Coordinator, Technology

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support:
• Demonstrate a familiarity with standard IT analyst-level I concepts, practices, and procedures of software installation and troubleshooting.
• Accurately identify, analyze, and resolve hardware, OS, and app-related technical issues promptly.
• Serve as Relay’s primary point of contact for all technology support tickets from our faculty and staff, supporting constituents by email, Zoom phone, and video conference, and Slack.
• Promptly escalate more complex problems to appropriate internal resources
• Support the onboarding of new employees, providing access to Relay’s systems and tools, and providing guidance, as necessary.
• Systems management and improvement
• Manage Relay’s technology support queue, prioritizing and resolving tickets in coordination with senior team members.
• Become familiar with and support basic configuration and troubleshooting as well as licensing of Reay’s application and platforms like Azure, O365, G Suite, Zoom, etc.
• Collaboratively support with the analyzing feedback on internal technology processes, review trends in tickets, and suggest small protocol changes to reduce ticket volume.
• Participate in enhancing our platforms, from initial design through testing and delivery.
• Cook with end users and business owners to report and resolve urgent bugs or system problems.

QUALIFICATIONS

• First and foremost, the manager must share the Relay community’s commitment to working together to improve student growth and achievement through phenomenal teacher preparation grounded in diversity, equity, inclusion, and anti-racism. This includes providing teacher preparation programs that set novice teachers up to succeed in the classroom from day one; leadership programs that train new and veteran school and district leaders to best serve their school communities; and teacher-facing professional education that provides ongoing learning to educators.
• Additionally, for this position, we’re looking for candidates who possess a combination of the following skills:
• A bachelor’s degree or equivalent experience.
• Familiarity with ticketing systems.
• Comfortable troubleshooting Windows PCs, MacOS, O365, and Google products.
• An ability to execute multiple projects and/or priorities concurrently with manager support.
• Strong customer service orientation and social/collaborative mindset.
• Excellent verbal and written communication skills.
• Ability to quickly learn complex new web-based applications.
• A demonstrated passion for educational equity.
• Authorization to work in the United States.

PREFERRED QUALIFICATIONS

• Basic knowledge of Azure and Microsoft Intune.
• Working knowledge of Google Workspace, Slack, Zoom, and Happy Fox or other ticketing support systems.
• Proficiency with Mac OS and Windows 11.
• Experience liaising with vendors.

COMPENSATION

• Relay is committed to creating and maintaining a compensation and benefits system that supports our ability to recruit and retain a diverse and talented team. As we make decisions about compensation, we will be guided by the following values: clarity, consistency, and internal equity. The salary range for this role is $55,000 to $71,500. New hires can expect their salary to be placed at the beginning of the range at $55,000 to allow for an equitable starting salary process and continual salary growth during an employee’s time at Relay GSE. The salary placement will be dependent on qualifications, internal equity, and the budgeted amount for the role.
• To ensure internal pay equity:
• New hires are not eligible for a salary at the high end of the role’s salary range,
• All staff salaries will be capped at the salary range maximum, and
• Relay does not negotiate salary offers.

REWARDS

• Relay offers a comprehensive total rewards package. For full-time roles, this includes health insurance benefits, disability and life insurance, retirement plan, professional development, gym reimbursement, adoption assistance, paid time off (PTO), parental leave, etc. To learn more about Relay’s benefits, please visit here.