Technology Service and Training Coordinator

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Technology Service and Training Coordinator

Technology Service and Training Coordinator
Technology

Full-time

Description

Purpose: The Technology Service and Training Coordinator is primarily responsible for ensuring that the school community receives a high level of technology service, serving as a welcoming first point of contact who builds trust between the Technology Office and ESD’s faculty, staff, students, and parents. Ultimate responsibility for the service desk sits with this role. Priorities are to ensure tickets are quickly assigned and resolved in a timely manner, maintaining classroom technology to minimize interruptions to a teacher’s lesson, address technology issues in staff offices, and set up requested specialized technology for meetings and events that occur throughout and beyond the school day.

Additional duties include maintaining internal and external documentation and running a staff technology training program.

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 that all tickets receive an initial response, are assigned to the appropriate person, and are resolved in a timely manner.
• Continuously monitor the ticketing system in order 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, assisting with maintenance of various student-oriented technology platforms, including GoGuardian and Lock Down 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…