Laurel School is seeking talented staff who want to join an environment where our students are first and staff strive to make a difference in their lives. We seek to attract culturally and academically diverse staff who thrive on being engaged participants in our academic community. The most successful candidates see opportunities before problems and can laugh at themselves while succeeding in a fast-paced, forward-thinking educational environment. Laurel lives its mission: to inspire each girl to fulfill her promise and to better the world. We continually challenge our community to dream, dare, and do.
The Technology Support Coordinator works closely with faculty, staff, and students to support a technology-oriented curriculum. S/He actively works to promote a successful and reliable technology experience for all stakeholders. A positive attitude and the ability to adapt to changing educational and technological needs by actively seeking professional growth and development is an ongoing expectation. Strong knowledge of current technology practices, policies, and procedures and a desire to learn new aspects of technology support are necessary. Experience in a customer service-oriented environment managing and troubleshooting hardware, software, networking, and printing issues are essential.
As the first point of contact for IT support, this position demands excellent intrapersonal, organizational, and time management skills as well as an ability to communicate effectively with users who have varying degrees of comfort using technology. This individual must also be willing to learn new platforms and technologies that may be adopted by the School. Although the Technology Support Coordinator reports to the Director of Technology & Library Services, the Department functions as a team; thus, flexibility and a willingness to cross train and tackle shared responsibilities are essential qualifications. Experience in an academic environment and working with youth is preferred.
Duties and responsibilities include:
- Serve as the first point of contact for IT support in a Level 1/2 Help Desk role.
- Repair hardware and serve as the primary break/fix contact.
- Shift between rapidly changing priorities in a fast-paced environment.
- Be an ambassador for the Technology & Library Services Department and Laurel School.
- Maintain positive relationships between the Technology Department and extra-departmental entities.
- Actively seek creative solutions to existing and anticipated problems.
- Respond to and resolve help desk requests in person, by telephone, or via remote support.
- Prioritize service requests and projects to minimize end user work interruption.
- Maintain timely and accurate help desk records using a ticketing system.
- Make effective use of help desk request reports to identify patterns, systemic problems, and end user training needs to help improve service and support.
- Communicate weekly help desk request trends to the Director of Technology & Library Services.
- Collaborate with community members regarding potential technology needs, and provide group and one-on-one training tutorials upon request.
- Develop and lead professional development opportunities for faculty and staff.
- Demonstrate capacity to be collaborative, self-directed, flexible, and organized.
- Work independently without significant oversight from manager.
- Create, develop, and lead a student Jr. Tech Support Team.
- Adapt to rapidly shifting priorities in both technology and education.
- Assist in providing technical curriculum assistance regarding hardware usage, software applications, computer technology, and the general instructional use of technology in the classroom.
- Support faculty in the use of learning management systems, student information systems, and other essential school software.
- Willingness to experiment with innovative practices in an educational environment.
- Manage 700+ mobile devices such as laptops (macOS and Windows), iPads, and Chromebooks.
- Troubleshoot and resolve hardware, software, printing, network, phone, and A/V problems.
- Create documentation for intra- and extra-departmental processes and communication.
- Install, configure, and maintain software, hardware, and other technology components.
- Perform preventative maintenance on technology equipment.
- Communicate and coordinate with external service providers.
- Maintain accurate inventory records for all technology assets using inventory management systems.
- Maintain orderly and secure storage and work areas.
- Strong desire to master new technologies and evaluate their effectiveness.
- Provide A/V setup and support for events, sometimes outside of normal school hours.
- Undertake special projects as assigned by the Director of Technology & Library Services.
- Maintain at least one current technical certification (e.g., Apple, CompTIA, Windows).
- Manage the phone system and coordinate with external managed support providers.
- Support printers and copiers and coordinate with external managed support providers as needed.
- Create door access badges and maintain door security groups.
- Other projects, duties, and tasks as assigned.