Coordinator of Technology Support Services

Business: Carroll County Public Schools

Location: Westminster

FULL TIME • PERMANENT

Business Product/Service: Public Education

Business Address:
125 N. Court Street
Westminster, Maryland 21157

Phone: (410) 751-3070

Contact Name: Kristi Reppe
Title: HR Specialist
Email: kristireppe@carrollk12.org
Website: www.carrollk12.org

Job Description

Responsible for the day-to-day operations of the Help Desk and on-site technicians who provide support to our staff and students. Assist with investigating and resolving computer software and hardware problems, including installation, troubleshooting, maintenance, and technical support for desktops, laptops, and networking functions. Directly supervise, train, and mentor technicians and ensure that support requests are addressed efficiently. Work with Technology Services Management and staff to prioritize workload, identify trends, and make recommendations for improvement. Manage, monitor, and maintain the device inventory to ensure all equipment is properly identified and assigned in the Inventory System. Administer the technology replacement cycle to ensure speedy and accurate deployment of replacement devices and removal of older devices, both physically as well as in the Inventory System.

ESSENTIAL JOB FUNCTIONS
Supervise the workflow of support activities to ensure proper staffing coverage including the review, triage, distribution, and escalation of related issues and requests.
Manage the support technicians by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.
Serve as a liaison between Technology Services and all cost centers/schools related to technical support needs.
Monitor and analyze support tickets, identify trends, system-wide issues as well as areas where additional training may be needed.
Prepare regular strategic plan key performance indicators and other customer service-related metrics to distribute to appropriate Technology Services leadership.
Assist with the development, maintenance and delivery of procedures, user guides, and other support materials.
Establish and maintain communication with Central Office and school-based staff regarding planned or unplanned system outages.
Manage the device Inventory System ensuring the team is keeping the assets up to date, including the physical location, current status, and user assignments.
Coordinate on-site inventory audits as needed.
Identify the annual replacement cycle needs and work with the CIO to order the necessary devices.
Manage the Technology Services operation at the Kessler building including coordination of repairs, inventory, storage, and recycling.
Coordinate with 3rd party vendors that provide integration and warranty support and staff augmentation and manage the service and support integration with our staff.
Manage site surveys, specifications, and integration of on-site technology including, but not limited to, audio-visual equipment, wireless technology, and other technology infrastructure.
Manage the annual replacement project ensuring the team is properly deploying the devices and updating the inventory system accordingly for both new and retired assets.
Keep current on technological developments and their implications on school administrative computing.
Perform other duties as assigned by the Technology Services Management team.

Job Requirements

MINIMUM REQUIREMENTS
Bachelor’s degree with a focus in Information Technology, Business Administration, Computer Science, or related field preferred OR a minimum of 10 years of experience in a higher-level information technology system administration or engineering position with project management and/or supervisory experience. A combination of education, certifications and experience will be considered.
Relevant customer service experience and skills are required.
Demonstrated leadership experience managing people and/or projects.
Data management and advanced skills with tools such as Microsoft Excel.
Must possess strong analytical and troubleshooting skills and the ability to work under pressure.
Evidence of strong, effective verbal and written communication skills with the ability to convey technical information to a non-technical audience as well as developing strategic communications for leadership.
Must be a self-motivated and independent worker with the ability to effectively prioritize and multi-task.
Must be highly organized and detail oriented.

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of and practical experience with implementing customer service principles, techniques, systems, and standards.
Strong technical skills and the ability to effectively troubleshoot within all areas of computing.
Knowledge and demonstrated understanding of the technology and best demonstrated practices used in customer service and support.
Strong interpersonal and communication skills with the ability to work effectively with a wide range of constituencies in a diverse environment.
Ability to supervise, train, and motivate teams in a manner that effectively ensures the availability of technically competent, responsive, customer-oriented staff.
Ability to establish and maintain cooperative and effective working relationships with school system staff.
Ability to work with people from diverse backgrounds and to effectively communicate both orally and in writing with both technical and nontechnical personnel.
Ability to monitor, analyze and evaluate program systems and procedures and recommend appropriate changes.

PHYSICAL DEMANDS
Sedentary Work: Exerting minimal but not constant physical effort to perform sedentary work, typically involving some combination of balancing, climbing, crawling, crouching, feeling, grasping, handling, hearing, kneeling, lifting, mental acuity, pulling, pushing, reaching, repetitive motion, speaking, standing, stooping, talking, visual acuity, walking and may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (5 to 10 pounds), visual perception and discrimination, the ability to perceive and discriminate sounds, perceive and discriminate color, perceive odors, and require oral communications.

WORKING CONDITIONS
Employees in this position work in an environment that requires them to regularly make decisions that could lead to major community or organizational consequences if they fail to make the appropriate decision at the time.

Other Job Requirements
Bachelor’s Degree, Background Check

Wages per hour: Starting at $88,715
Number of openings: 1
Overtime: NO
Benefits: YES

Days of Work:
MONDAY may vary  TUESDAY may vary  WEDNESDAY may vary  THURSDAY may vary  FRIDAY may vary
Shift:

How to Apply: https://www.applitrack.com/carrollk12/onlineapp/default.aspx?Category=Technology+Services
Willing to Train: NO
Experience Required: YES
Experience in Months:
Minimum Age: 21 & over
Closing Date: 02/23/2023