Information Technology Coordinator

INFORMATION TECHNOLOGY COORDINATOR

This role provides day-to-day technical support for the organization's staff, systems, and platforms under the direction of the IT Manager. Responsibilities center on responding to user needs, maintaining devices and systems, and helping keep technology secure, reliable, and running smoothly for internal teams and external users.

Essential Functions/Duties:

• Provide first-line technical support to internal staff and external users by troubleshooting hardware, software, and account issues, and escalate complex problems to the IT Manager.
• Set up, configure, and maintain computers, devices, and peripherals for staff, including onboarding new users and offboarding departing users.
• Assist with the administration of organizational platforms, including user accounts, routine updates, and documentation.
• Help monitor platforms and systems for performance issues and assist with testing updates and changes before they are released.
• Maintain accurate records of technology inventory, including tracking equipment, software licenses, and device lifecycles.
• Support security practices by managing password resets, applying software updates and patches, and reporting potential security issues to the IT Manager.
• Monitor scheduled data backups and report any failures or issues.
• Create and update user guides, how-to documents, and support materials.
• Track support requests and document solutions to common issues to improve future response times.
• Gather user feedback on technology needs and issues and share it with the IT Manager.
• Communicate with technology vendors on routine support requests as directed.
• Perform additional duties as assigned.

JOB QUALIFICATIONS:

Required Education/Experience:

• 2+ years of experience in IT support, systems administration, or a similar technical role.
• Hands-on experience administering Microsoft 365, including user accounts, licensing, SharePoint, and Teams.
• Working knowledge of networking basics such as WiFi, DNS, and troubleshooting connectivity issues.
• Candidate must have satisfactory outcome of background check.

Preferred Education/Experience:

• Associate's or bachelor's degree in IT or a related field, or equivalent practical experience.
• Experience with project or work management tools such as Asana or Jira.

Knowledge, Skills, Abilities

• Ability to work collaboratively in a team environment and to positively represent HighScope with external partners.
• Detailed knowledge of computer hardware, software and applications, and an interest in monitoring the ongoing developments across the education technology field.
• Experience supporting staff with a wide range of technical comfort, with the patience to explain things in plain language.
• Organizational, project and time management skills, including the ability to meet deadlines and complete tasks, and to prioritize and execute multiple assignments.
• Resourcefulness, an inclination to take the initiative, and ability to exercise good judgment and make independent decisions.
• Strong analytical skills to monitor progress, diagnose and troubleshoot challenges, and gather facts and present clear conclusions, with a proactive habit of flagging problems early before they become urgent.
• Good oral communications skills, including the ability to listen to and understand the problems and needs of staff and partners, and ability to communicate solutions.
• Shared belief in the power of high-quality early childhood education to positively impact lifelong outcomes.

Other Qualifications/Requirements (e.g. Licenses/Certifications, Travel, Lifting, etc)

• Relevant certifications preferred
• Ability to travel as needed
• Ability to work effectively in a hybrid environment, combining in-office and remote work, with occasional evening or weekend hours as needed
• Prolonged periods of sitting and working on a computer; ability to lift up to 25 lbs, if necessary