IT Desktop Support Coordinator (DHWC)

Methodist Healthcare Ministries of S. Tx•San Antonio, TX

9d•$25 - $32

About The Position

The IT&S Support Center Coordinator serves as a primary point of contact for team members seeking technical assistance and helps ensure a positive customer service experience. The Coordinator supports daily Service Desk operations by monitoring incidents and service requests, coordinating ticket assignments and follow-up, communicating with customers, and escalating issues when needed. The role also supports organizational software governance by maintaining accurate software licensing records, monitoring utilization, and coordinating license administration under established IT&S policies. Basic technical troubleshooting is part of the role, with the primary emphasis on customer service, organization, communication, and coordination. The position supports team member productivity, software license governance, and technology asset coordination across MHM. It works independently within established IT&S policies, approved processes, troubleshooting procedures, and the tiered support model. The Coordinator interacts with team members, Support Center leadership, IT&S service line teams, business teams, procurement, and third-party vendors. A specific work setting or remote/hybrid arrangement is not specified. The position may require travel outside of San Antonio up to 50% of the time.

Requirements

High school diploma required.
Demonstrated commitment to courteous, responsive customer service and ability to communicate with team members of varying technical backgrounds.
Strong verbal and written communication, active listening, interpersonal, and problem-solving skills.
Ability to organize and prioritize multiple requests, maintain accurate records, and follow through on open items until appropriate resolution or escalation.
Attention to detail when documenting Service Desk activity, tracking software licenses, and maintaining asset records.
Ability to work independently, proactively identify tickets requiring follow-up, and recognize when issues should be escalated.
Willingness to learn basic troubleshooting practices, Service Desk systems, and software license management processes; prior technical expertise is not required.
Ability to apply common-sense understanding to written, oral, or diagram-based instructions and solve problems involving several concrete variables in standardized situations.
Ability to read, analyze, and interpret general business requirements, technical procedures, or government regulations; prepare presentations and documents in prescribed style and format; speak effectively to diverse audiences; and understand and interpret clinical terminology.
Ability and willingness to learn and use core systems, databases, Service Desk tools, spreadsheets, and software license administration portals.
May require travel outside of San Antonio up to 50% of the time.
Must be able to bend, stoop, twist, turn, walk, climb step stools, sit, and stand for periods, and lift and maneuver at least 25 pounds.

Nice To Haves

Associate’s degree preferred.
Six Sigma certification preferred.
Previous Information Technology or technical support experience preferred.
Experience in customer service, administrative support, call center operations, or a similar customer-facing role preferred.
Strong communication, organizational, and problem-solving skills, attention to detail, and willingness to learn new technologies and support processes.
Creative, strategic, and forward-thinking approach; ability to work independently and in groups, collaborate in complex and matrixed teams, manage projects, set and meet deadlines, and manage time.
Ability to work creatively with diverse stakeholders to build consensus; sound judgment, professionalism, transparency, and responsiveness when addressing organizational needs and developing recommendations.
Commitment to health equity and passion for creating change that leads to better lives and healthier communities; strategic and analytical thinking about community issues; adaptability; relationship management; understanding of organizational and community contributions; creativity and innovation.

Responsibilities

Provide courteous, responsive customer service as an initial point of contact; respond to calls, emails, and Service Desk requests, gather relevant information, and document customer needs.
Review incoming incidents and service requests for completeness, categorization, priority, and technician assignment; monitor open tickets and coordinate progress, follow-up, and documentation with technicians.
Identify aging or stalled requests and incidents approaching SLA targets; communicate concerns to technicians and leadership, keep customers informed, obtain additional information, and manage expectations through resolution.
Provide basic Tier 1 troubleshooting using established procedures and knowledge base articles; direct customers to self-help resources and coordinate escalation to appropriate technical resources.
Maintain Service Desk procedures, customer service standards, knowledge base articles, and self-help resources; identify recurring issues and opportunities to improve ticket flow, reduce backlogs, and support continuous improvement.
Maintain accurate software license records, including availability, assignments, usage, renewal or expiration dates, and supporting documentation; coordinate approved license requests, assignments, transfers, and removals.
Review software license utilization to identify unused, inactive, or duplicate licenses; coordinate approved reclamation or reassignment and work with IT&S and business teams on licensing changes related to onboarding, role changes, and departures.
Monitor software renewals and communicate licensing needs, utilization, and deadlines to IT&S leadership, procurement, and vendors; assist with reconciliations, audits, and documentation, and escalate discrepancies or potential compliance concerns.
Document hardware and software assets and procurement activity in approved systems; coordinate equipment inventory, including receipt, identification, tracking, and distribution.
Coordinate Support Center activities and communications with third-party support vendors and assist with assigned administrative activities to improve service efficiency.
Coordinate ticket assignments, follow-up, customer communication, vendor communication, and Support Center activities.