Tier 2 IT Field Support Tech - K-12 Schools | Network+ & Security+

Location: Oakland, CA 94606 (San Francisco Bay Area) - Supporting 6 K-12 charter school locations throughout the Bay Area, including East Palo Alto, Oakland, and Richmond, plus 1 regional office and 2 Oakland-based home offices.

Work Arrangement: 100% Onsite - Field-based position requiring regular travel between assigned school campuses and regional offices; not remote or hybrid.

Employment Type: Contract-to-Hire - Initial 3-6-month assignment with potential for permanent conversion.

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m. Pacific Time.

Travel: Valid driver’s license and reliable personal vehicle required. Mileage, tolls, and eligible work-related travel expenses are reimbursed during the contract assignment.

About the Opportunity

We are seeking an experienced Tier 2 IT Field Support Tech to provide hands-on technical support across a network of K-12 charter schools throughout the San Francisco Bay Area.

This is a fully onsite, field-based position supporting 6 school locations, 1 regional office, and 2 Oakland-based home offices. The technician will travel between assigned locations as needed, sometimes supporting multiple sites in a single day.

The technician will provide onsite and remote technical assistance to teachers, administrators, and school personnel, independently resolving Tier 2 incidents involving hardware, software, classroom technology, network connectivity, and device management. The role also involves collaboration with the internal IT team on escalations and technology projects.

Previous K-12 school IT support experience and CompTIA Network+ and Security+ certifications are required., * Provide onsite and remote Tier 2 technical support to teachers, administrators, and school staff across assigned San Francisco Bay Area school campuses and Oakland-based offices.

• Travel regularly between assigned school campuses and regional offices to resolve technical incidents, support device deployments, and complete technology projects.
• Manage incidents and service requests through Zendesk, including hardware, software, printing, classroom technology, user accounts, and connectivity issues.
• Independently troubleshoot and resolve common Tier 2 incidents while escalating complex issues through established IT support channels.
• Deploy, configure, replace, recover, and troubleshoot Windows laptops, Chromebooks, iPads, printers, copiers, and classroom peripherals.
• Manage student and staff device assignments, maintain inventory accuracy, coordinate equipment refreshes, and support device lifecycle management using Frontline Asset Management.
• Install, configure, troubleshoot, and maintain operating systems, software applications, and classroom technology.
• Support Microsoft 365 and Google Workspace applications, including OneDrive, Google Drive, account administration, and permissions.
• Perform device enrollment, configuration, and management using Microsoft Intune and JAMF MDM.
• Troubleshoot basic wired and wireless network connectivity, including cabling, Cisco networking, and Meraki wireless environments.
• Support Securly web content filtering, ESET Endpoint Security, and related device security requirements.
• Troubleshoot and support Zoom Phone VoIP systems.
• Coordinate with internal IT personnel, technology vendors, and school stakeholders on incident resolution, installations, upgrades, equipment moves, and site openings or closures.
• Maintain accurate ticket records, asset inventories, technical procedures, and project documentation, including project tracking through Monday.com.
• Meet established service-level agreements (SLAs) and maintain strong customer service, targeting 95% customer satisfaction on surveys.
• Provide dependable, responsive technical support that minimizes disruptions to classroom instruction and school operations., Technicians are expected to work onsite throughout the assigned territory. The daily schedule may involve supporting one location or traveling between multiple campuses and offices depending on support needs and priorities.
• Hours: Monday-Friday, 8:00 a.m.-5:00 p.m. Pacific Time.
• Paid Travel Time: Travel between assigned work locations during the workday counts toward working hours.
• Transportation: Contractors must have a valid driver’s license and reliable personal vehicle.
• Mileage Reimbursement: Mileage, tolls, and eligible work-related travel expenses are reimbursed during the contract assignment.
• Permanent Conversion: A company-provided vehicle is anticipated if converted to permanent employment.
• After-Hours Coverage: After-hours tickets are handled by designated on-call technicians.

Work Environment & Expectations

• Fully onsite, field-based role supporting K-12 charter school campuses and regional offices throughout the assigned San Francisco Bay Area territory.
• Regular travel between school locations and regional offices is an essential responsibility.
• Busy school-day support environment, with peak demand typically occurring Wednesday-Thursday and during morning hours (8:00-11:59 a.m. Pacific Time).
• Steady support volume continues through mid-afternoon.
• Independent day-to-day troubleshooting with a structured escalation path to the internal IT team.
• Adherence to client SLAs and a target of 95% customer satisfaction.
• Responsive coverage to minimize interruptions to classroom instruction and school operations.
• Regular collaboration with school personnel, administrative teams, technology vendors, and internal IT resources.

What Success Looks Like

• Resolution: Resolve the majority of technical incidents independently without escalation.
• Continuity: Minimize disruptions to classroom instruction and daily school operations.
• Compliance: Maintain established device, technology, and security standards.
• Partnership: Collaborate effectively with the internal IT team, school personnel, and technology vendors.
• Accuracy: Keep support tickets, asset inventories, procedures, and project documentation current.
• Coverage: Provide dependable onsite technical support across assigned San Francisco Bay Area campuses and offices.
• Customer Satisfaction: Meet established SLAs and achieve a target of 95% positive customer satisfaction survey results.

• CompTIA Network+ certification
• CompTIA Security+ certification
• Previous professional IT support experience in a K-12 school environment is required.
• Experience providing Tier 2 desktop support, field technical services, or end-user IT support across multiple locations.
• Hands-on experience supporting Windows laptops, student Chromebooks, iPads, printers, copiers, peripherals, and classroom technology.
• Working knowledge of Microsoft 365 and Google Workspace applications, user administration, and permissions.
• Experience with device deployment, configuration, replacement, recovery, inventory management, and technology refreshes.
• Experience with mobile device management (MDM) platforms, including device enrollment and administration.
• Ability to troubleshoot wired and wireless networking issues, including Wi-Fi connectivity, cabling, and network access.
• Experience managing incidents and service requests using an IT ticketing platform.
• Strong customer service, communication, troubleshooting, documentation, and organizational skills.
• Ability to work independently, manage competing priorities, and communicate effectively with teachers, administrators, and other nontechnical users.
• Ability to work 100% onsite and travel regularly between assigned San Francisco Bay Area school campuses and regional offices.
• Valid driver’s license and reliable personal vehicle required.
• Background Screening: Employment is subject to applicable California K-12 school fingerprinting and background clearance requirements.

Preferred Qualifications

• Experience with Microsoft Intune and JAMF MDM.
• Experience with Cisco networking and Meraki wireless technology.
• Familiarity with Zendesk ticketing.
• Familiarity with Securly web content filtering and ESET Endpoint Security.
• Experience using Frontline Asset Management or similar asset tracking platforms.
• Experience supporting Zoom Phone VoIP systems.
• Familiarity with Monday.com or similar project management tools.
• Experience coordinating technology vendors and supporting school technology installations, upgrades, moves, openings, or closures.

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance