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Technology support coordinator

EF Education First

EF Education First

IT, Customer Service
Pasadena, CA, USA · United States
Posted on Monday, June 10, 2024
Technology Support Coordinator
Reports to: Manager of Educational and Learning Technology
The Technology Support Coordinator role at EF Academy, Pasadena is responsible for providing technical assistance and support to students, faculty, and staff in the effective use of technology systems and equipment. The primary objective of this position is to ensure smooth functioning of technology resources, infrastructure and promote a positive technology experience within the campus community.
As both a start-up and a boarding school, at EF Academy Pasadena our faculty and staff are guided in their practice by an educator competency architecture with four domains that define how to be and become inspiring educators, committed caretakers, courageous innovators, and relationship builders. Working on this team of staff requires a commitment to best practices, a comfort with iteration, and a fervor for collaboration.
Professional Qualifications and Qualities:
  • Bachelor’s degree or active pursuit of a degree or equivalent is required; relevant certifications or technical training are a plus;
  • Strong technical knowledge and troubleshooting skills in computer hardware, software applications, operating systems, and IT networking;
  • Familiarity with common educational software and learning management systems used in high schools;
  • Excellent customer service and interpersonal skills, with the ability to work collaboratively and communicate technical information effectively with diverse constituencies including students, faculty, administrators, and parents;
  • users of varying technology proficiency;
  • Detail-oriented with strong organizational and multitasking abilities to handle multiple support requests and tasks simultaneously;
  • Ability to work independently and collaboratively as part of a team in a fast-paced environment;
  • Patience, adaptability, willingness to learn, and a positive attitude when dealing with technology challenges and diverse user needs;
  • Be able to lift 50lbs;
  • Ability to administer policies fairly and consistently;
  • Significant foreign travel or cross-cultural experiences a plus;
  • Be a motivated and flexible team player that is ready to work towards the good of the community.
Key Responsibilities in each domain:
Committed Caretakers
We take our responsibility of ‘in loco parentis’ very seriously. When students are in our care, they are the most important thing in the world. Every interaction with them should come from the heart.
  • User Support: Respond to technology-related inquiries from students, teachers, and staff, providing timely and effective technical assistance via helpdesk ticketing system, in-person, or email channels.
  • Troubleshooting: Diagnose and resolve hardware, software, system, and network issues reported by users.
  • Maintenance and Upkeep: Perform routine maintenance tasks such as system updates, software installations, hardware checks and repairs, and equipment inventory management.
  • Documentation: Maintain accurate records of support requests, resolutions, and inventory information using designated ticketing systems or databases. Create documentation and user guides as needed.
  • Security Compliance: Ensure adherence to technology-related security policies, including user account management, password resets, data backup, and antivirus software updates.
  • Technology Inventory: Assist in maintaining an up-to-date inventory of technology assets, including tracking equipment repairs, replacements, and disposal.
  • Data entry: Input data as needed to systems.
  • Proactively be alert to indicators of potential child protection or well-being issues and report these immediately in accordance with the school’s procedure.
  • Take responsibility for student safety and ensure all protocols are adhered to, as stated in the Student Handbook and school policies.
  • Embrace responsibilities as a trained Mental Health First Aider to support student well-being.
Relationship Builders
We offer our students a second home. They join an extended family that cares for them, nurtures them and encourages them to become their best selves.
  • Provide local IT Network Support in collaboration with the EF Global IT network administrators to troubleshoot and resolve network connectivity issues, ensuring smooth access to online resources and services.
  • Monitor and maintain IT infrastructure devices, such as network switches, UPS devices, access control equipment, CCTV equipment, etc.
  • Collaborate with other technology support staff, teachers, and administrators to identify areas for improvement and recommend solutions to enhance the overall technology infrastructure and user experience.
  • Participate in and attend school events, activities, and excursions to support students and develop our sense of community.
Inspiring Educators
Create meaningful and intentional learning opportunities through residential life programming for students to learn how to be proactive and self-reflective in managing their well-being, developing their independence, and engaging in the community.
  • Assist the Manager of Educational and Learning Technology in conducting technology training sessions or workshops to familiarize users with new technologies and best practices.
  • Setup and configure devices, including computers and audiovisual equipment in classrooms and other school areas.
  • Thoughtfully reflect on practice via the professional portfolio process annually.
Courageous Innovators
Be brave in collaborating with others to implement exciting and creative opportunities for students to develop their cultural competency.
  • Research issues and help to provide solutions as needed.
  • Maximize use of platforms and functionality to streamline processes across campus, including information sharing, communication and data gathering.
  • Play a key role in creating a school-wide culture which places the safety, well-being and happiness of its students at the forefront.
  • Participate in professional learning opportunities offered by the school.
Additional duties may be assigned as necessary to support the evolving technology needs of the campus.
Working Hours:
Full-time non-residential position
This is a non-exempt, salaried 12-month position. The average working week will be 40 hours per week during periods when the campus is open, with opportunities for additional hours to cover events and busy periods. Hours will mostly be during office hours during the week, and may also include weekends. The hourly rate for this role is $19.24 and the annualized salary is $40,000.
About EF Education First:
At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs - focused on language, travel, cultural exchange, and academics - turn dreams into international opportunities.
When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about - we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, parental status, identity, experience and everything else that makes you unique.
We are proud to be an equal opportunity employer and are committed to providing employees with a work environment free of discrimination and harassment. About Education First: https://www.ef.com/wwen/about-us/