Technical Support Coordinator

Technical Support Coordinator

Responsibilities

• Oversee Tech Support in order to integrate Tech Support with the rest of the organization
• Advocate for tech supports needs to staff collective
• Coordinate Tech Support volunteer interns

• Work with volunteer intern coordinator to recruit an ample amount of volunteer interns to ensure that Tech Support is adequately covered,
• Create and maintain training procedures and documentation for volunteer interns
• Improve issue management and tracking systems and procedures
• Maintain an intern schedule

• Maintain documentation for Tech Support including:

• Knowledge base
• Policy
• Training procedures and documentation

• Do tech support alongside and/or in absence of volunteer interns, e.g. answer the phones, assist walk-ins, maintain correspondence with Tech Support recipients, track correspondence and work via RT, etc.
• Provide information about desired functionality and packages to distribution maintainers.
• Maintain and improve systems that protect the customers private information
• Communicate with volunteer interns, clients, and the Free Geek community
• Improve and maintain tech support policies in line with Free Geek philosophy and capabilities.
• Attend Education Committee meetings to improve educational opportunities for recipients of Free Geek computers
• Attend other committee meetings pertinent to doing the above
• Attend staff committee meetings
• Work with volunteer supervisors and core volunteers, assisting them with problem solving as it relates to your area.

In addition

The ideal candidate will be able to work well under stress in a somewhat chaotic setting and maintain a positive attitude, even in the face of stubborn ignorance. The candidate will not be afraid to ask questions but will be able to work on projects almost entirely without supervision. The candidate will be able to remain flexible as Free Geek grows and changes.