POSITION OVERVIEW

Reporting to the System Engineer, the IT Coordinator is responsible for ensuring an outstanding level of customer service by providing direct IT support to MLN staff, school partners and stakeholders, both onsite and virtually through our MLN Schools Helpdesk. This individual will be responsible for multiple tasks and proactive planning, as well as supporting and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the MLN School population.

DUTIES AND RESPONSIBILITIES

• Troubleshoot and resolve tech support tickets received through the MLN Schools Helpdesk.
• Provide guidance and instruction, assisting with administrative issues, as needed.
• Work with the technical support staff and the MLN community to promote excellent customer service, effective response times and provide insight into various support issues, software and hardware related.
• Increase efficiencies, technical ability and interpersonal skills.
• Collaborate and train with technical support staff on technical and procedural matters.
• Assist with system monitoring and troubleshooting, to include alarm, network, and phone systems.
• Collaborate with other MLN departments and sites to support the MLN mission and vision.

OTHER RESPONSIBILITIES

• Provide ongoing support and actively collaborate with all MLN Schools leaders and employees to ensure that the mission, vision, values and philosophy of MLN Schools is clearly understood and carried out.
• Represent MLN Schools in a positive and professional manner in all interactions and communications.
• Follow and actively participate in development of all MLN Schools guidelines, policies and procedures.
• Maintain professional competence through participation in professional development activities provided by MLN Schools and self-selected professional growth activities.
• Perform other responsibilities as defined by the Technology Leadership Team.

ESSENTIAL FUNCTIONS

• Communicating with others to exchange information. (In Person/Telephone/Computer)
• Sedentary work that primarily involves sitting/standing.
• Adjusting or moving objects up to 30 pounds in all directions.
• Vehicle operation for transportation purposes between worksites.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• May encounter outdoor elements (high (>90)/low (<60) temperatures, precipitation and/or wind.
• Ability to work in situations involving the need to make informed and quick decisions.
• Ability to supervise/manage workers and delegate as needed in project management situations.
• Reading detailed documentation and analyzing data sets.
• Writing professionally both by hand and utilizing computer software.
• Speak in public settings.
• Dealing and navigating professionally through high-stress situations.

• Passion for Information Technology, Computer Science or related field.
• Proven experience as an IT Coordinator, Support Specialist or similar role.
• Experience in help desk support, preferred.
• Solid knowledge of IT systems and applications, preferably Mac OS and iOS.
• Ability to troubleshoot and repair issues.
• Strong communication and interpersonal skills.
• Attention to detail.
• Excellent organizational and coordination skills.