Coordinator, Technology

• →Support:
• →Demonstrate a familiarity with standard IT analyst-level I concepts, practices, and procedures of software installation and troubleshooting.
• →Accurately identify, analyze, and resolve hardware, OS, and app-related technical issues promptly.
• →Serve as Relay’s primary point of contact for all technology support tickets from our faculty and staff, supporting constituents by email, Zoom phone, and video conference, and Slack.
• →Promptly escalate more complex problems to appropriate internal resources
• →Support the onboarding of new employees, providing access to Relay’s systems and tools, and providing guidance, as necessary.

• →Systems management and improvement
• →Manage Relay’s technology support queue, prioritizing and resolving tickets in coordination with senior team members.
• →Become familiar with and support basic configuration and troubleshooting as well as licensing of Reay’s application and platforms like Azure, O365, G Suite, Zoom, etc.
• →Collaboratively support with the analyzing feedback on internal technology processes, review trends in tickets, and suggest small protocol changes to reduce ticket volume.
• →Participate in enhancing our platforms, from initial design through testing and delivery.
• →Coordinate with end users and business owners to report and resolve urgent bugs or system problems.

First and foremost, the manager must share the Relay community’s commitment to working together to improve student growth and achievement through phenomenal teacher preparation grounded in diversity, equity, inclusion, and anti-racism. This includes providing teacher preparation programs that set novice teachers up to succeed in the classroom from day one; leadership programs that train new and veteran school and district leaders to best serve their school communities; and teacher-facing professional education that provides ongoing learning to educators. Additionally, for this position, we’re looking for candidates who possess a combination of the following skills:

• A bachelor’s degree or equivalent experience.
• Familiarity with ticketing systems.
• Comfortable troubleshooting Windows PCs, MacOS, O365, and Google products.
• An ability to execute multiple projects and/or priorities concurrently with manager support.
• Strong customer service orientation and social/collaborative mindset.
• Excellent verbal and written communication skills.
• Ability to quickly learn complex new web-based applications.
•  A demonstrated passion for educational equity.
• Authorization to work in the United States.

• Basic knowledge of Azure and Microsoft Intune.
• Working knowledge of Google Workspace, Slack, Zoom, and Happy Fox or other ticketing support systems.
• Proficiency with Mac OS and Windows 11.
• Experience liaising with vendors.

Relay prepares teachers and school leaders to teach students of all identities and backgrounds in order to push toward a time when this country no longer faces stark educational inequities. We recruit, develop, support, and retain a diverse staff, faculty, and graduate student body because we are committed to creating a diverse, inclusive, and actively anti-racist institution. We know, and the data support, that diversity, equity, and inclusion cultivate an environment in which people of all backgrounds can thrive, and this is critical to achieving our mission of educational excellence and equity. 

To fulfill that commitment, Relay encourages applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you meet a majority of the qualifications and see yourself in this role, we would love to see your application!