Technical Operations Coordinator

Position: Technical Operations Coordinator

Department: Operations / Technical Operations

Reports To: IT Systems Solutions Manager

Location: 3180 Presidential Dr, Atlanta, GA 30340

Summary:

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

The Technical Operations Coordinator plans and coordinates reliable, secure, and effective

technology operations across LifeLine Animal Project. The role’s primary focus is organization-wide

technology planning, asset lifecycle management, systems administration, vendor coordination,

staff enablement, and operational improvement. The Coordinator also ensures that employees

receive responsive technology support and that recurring issues inform longer-term solutions.

Reporting to the IT Systems Solutions Manager, the Coordinator manages assigned priorities with

substantial day-to-day autonomy, evaluates competing operational needs, determines appropriate

courses of action within delegated authority, and recommends solutions that affect multiple

locations and departments. The position serves employees at all LifeLine locations and remote staff

and is the first point of contact for troubleshooting county-owned equipment at county-affiliated

locations before escalation to the appropriate County IT department.

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

Uphold the standards and values of LifeLine Animal Project:

Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous -- 

Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity

• Own and maintain the annual technology work plan in alignment with organizational priorities and the direction of the IT Systems Solutions Manager, establishing timelines, dependencies, resource needs, and implementation priorities across locations.
• Coordinate the full lifecycle of organizational technology equipment, including inventory, assignment, configuration, maintenance, repair, secure storage, replacement planning, and disposition.
• Maintain accurate asset records, equipment standards, procedures, and supporting documentation across all locations.
• Assess equipment needs and make courageously repair-versus-replacement and purchasing decisions within approved budgets, policies, technical standards, and delegated authority, considering lifecycle, cost, compatibility, security, and operational impact.
• Evaluate and select equipment, vendors, and service options within delegated authority; coordinate approved purchases and manage vendor performance and relationships.
• Serve as the primary LifeLine contact for county-owned technology equipment at county-affiliated locations; troubleshoot issues, document findings, and escalate to County IT when appropriate.
• Coordinate and provide timely desktop, software, account, network, phone, and peripheral support with compassion to onsite and remote staff, balancing immediate service needs with organization-wide priorities.
• Monitor the technology request queue; assess urgency and operational impact, prioritize work, communicate status, resolve issues within the role's scope, and escalate when needed.
• Administer Google Workspace user accounts, groups, access, and approved settings in accordance with established security policies and authorization procedures.
• Support LifeLine phone, internet, Wi-Fi, mobile device, iPhone, and Google Voice services and coordinate with service providers as needed.
• Follow approved information-security, access-control, data-handling, and equipment-management practices; promptly report suspected security incidents or policy exceptions.
• Take responsibility to document recurring issues, resolutions, configurations, and support procedures to improve consistency and reduce future disruption.
• Design and deliver practical technology onboarding and training for new and current staff, including job aids and reference materials.
• Consult with departments to evaluate workflow needs, identify technology barriers, compare available solutions, and implement or recommend improvements within approved systems and resources, supporting our effort to save lives. 
• Support adoption of new software and improved data-collection practices by assisting with setup, testing, training, troubleshooting, and documentation.
• Assist teams with accurate and timely data collection for operational, grant, and county reporting; escalate questions concerning data definitions, analysis, or governance to the appropriate owner.
• Collect user feedback and monitor recurring support trends to inform planning, training, equipment standards, and process improvements.
• Maintain a dependable schedule for onsite support across LifeLine locations and attend meetings virtually or in person as needed.
• Build community by fostering collaborative relationships with staff, volunteers, vendors, and public-sector technology partners while communicating clearly and respectfully with users of varying technical skill levels.
• Respect, embrace, and celebrate diversity by operating with a judgment-free mindset and supporting an inclusive workplace and community.
• Continue education by participating in LifeLine's 40-hour annual training requirement and pursuing relevant professional development.
• Exhibit exceptional stewardship by maintaining organized, safe, and professional work and equipment-storage areas.
• Independently plan, prioritize, and carry out assigned responsibilities; evaluate alternatives; and make operational decisions within approved policies, security standards, budgets, system permissions, and delegated authority. Decisions and recommendations may be reviewed by the IT Systems Solutions Manager.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Compassion for animals and the people who love and care for them.
• Demonstrated ability to diagnose and resolve hardware, software, account, network, and peripheral issues.
• Experience administering Google Workspace or a comparable cloud productivity environment.
• Strong organization, documentation, recordkeeping, prioritization, and follow-through skills.
• Sound judgment and the ability to work independently within established policies, standards, budgets, and escalation pathways.
• Clear, patient, and service-oriented communication with people at all organizational levels and with varying levels of technical knowledge.
• Ability to manage competing requests across multiple locations while maintaining accurate status updates and documentation.
• Ability and willingness to work as a collaborative team member and maintain positive working relationships.
• Reliable transportation and the ability to travel among LifeLine locations promptly and regularly.
• Ability to pass required background screening.

Education and/or Experience:

High school diploma or equivalent and at least three years of relevant experience in end-user technology support, IT asset management, systems administration, or a closely related field required; an equivalent combination of education and experience will be considered. An associate degree or higher in information technology, computer systems, business operations, or a related field is preferred. Relevant certifications such as CompTIA A+, Network+, Google Workspace Administrator, ITIL Foundation, or equivalent practical training are also preferred.

Work Environment:

This position works in office, shelter, clinic, and operational environments and may occasionally work remotely as approved. The employee may be exposed to kennel odors, animal noise, cleaning products, and animals that are stray, injured, ill, fearful, or aggressive. The role requires regular movement among work areas and locations and the ability to set up, move, and carry typical computer and peripheral equipment, with reasonable accommodation as required by law.