IT Operations Support Coordinator
About The Position
The IT Operations Support Coordinator provides day-to-day IT support for staff and residents. This role manages a team of student desktop support technicians, ensuring timely resolution of support tickets, quality customer service, and consistent communication with end users. This role also assists with the division’s IT lifecycle planning, including equipment audits and replacement schedules. The Coordinator builds strong working relationships with staff and residents to better understand their technology requirements and ensure positive support experience. This position is governed by state and federal laws and agency/institution policy. Regular, reliable, and non-disruptive attendance is an essential job function of this job, as is the ability to create and maintain collegial, harmonious working relationships with others.
Requirements
- Bachelor's degree in computer science, computer applications, information systems, or a related field from an accredited institution of higher education.
- At least two years of experience in computer support OR At least four years of experience in computer support.
- Knowledge of the limitations, use, and management of desktop computer hardware and software.
- Ability to maintain a high level of customer service while adhering to departmental and university standard operating procedures.
- Ability to quickly analyze computer and network problems or errors and devise corrective measures.
- Ability to create and maintain complete and up-to-date documentation regarding the various systems and procedures used within the department.
- Ability to use project management principles to complete work assignments.
- Ability to supervise paraprofessional staff and lead others.
- Ability to use resources appropriately.
- Ability to use clear and proactive verbal and written communication.
- Proof of legal authority to work in the United States on the first day of employment.
Nice To Haves
- Experience with configuration management software including remote imaging, software deployment, and patch management from Microsoft and Dell.
- Experience managing a preventative maintenance and lifecycle replacement program for IT equipment.
- Experience working in a formal IT service management (ITSM) environment (e.g. ticketing systems, SLAs, incident/request workflows).
- Experience supervising, mentoring, or training student employees or part-time technical staff.
- Experience troubleshooting and resolving software, hardware, and network issues.
- Experience with asset management.
Responsibilities
- Manages a team of student desktop support technicians, ensuring timely resolution of support tickets, quality customer service, and consistent communication with end users.
- Assists with the division’s IT lifecycle planning, including equipment audits and replacement schedules.
- Coordinates IT projects for desktop support staff.
- Collaborates with external vendors and campus partners.
- Serves as the primary point of contact for departmental IT needs and escalates issues when necessary.
- Builds strong working relationships with staff and residents to better understand their technology requirements and ensure positive support experience.
Benefits
- University contributions to health, dental, life and disability insurance
- Tuition waivers for employees and their families
- 12 official holidays
- Immediate leave accrual
- Choice of retirement programs with university contributions ranging from 5 to 10% of employee salary
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
