Technology Service and Training Coordinator

Purpose

The Technology Service and Training Coordinator ensures high-level technology service to the school community, serving as a welcoming first point of contact and building trust between the Technology Office and faculty, staff, students, and parents.

Essential Functions

• Proactively coordinate the technology service desk.
• Build strong relationships with faculty and staff by delivering exceptional customer service, fostering trust, and serving as a reliable technology partner who helps educators focus on teaching and students.
• Ensure all tickets receive an initial response, are assigned to the appropriate person, and are resolved in a timely manner.
• Continuously monitor the ticketing system to provide quick responses to teachers to help keep instruction moving forward without interruption, across all learning spaces including classrooms, theaters, chapels, and gyms.
• Review all open tickets, including those assigned to other staff, to ensure that tickets are resolved in a timely manner.
• Ensure all tickets include resolution notes.
• Be on the lookout for patterns in reported issues that might be indicative of a greater cybersecurity issue, systems failure, or a process that needs improvement.
• Work with the Technology Operations Coordinator and other team members as needed to ensure that the service desk is staffed between 7:30am and 4pm on school days.
• Verify the validity and licensing of and install requested software that is outside of the standard suite of software, working with Educational Technology to vet applications, as necessary.
• Assist faculty and staff with the various software tools that they use such as Google Workspace, Microsoft Office, Adobe Creative Cloud, etc.
• Provide technology setups for various meetings as needed, including portable systems.
• Assist when needed with other technology department functions including data backups, phones, and voicemail.
• Escalate issues to the Director of Technology as appropriate.

Work with and maintain selected technology devices and systems across campus

• Classroom technology - Order, setup, and maintain classroom technology, including touchscreen displays, projectors, and document cameras. Include the Educational Technology team when planning classroom technology upgrades. Provide training on aforementioned technology, as needed. Maintain an inventory of this equipment.
• Educational technology platforms - Work with the Educational Technology team to support and integrate our various educational technology platforms, including the learning management system and rostering service.
• Student technology - Assist students with basic network connection issues and software questions for various school software platforms including Schoology, Google Workspace, etc. Working with Educational Technology, assist with maintenance of various student-oriented technology platforms, including GoGuardian and LockDown Browser.
• Faculty/staff technology - Diagnose and resolve computer problems. Image and deploy computer systems. Order and distribute replacement systems. Maintain an inventory of this equipment, furnishing a listing of equipment assigned to an employee upon request.
• Printers - Diagnose and fix printer issues. Install local and network printers.

Serve as a liaison with the Educational Technology department

• Attend EdTech meetings.
• Partner with the Educational Technology team to support faculty as an EdTech coach.

Maintain internal and user-facing documentation

• Work within the Technology team to ensure processes and platforms are documented, and that the documentation is maintained.
• Work with the Technology and Educational Technology teams to create and maintain professional documentation and guides around our systems and platforms for our faculty, staff, and students.

Provide faculty and staff with technology training

• Educate and train faculty and staff on how to correct simple hardware issues and avoid certain hazards while encouraging a positive outlook and perspective.
• Provide technology on-boarding and training to new faculty and staff.
• Implement a year-round training program that focuses on systems and applications used by staff.

Abuse Risk Management Standards

• Adheres to policies related to boundaries with students.
• Attends required abuse risk management training.
• Adheres to procedures related to managing high-risk activities and supervising students.
• Reports suspicious and inappropriate behaviors.
• Follows mandated abuse reporting requirements.

Working Environment

• Occasional moderate to heavy lifting, carrying, pushing, and/or pulling.
• Generally, 30% sitting, 40% walking, 20% standing, and 10% kneeling. Occasional use of step ladders and work at 6-10 foot heights.
• Minimal temperature variations.
• Generally, a hazard-free environment.

Qualifications

• Demonstrated experience in a demanding technical support role.
• Prior experience with educational technology preferred.
• General understanding of Windows, Mac OS, iOS, Android, Microsoft Office, Google Workspace, Active Directory and basic wired/wireless network functions and security.
• Associates degree or bachelors’ degree preferred.

Competencies

• Excellent communication, relational, and organizational skills.
• Ability to demonstrate patience in a variety of stressful situations to promote and exert a calming influence.
• Ability to work with and interact with a diverse group of faculty and staff.
• Excellent problem-solving skills.