Technology Coordinator/Informational Technology Support

We are looking for a tech-loving, problem-solver and process optimizer. If that's you, come join us as a Technology Coordinator to help us transform the workplace into a practice lab for mastering life's most useful skills.

As a Technology Coordinator, you will work on our Business Operations & Technology team, assisting with processes, projects, and internal communication to ensure our team is aligned and operating efficiently. This role is a great fit for you if you see each interaction as an opportunity to create delight through timely communication that addresses teammate needs in full. The position is an ideal match for excellent record-keepers with a keen eye for accuracy and an eagerness to investigate and resolve any problem that pops up.

Technology Coordinator accountabilities:

1. Technology Support

Purpose: Create conditions for Labmates to do their best work by providing outstanding tech support.

• Maintain the organization of folders and documents within the IT Department's Google Drive instance.
• Research and advise on software and hardware selection.
• Assist with the Onboarding/offboarding process including but not limited to: account creation/deletion, managing permissions and managing equipment.
• Provide timely, helpful, and delightful responses to Labmates who reach out for tech support through the helpdesk portal.
• Resolve IT tickets and troubleshoot tech issues across all existing platforms including Zoom, G-Suite, Microsoft Office Suite, MixMax, ClickUp, and HubSpot.
• Assist with data security/application management (e.g., password management, Google Drive permissions).
• Purchase tech for new and existing Labmates, and maintain equipment inventory records.

Success metrics:

• Meet SLA-defined response times for tech support.
• Complete all assigned tasks with 95% accuracy.
• Meet 100% of project deadlines (or provide early warning if unable to meet deadlines on time).

2. Internal Communications

Purpose: Ensure the internal Tech team is operating smoothly and efficiently by creating clear and timely communications.

• Update the IT team's roles & responsibilities as they change within the department.
• Compile regular IT team reports and updates.
• Look for opportunities to streamline and improve our IT team's communication processes.
• Create and maintain IT playbooks and resources to ensure they are accurate and up-to-date.

Success metrics:

• Receive positive feedback on level of support from Labmates, Role Sponsor, and Project Sponsors.
• Collect feedback from project sponsors and collaborators.
• Meet 100% of communication deadlines (or provide early warning if unable to meet deadlines on time).

3. Special Projects

Purpose: Support the internal Technology team and grow LifeLabs by applying your unique strengths, skills, and knowledge in ways that align with business objectives.

• Assist with a variety of special projects in collaboration with the Director of IT and/or other internal stakeholders.
• Involve Labmates who may be impacted by your project.
• Always Be Learning: seek feedback from your collaborators and project sponsors.
• Write a clear definition of "done" and provide success metrics for every project.
• Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes.

Success Metrics:

• Collect feedback from project sponsors and collaborators
• Achieve a 100% on-time project completion rate (or provide early notice if you cannot).

Technology Coordinator requirements:

• Experience using helpdesk software such as: FreshService, ZenDesk, etc.
• Proficient in troubleshooting hardware and software issues in an Apple/Mac environment.
• At least 2+ years of experience working at an IT helpdesk in a remote or hybrid environment.
• Administering accounts in Microsoft Office, Google Workspace, and other SaaS applications.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Attention to detail, and advanced time management and organization skills.
• Ability to communicate with clarity, power, and warmth over phone and video calls.
• Comfort juggling many tasks, projects, and relationships at once.
• Genuine care for humans.
• Ability to adapt, learn, and stay positive in the face of change and ambiguity.
• Openness to giving and receiving feedback.
• Strong written communication & interpersonal skills

Preferred but not mandatory:

• Experience working with large tabular datasets (e.g., Excel, MySQL).
• Proficiency with ClickUp, Jira, Confluence, or other project management tools.
• Industry-standard certifications such as ITIL, CompTIA A+, Technical Support Fundamentals (Google), or similar.
• Formal credentialing (e.g. degree and/or completion of formal skills-based training like the above) in computer science, technology, communications, or a related field.

The deets:

• Starting salary matches your skills and readiness for the role assessed during the interview process.
• Compensation: salary + bonus (Success Share)
  • Year 1: 10% of 65K Year 2: 10% of 70K Year 3: 10% of 75K Year 4: 10% of 80K Year 5: 10% of 80K + 2% COLA
  • Our compensation system is transparent and consistently applied throughout the company. As you take on new responsibilities, you can expect a yearly compensation increase, so long as you are meeting the role expectations #AlwaysBeLearning! This translates into a predictable raise up to $80K base salary, after which your base salary will increase based on an annual cost of living adjustment.
  • Additionally, you will be eligible to participate in our quarterly Success Share program which is a 10% bonus on your eligible earnings when we hit our quarterly revenue target.
• Location: Remote (can be based anywhere in the U.S., except Alaska)
• Additionally, you will be eligible to participate in our quarterly Success Share program which is a 10% bonus on your eligible earnings when we hit our quarterly revenue target.
• Start date: July 17, 2023
• Starting Salary: $65K-$70K
  • Starting salary matches your skills and readiness for the role assessed during the interview process.
• Our compensation system is transparent and consistently applied throughout the company. As you take on new responsibilities, you can expect a yearly compensation increase, so long as you are meeting the role expectations #AlwaysBeLearning! This translates into a predictable raise up to $80K base salary, after which your base salary will increase based on an annual cost of living adjustment.
• Year 1: 10% of 65K Year 2: 10% of 70K Year 3: 10% of 75K Year 4: 10% of 80K Year 5: 10% of 80K + 2% COLA

Want to know what to expect ahead?

Step 1: Complete the application below.

Step 2: Do a self-led mock working session to get a sense of the role and give us an opportunity to see your skills in action.

Step 3: Join a behavioral interview related to the role and our company values.

• Note: All live interviews will be recorded and erased after 1 year of the interview.

To start! If you're interested: please send us your resume and complete the application below.