Operations Communications Coordinator

Job Description

Location:Erie 1 BOCESTechnology ServicesTS Service DeskE1B Education CampusWest Seneca, NY 14224

Hours:8:00AM

4:00PM

Hourly Rate:$23.58

Annual Education Stipends:$500 for Associates Degree/Accredited Training Program Certification or$1000 for Bachelors Degree or$1500 for Masters Degree

Generous Benefits Package including but not limited to the following: Employment - Erie 1 BOCES

• 15 Paid annual Holidays
• Generous Paid Personal/Sick time
• Generous Paid vacation days
• Premium Health and Dental plans (E1B pays 85%)
• Life insurance at NO cost to you
• FSA plan
• Commitment to Diversity, Equity, and Inclusion
• NYS Retirement System
• 403b AND 457 retirement plans
  
  

Job Responsibilities:The Operations Communications Coordinator is the initial point of contact for all incoming technical support issues and correctly opens and tracks tickets for each issue and ensuring the user is transferred to the correct department for all higher-level issues; Acts as liaison between communications users and the data processing department to obtain information necessary for system software modification when communication and terminal equipment is installed; Installs and/or assists in the installation of communication equipment, terminal equipment, micro based equipment, and software; Performs basic troubleshooting procedures on communication lines, communication, terminal and micro based equipment; Trains users in the operation of remote terminal site equipment; Maintains records that are necessary for determining maintenance, operating efficiency and cost; Tracks assigned tickets and will ensure updates provided by vendors or other sources are entered correctly.

• Assists with development of new and maintaining existing documented procedure to improve networking, communications and customer service.
• Assists in training other service desk staff in carrying out their assignments.
• Develops documentation and procedures that is shared with the teams to assist customers.
• Troubleshoots, repairs, and maintains contracted hardware and software. Must be capable of lifting up to 15 pounds.
• Coordinates repairs with vendors and installs equipment as requested by customers and second level service desk support.
• Logs and maintains electronic database of district purchased and service desk disbursed repair services.
• Logs problems into electronic ticketing system to assist with problem determination and resolution. Refer unresolved tickets to second level service desk.
• Provides technical assistance to our customers via telephone, email, remote access, text messaging and collaborative virtual environments to resolve their issues as promptly as possible.
• Monitors LAN/WAN hardware and software including but not limited to VoIP, firewalls, switches and filtering equipment. If necessary, refers to second level service desk to determine appropriate vendor to contact or for corrective action.
• Maintains up-to-date electronic documentation of all computer equipment that will be maintained by the service desk.
• Maintains daily and historical database of all problems related to various equipment and/or installations to assist with problem determination.
• Maintains network related software including but not limited to VPN, VoIP, Content Filtering, Firewalls, wireless management, switches and routers.
• Trains district personnel in proper procedures for diagnostics and operations of computer and LAN/WAN equipment.
• Sends immediate notifications of outages or maintenance to employees and customers when relevant.
• Travels to building sites where students, teachers and administrators are present as needed, must hold a valid driver license.
• Provides off-hour coverage as requested.
• Other duties may be assigned that are relevant to the civil service job description for this title.Civil Ser