical support, systems management, and training for PRI’s technology infrastructure, including but not limited to hardware support, software support, troubleshooting, configuration, and training. The Technician will use strong communication and support skills to ensure an exceptional experience for end users. The position leads and operates with the goal that All Rural Students Succeed.

Primary Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements of the position are representative of the knowledge, skill, and/or ability required, with regular and predictable attendance essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for end users seeking technical assistance via email, phone, chat, or in person for hardware, software, or network issues

• Perform in-person and remote troubleshooting to determine the best solution based on the issue and details provided

• Identify, research, and resolve a variety of technical problems for end users

• Provide technical assistance through information sharing and hands-on problem-solving support

• Deliver basic technology training to end users

• Escalate unresolved or complex issues to the next level of support personnel

• Follow up with end users, provide updates, and manage issues through resolution

• Conduct technology onboarding sessions for new staff

• Manage and organize technology inventory

• Oversee the repair process for devices under warranty

• Manage the surplus process for devices retired from service

• Coordinate with operations staff and new users to arrange in-person pickup or shipment of equipment

• Collaborate with the information systems team to support organizational computing and IT systems

• Assist in creating and maintaining training manuals and recommend improvements to procedures

• Maintain and update documentation related to tasks, procedures, and IT policies

• Document troubleshooting steps and resolution processes; contribute to internal platforms housing technical documentation, manuals, and IT policies

• Support staff training workshops focused on new technologies and internal technology policies and procedures

• Other roles/duties will be assigned as necessary to assist and support in the attainment of our mission, All Rural Students Succeed

Position Location & Schedule

The Technology Support Technician is a hybrid position currently based at PRI’s headquarters in Berea, KY, with in-office presence required three days per week. Location requirements are subject to change based on organizational needs. Occasional local, state, and national travel may be required.

Normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. ET with in-office, hybrid and/or remote work a possibility. Because of the nature of the responsibility to schools, partners, funders, and to the service region, individual offices or departments may have operating hours that extend beyond this period and may include evening and/or weekend hours.

Minimum Qualifications

Education required to ensure success in this position:

• Industry certification such as CompTIA A+, Network+, or Security+ preferred

Experience required to ensure success in this position:

• At least 2 years of technology related experience

Special skills, knowledge and abilities:

• Demonstrated knowledge of hardware, software, networking, and technical support procedures

• Proficiency working within Microsoft Office applications and ability to operate software on a variety of platforms

• Demonstrated ability to build relationships and work collaboratively with others

• Strong organizational skills with a demonstrated ability to manage multiple priorities efficiently and effectively

License, certification, or registration necessary:

• Must have access to reliable transportation

• Successfully complete pre-employment background check

Physical requirements:

• Ability to work in a high energy office

• Ability to accurately communicate and exchange information with partners, stakeholders, and/or meeting participants

• Ability to occasionally lift up to 25 lbs

• Ability to travel independently by car and plane regionally and nationally

• Ability to operate standard office equipment

Environmental conditions:

• Work in a fast-paced setting with frequent interruptions and shifting priorities

• Occasional work in hot, dusty, or cramped environments

Additional Company Information

PRI offers a wide array of benefit options, to meet the financial, educational, and health needs of you and your family.

• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.

• Flexible spending accounts, plus an employee assistance program.

• Life and long-term disability insurance and retirement plan.

• Generous paid time off work options including vacation, sick leave, and annual holidays, in addition to paid parental leave.

• Tuition assistance and professional development for employees.

Partners for Rural Impact is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.