Technology Solutions Coordinator

MOUNTAIN BROOK BOARD OF EDUCATION JOB DESCRIPTION TITLE: Technology Solutions Coordinator SPECIALTY: Help Desk Operations, Ticketing Management, and Student Information Systems REPORTS TO: Director of Technology QUALIFICATIONS:

• Experience with current Windows, ChromeOS, and Apple operating systems.
• Experience with configurations and troubleshooting hardware such as laptops, iPads, Chromebooks, displays, and printers.
• Experience providing direct technical support to teachers, employees, and parents to support student success.
• Experience with writing technical documentation.
• Experience maintaining and navigating ticketing systems and student information systems.
• Experience troubleshooting technical issues and conducting effective research to resolve problems.

RESPONSIBILITIES:

• Provide technical support in all areas deemed necessary by the Director of Technology, Project Manager, and Network Administrator.
• Serve as a point of contact for employees and parents regarding technical issues via phone, email, or help ticket system.
• Assist with various software applications, and accounts as assigned.
• Manage and maintain the department ticketing system, ensuring all issues, status updates, and resolutions are properly reported, recorded, and documented.
• Route or assign help tickets to the correct personnel within the technology department and follow up on ticket status to ensure resolution in a timely fashion.
• Document and follow up on internal and external communication in regards to help tickets.
• Assist with asset inventory and documentation.
• Assist in updating student and parent information in the Student Information System (SIS) to ensure data remains current.
• Set up, troubleshoot, install, and/or move equipment in the Central Office as directed by the Director of Technology.
• Maintain technical documentation in all areas of responsibility.
• Participates in the research and development of necessary tools, processes, and documentation needed to maintain movement towards current strategic goals of the district.
• Other duties as assigned by the Director of Technology.

TERMS OF EMPLOYMENT: Twelve months (240 days) annually. EVALUATION: Performance will be evaluated in accordance with Board policies on evaluation of professional personnel.