IT Help Desk Coordinator

Avenues: The World School - New York - Full time

WHY WORK AT AVENUES?

A top-tier school in New York City, offering a truly global education, that will expand to the world’s leading cities in the next decades. Teaching and learning through dual language immersion and challenging interdisciplinary projects. A culture of creativity, entrepreneurship and deep collaboration. State-of-the-art technology throughout. Brilliant colleagues, with widely diverse experience, creating a unique educational experience together. Unparalleled possibilities for professional learning and development prospects around the globe. There is no place quite like Avenues.

Technology is a cornerstone of the Avenues experience providing learning tools, assessment frameworks, communications conduits, platforms for research and innovation, pedagogical and curricular vision, as well as fundamental services to ensure the day-to-day operations of the school as a multinational organization. The Technology professionals behind this matrix of tools and services provide thoughtful, timely, and purposeful implementation, support and maintenance to ensure Avenues, as a whole, is able to serve its mission to the fullest.

THE OPPORTUNITY

The IT team is one of exemplary professionals at the intersection of Nursery-12 education and technology. We employ highly skilled technical staff, technology integrators and librarians to provide students, faculty and staff with high-quality technical support, information literacy, and leadership.

The IT Help Desk Coordinator acts as the first point of contact for students and employees requiring technical assistance from the IT department. This role answers, evaluates, and prioritizes requests for technical assistance made by phone, email and/or the Helpdesk ticket management system. The role includes administrative duties, such as maintaining inventory database, crafting communication, and building good workflows. The IT Helpdesk Coordinator also performs first level hardware and software support.

WHAT YOU’LL DO

  • Screen, refer and diagnose Help Desk requests as they relate to the maintenance of school technology and related software in a timely manner
  • Interact with faculty, staff and students to ensure a positive support experience
  • Provide in-person, email-based, ticket-based, and telephone support
  • Provide help desk monthly reporting in collaboration with the Service Manager
  • Assist with hardware deployment and de-commission for faculty, staff and students
  • Propose solutions to resolve problems and improve efficiency
  • Maintain the help desk and asset database
  • Document workflows, technical solutions, and user-facing technology instructions
  • Provide Tier 1 technical/AV support to faculty, administration and staff
  • Help to develop and maintain documentation for procedures and troubleshooting
  • Assist the systems administrator, TIs, and IT Management with the support of accounts within the Avenues community
  • Participate in departmental team meetings as well as breakout project groups
  • Comfort and interest in working in an environment with small children as well as educationally-minded adults

WHAT YOU BRING

  • Comfort or ability to rapidly learn triaging Mac and iOS hardware/software
  • Energized by Avenues’ mission and opportunity for impact in education
  • A collaborative spirit as well as the ability to communicate and work effectively in a team environment
  • Superb communication skills (verbal and written)
  • Excellent client service skills
  • Critical eye for detail/data errors
  • Ability to handle, and ensure the completion of, multiple tasks or projects at a time. This will include maintaining appropriate priorities as needed
  • Burning intellectual curiosity and mindset of continuous learning and growth
  • Bachelor's degree or equivalent experience

APPLY

Avenues offers competitive compensation and a generous benefits package. Avenues is committed to diversity among our staff, and applicants of diverse backgrounds are strongly encouraged to apply.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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