The Technology Coordinator will provide first and second level support for all software, hardware and telecom issues for the schools and Support Central; serving as the primary technical point of contact.

Key Responsibilities:

• Maintain availability to provide first and service level support on all enterprise systems platforms; including but not limited to phone support and walk-up support.
• Investigate appropriate areas of potential problem and determine resolution; test and implement solutions.
• Evaluate areas to improve team efficiency by ensuring call and ticket procedures are being followed; collaborate with technical coordinators on team ticket status to ensure timely resolutions
• Accurately log all calls and requests into the Service Desk system either opening a new ticket or updating an existing ticket immediately upon ending the call.
• Update customers and tickets daily and resolve tickets as per the SLA guidelines of the ticket.
• Meet all performance objectives assigned.
• Ability to determine ticket priority based on standard operating procedure or input from the management.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Assist with ticket processing, escalated calls, Desk side and VIP support.

Requirements:

• At least 1 year of multi-tiered support experience.
• Familiar with all Microsoft Office applications and Windows environment.
• Basic to intermediate PC and peripheral hardware troubleshooting skills.
• Comfortability performing troubleshooting on local area and wireless network.
• Familiarity with telecom related environments.