IT Help Desk Coordinator - 1.0 FTE - SY 25/26

Wellesley Public Schools•Wellesley, MA

About The Position

The newly-created IT Help Desk Coordinator oversees the department’s customer-oriented help desk support operation and provides hardware and software support. The coordinator provides escalated support to Help Desk staff and works on other projects assigned by the Director of Educational Technology.

Requirements

Bachelor’s degree, or equivalent work experience
5 years experience maintaining and troubleshooting hardware and software issues in a multi-platform environment is preferred
Experience training IT professionals to improve their technical, communication, and customer service skills
Experience imaging, installing, configuring, upgrading, diagnosing, maintaining, and repairing hardware, software and peripherals
Demonstrated hardware and software problem-solving skills across multiple platforms including computers, mobile devices, phones and networks
Project Management and experience in working with outside vendors
Strong interpersonal, leadership, and written and oral communications skills
Ability to work effectively within a team
Ability to work independently, prioritize tasks and meet deadlines
Ability to perform duties in different environments and to travel between district locations
Demonstrated ability to learn new technologies and adapt to change

Nice To Haves

Certification on computers, mobile device hardware, software, and/or networking is preferred

Responsibilities

Lead the Help Desk team in reviewing, prioritizing, and delegating technical issues brought forth via phone, email, online Help Desk site, or walk-ins.
Based on priority and need, assign tasks to IT staff members or support vendors.
Monitor ticketing system and monitor daily activities of support staff.
Train and coach Help Desk staff to improve technical, communication, and customer service skills.
Make recommendations to improve the operational efficiency of the team and help desk processes.
Provide direct Tier 1 (i.e., on-demand/walk-in) support to teachers and students as assigned.
Collaborate with other IT staff in the areas of network/infrastructure, applications/digital systems, and project management.
Evaluate the Help Desk ticketing system to identify areas for improvement in configuration and implementation.
Lead periodic examination of alternate systems and, if appropriate, recommend alternative solutions.
Ensure the process for the onboarding and offboarding of employees is managed effectively. For new employees, verify the status of required accounts, and issue devices with clear instructions and proper configuration. For departing employees, disable accounts and confirm equipment is returned, repaired and/or repurposed.
Manage staff scheduling so that adequate support is available throughout the school day and school year. Communicate staffing changes to the tech teams and school principals as appropriate.
Maintain vendor relationships with organizations the district relies upon for primary support.
Collaborate with the Director of Educational Technology to manage projects the Help Desk team performs throughout the year, including over school breaks and during the summer.
Oversee inventory management of stock parts and spare equipment. Ensure procedures are in place to adequately stock commonly needed items while keeping costs within budget.
Supervise student summer interns, provide proper learning opportunities, and ensure interns only receive access to necessary and appropriate systems.
Maintain up-to-date documentation on SOPs and Help Desk functions.
Provide repair, support, and maintenance of district-wide and school-based technology and serve as a resource to other help desk staff.
Provide escalated hardware support and repair for computers (MacOS/Windows), mobile devices (ChromeOS/iOS) and A/V equipment (i.e. cabling, microphones, amplifiers, speakers, projectors, scanners, document cameras, interactive displays, etc.) in a timely and accurate fashion.
Provide escalated support for general operating systems, software applications as well as tools including, but not limited to, printing devices, phones, and imaging devices.
Set up, breakdown, and move equipment districtwide, as needed, throughout the year (e.g., year-end, school breaks, and beginning of school).
Maintain accurate asset inventory. Record and analyze trends for forecasting.
Communicate solutions to users and colleagues of all experience and organizational levels.
Maintain regular communication with technology staff when working throughout the district.
Review and stay current in OS, software, and hardware issues. Research manufacturer’s fixes/updates and communicate with vendors as needed.
Execute other duties, as assigned by the Director of Educational Technology