Help Desk Technician - Tier 2

Job Description

Job Description

Community College Preparatory Academy

Help Desk Technician — Tier 2

Department: Information And Infrastructure Systems

Reports to: Director of Information Systems

Status: Full-time; nonexempt

Location: Washington, DC / campus based

Salary band: $55,000–$85,000 annually

Supervisory responsibilities: No direct reports. May provide technical guidance to Tier 1 support staff, student workers, vendors, or users during incident resolution and technology deployments.

Our mission

Community College Preparatory Academy (CCPrep) creates an innovative and rigorous learning environment for adults who are under-credited or have aged out of traditional K–12 pathways. We respond to each learner’s strengths and barriers while preparing students for employment, postsecondary education, industry credentials, and lifelong learning.

The opportunity

Resolve escalated technology issues with patience, technical discipline, and clear communication so learning and work can continue.

Why this role matters for students

Fast, respectful support reduces lost instructional time and helps students and staff use technology with confidence.

Cognia connections Culture of Learning, Leadership for Learning, Engagement of Learning, and Growth in Learning | Standards 1–2, 5–7, 11, 14–15, 17, 23–24, 26–27. These responsibilities apply within this position’s assigned authority.

Essential responsibilities

• Diagnose and resolve escalated endpoint, application, account, network, classroom-technology, and peripheral issues.
• Document incidents, troubleshooting, resolution, assets, and recurring problems in the service system.
• Provision and maintain devices, applications, accounts, and access according to approved controls.
• Escalate security, privacy, outage, and vendor issues promptly.
• Create usable knowledge articles and coach Tier 1 staff or end users.
• Support technology deployments, inventory, preventive maintenance, and event needs.
• Prioritize technology barriers that interrupt learners’ instruction, participation, or assessment; coordinate accessible solutions and verified restoration of access.
• Coach learners and staff using clear, patient steps that build confidence and independent use of approved learning tools.
• Use incident patterns and user feedback to recommend technology or knowledge-resource improvements and verify that recurring problems decline.
• Deliver respectful, equitable technical support that protects learner well-being and enables positive working relationships; collaborate with colleagues and use professional learning to strengthen service.
• Maintain reliable information resources and support structures, prioritizing capacity according to learning impact and documented user needs.
• Administer and support the designated ticketing system, Google and Microsoft services, Canvas access, endpoints, accounts, and the IT asset records in AssetPanda or the approved asset system; maintain accurate ticket, knowledge, device, assignment, and access records and escalate application-owner issues appropriately. Manage technology assets within the IT function and coordinate with the Business Manager, who is responsible for organization-wide asset management.

What strong performance looks like

• Assigned requests meet approved response, communication, and resolution standards.
• Tickets contain clear, reusable documentation and accurate categorization.
• Recurring issues generate root-cause or prevention recommendations.
• Devices, access, and inventory changes are authorized and recorded.
• Specific annual targets and milestones will be established in the employee’s performance plan and aligned with the approved school operating plan.
• Learning-critical incidents show timely triage, resolution, and confirmation that the learner or instructor can resume the activity.
• User guidance and recurring-issue reviews demonstrate improved access and usability, with unresolved barriers escalated.
• User feedback, support records, and improvement reviews show equitable access, respectful service, reliable resources, stronger staff capability, and fewer recurring learning barriers.
• Tickets, knowledge articles, device records, assignments, and account changes are complete and traceable; recurring issues are categorized consistently and routed to the accountable system owner.

Minimum qualifications

• Hands-on experience supporting Windows and/or macOS, productivity applications, user accounts, and common network issues.
• High school diploma or equivalent; additional education or job-related training is valued.
• At least two years of relevant administrative, customer-service, technical, or program-support experience.
• Reliable follow-through, sound judgment, respectful communication, and ability to maintain accurate and confidential records.

Preferred qualifications

• Hands-on experience with help-desk ticketing, Google Workspace or Microsoft 365, identity and access, endpoint support, LMS support, and electronic asset-management tools.
• CompTIA A+, Network+, Microsoft, Apple, ITIL, or equivalent certification.
• Associate degree or recognized job-related credential.
• Experience supporting adult learners or working in a school, nonprofit, workforce, or community-service environment.
• Proficiency with commonly used office, student-information, or service-management systems.

Core ways of working

• Centers adult learners, values their backgrounds and abilities, and respects their voice and choices.
• Communicates clearly, follows through, and raises risks early.
• Uses evidence, protects confidentiality, and documents work so others can rely on it.
• Collaborates across units and uses resources responsibly.
• Uses feedback and role-appropriate evidence to test improvements, apply professional learning, and review results.

Work environment and essential capabilities

Campus-based work involving regular computer and telephone use, frequent interaction with students and staff, and movement among work areas. Some evening or special-event coverage may be required. Essential duties must be performed with or without reasonable accommodation.

Application and employment conditions

To learn more and apply, visit ccprep-academy.org/careers/. Questions or accommodation requests may be directed to (202) 770-3252.

CCPrep provides equal employment opportunity without regard to any characteristic protected by federal or District of Columbia law. Qualified applicants and employees may request reasonable accommodation for the application process or to perform essential job functions. Any required background, credential, driving-record, or employment-history review will occur in accordance with applicable law and at the appropriate stage of the hiring process. Employment may be contingent on satisfactory completion of job-related screening.

This description identifies the role’s principal responsibilities and essential functions. It does not create an employment contract and may be revised to reflect lawful, mission-related organizational needs. Related duties may be assigned when consistent with the role’s purpose and qualifications.