[Hiring] Coordinator, Technology @Relay Graduate School of Education

Role Description

Reporting to the Managing Director, Technology Products, the Coordinator, Technology Support plays a central and highly visible role in ensuring all Relay constituents can work effectively and efficiently using our set of technology platforms. Leveraging strong skills in customer service and general technology know-how, you will provide stellar tech support to Relay students, faculty, staff, and colleagues at partner organizations.

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 Relay’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.
  • Coordinate with end users and business owners to report and resolve urgent bugs or system problems.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Health insurance benefits.
• Disability and life insurance.
• Retirement plan.
• Professional development.
• Gym reimbursement.
• Adoption assistance.
• Paid time off (PTO).
• Parental leave.

Company Description

Relay Graduate School of Education (Relay) is an accredited not-for-profit institution of higher education serving thousands of educators from across the country, from pre-service teachers to system-level leaders. Our mission is to ensure that all students are taught by excellent educators in order to build a more just world where every student has a clear path to a fulfilling life.

Relay prepares teachers and school leaders to teach students of all identities and backgrounds in order to push toward a time when this country no longer faces stark educational inequities. We recruit, develop, support, and retain a diverse staff, faculty, and graduate student body because we are committed to creating a diverse, inclusive, and actively anti-racist institution.