MACS Technology Coordinator

About the role

Serves as the primary technology support employee for one (or multiple) Mecklenburg Area Catholic Schools (MACS) site(s). The position is a MACS employee, taking direction from the school’s Principal and administrative staff, while direct reporting is through The Diocese of Charlotte’s Technology Services Office. The Technology Coordinator is assigned support tickets and provides level I and level II technical support for end-users for the computer and network environment. May be asked to assist RCDOC PC Support staff on level I and II tickets as needed for Diocese of Charlotte (DOC) and Catholic Charities Diocese of Charlotte (CCDOC). This employee serves as a project team member on technology projects and works with various Diocesan entities delivering technology solutions that align with the strategic direction of the organization.

Responsibilities

• Works in Autotask helpdesk ticketing system; triage and prioritize tickets, uses Autotask as a primary tool for tracking, documenting, communicating, and closing helpdesk tickets with customers.
• Deliver level I and level II technical support for MACS and Diocese of Charlotte employees.
• Uses Microsoft Entra and Active Directory and assists in user account management.
• Troubleshoot Microsoft Windows/365 and Microsoft Teams; answer “how to” questions.
• Troubleshoot Apple iOS/iPadOS, MacOS, and Apple TV devices.
• Helps manage Apple apps and licenses via Apple School Manager.
• Administer the school’s portion of Google Workspace via Google Admin Console, including provisioning accounts and ChromeOS devices.
• Assists with endpoint management including desktop management, mobile device management, updating OS and other software, inventory/asset management for their schools, and device lifecycle management and deployment.
• Network printer setup and ability to troubleshoot printing issues.
• Install, configure, troubleshoot, and maintain computer peripherals and connected devices including interactive projectors and A/V equipment (e.g. cleaning projector filters), printers, scanners, VoIP phones, wireless appliances, cameras, etc.
• Works with senior team members on projects and service requests.
• Assists with school technology budgets and advises school staff on technology needs.
• Train school staff on computer hardware and software use for educating students.
• Use technology request form (EA) or vendor quote when requesting purchase of all technology items.
• Perform other duties assigned by school principal (e.g. rostering for Ed Tech websites).

Requirements

• CompTIA A+ Certification
• At least one (1) year of “on the job” experience providing PC support in a corporate and/or school environment

Qualifications

• Associate Degree in Information Technology, Computer Science, Networking, or equivalent
• Ability to react to an ever-evolving technology environment with a desire for continued training
• Excellent communication, organizational, and interpersonal skills
• Research solutions to resolve unique technical issues
• Knowledge and general understanding of virtual technologies
• General understanding of NIST, ISO, and SANS standards
• Good record of accomplishment working as part of a team to accomplish common objectives
• Detail oriented with the ability to prioritize and juggle multiple tasks
• Ability to set and meet deadlines