Technical Support Coordinator

Technical Support Coordinator

Responsibilities

• Oversee Tech Support in order to integrate Tech Support with the rest of the organization, overseeing how Tech Support fits into the Big Picture.
• 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 for new volunteer interns, especially regarding tracking system for support (RT)
• Maintain a schedule that is easily accessible to the rest of the organization

• Maintain documentation for Tech Support, especially on the Free Geek wiki
• 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.
• Participate with the Distro group to develop and plan a software profile for Free Geek computers. Research and test software in current and proposed profiles.
• Work to protect the private information of those being supported. Maintain and oversee appropriate lines of communication between volunteer interns, clients, and the Free Geek community.
• Solidify support policy/policies in line with Free Geek philosophy and capabilities. Be aware of Free Geek programs.
• Work with Education committee to improve educational opportunities for recipients of Free Geek computers, including but not limited to classes, Build program curriculum, etc.
• Attend meetings as necessary, including but not limited to Staff and Education
• 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.