About City Teaching Alliance
Our mission is to improve educational and life outcomes of children in urban schools by preparing culturally responsive, effective career educators who accelerate student achievement and disrupt systems of racial and socioeconomic inequity. City Teaching Alliance accomplishes this by recruiting outstanding candidates, equipping them with state-of-the-art training, and linking their certification to their demonstration of effective teaching practices and skills. Our residents and teachers will provide the necessary proof points to make a national case for educator effectiveness and accountability. Learn more about City Teaching Alliance on our website: https://www.cityteachingalliance.org/
Overview
We are seeking a highly organized and user-focused IT Ops Coordinator to join our growing Technology Team. Operating as an IT Coordinator on an Agile, client-focused team, you will support technology initiatives to improve the operational efficiency of stakeholders across the organization. The ideal candidate will be responsible for triaging incoming service requests, ensuring efficient resolution, managing the daily operations of our IT systems, and fostering positive client relationships.
Responsibilities
The primary responsibilities include, but are not limited to, the following:
Technical Support and Guidance
- Provide Tier I & II technical support through various channels
- Example channels: email, phone, Teams, Slack, Asana, Jira
- Assess IT service requests to determine their urgency and impact
- Own the requirements gathering and resolution process for IT service requests
- Provide timely and courteous communication to clients regarding the status of their service requests
- Assist in technology aspects of on-boarding/off-boarding and conduct orientations for new employees
- Develop accurate and up-to-date documentation related to IT systems, procedures, and troubleshooting guides
- Maintain and manage the distribution of physical technology assets, such as employee laptops
System Management and Administration
- Supports IT Team in managing, maintaining, and monitoring the organization’s IT systems and network infrastructure
- Ensure the security, reliability, and availability of IT services and resources
- Supports IT Team as a system administrator duties for various software solutions
- Example software: Google Suite, Box, Asana, O365 apps, Slack, Okta
- Serve as cybersecurity liaison with the managed service provider to ensure technology system security and compliance
- Ensure that technology systems adhere to organization-wide policies
IT Operations Improvement
- Audit IT systems and processes to identify areas for improvement
- Generate reports to track service request trends and performance metrics
- Continuously seek feedback from clients to identify opportunities for improvement and ensure their satisfaction
- Lead small to medium-sized projects aligned with skills and areas of responsibility within the Technology Team
- Define requirements and create tickets for the broader Technology Team to improve IT Ops
- Participate in Agile/Kanban activities to understand how IT Ops fits into the Technology Team roadmap
Target Start Date: December 1, 2023
Location: Hybrid, must be located within a 90-minute drive of our Baltimore office.
Time Commitment & Compensation: $58,815 & is subject to a geographic differential which could increase or decrease it by 4% or 8% depending on city of residence. We are an anti-racist organization that prioritizes equity so we do not negotiate salaries.
Qualifications
- 2 years of experience in a similar or closely related role required or undergraduate degree in a technology field
- Proven experience in IT operations, technical support, and network management
- Independent thinker with strong analytical skills and proactive problem-solver
- Excited about working in non-profit technology and at an antiracist organization
- Exceptional organizational skills
- Team player who thrives in a fast-paced and achievement-oriented environment
- Strong written and oral communication skills with the ability to understand others’ perspectives
- Experience engaging with technical and non-technical stakeholders
- Ability to break a project down into concrete and actionable steps and to complete those steps in a set timeline
- Required – Experience with Google Suite, Microsoft 365, HelpDesk ticketing systems, Okta, document management, and Mac & Windows OS configuration & troubleshooting
- Preferred – Experience with Box, Asana, Slack, Zendesk, and domain management
City Teaching Alliance Values
WE SERVE CHILDREN.
Children are the center of our work. We rely on the communities we serve to guide and inform the decisions we make about our curriculum, program and practice.
WE ARE AN ANTI-RACIST ORGANIZATION.
We are committed to ongoing knowledge seeking, reflection, and action to deliberately oppose racism. We are an inclusive organization that values the diversity of people, backgrounds and perspectives. We are active allies who pursue justice in the communities in which we live and work.
WE ARE LIFE-LONG LEARNERS.
We are dedicated to continuous improvement, innovation and excellence. We strive to be on the forefront of what is best for teacher education and students based on research and practice.
WE VALUE EACH OTHER.
We value each other as whole people. We are servant leaders who foster a supportive working environment that is empathetic and caring, and values direct, constructive feedback.
EOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law.