IT Support Center Coordinator
About The Position
The Support Center Coordinator manages the IT Support Desk queue to ensure user incidents, service requests, and technical inquiries are handled efficiently and professionally. This role is responsible for coordinating support processes, triaging requests, and ensuring timely resolution. The Coordinator serves as a key liaison between end users, IT&S service lines, and vendor resources, supporting communication, customer satisfaction, and continuous improvement across the Support Center. As a representative of all five IT service lines, this position plays a pivotal role in the delivery of high-quality, customer-focused IT support services.
Requirements
- High school diploma required
- At least 2 years of experience in technical Support Center operations
- Strong customer service, communication, and organizational abilities.
- Ability to resolve issues independently and escalate appropriately.
- Competency working with nontechnical users.
Nice To Haves
- Associate’s degree preferred
- Preferred experience maturing a service desk, including developing processes, service catalogs, and knowledge bases.
- Six Sigma Certification
- Experience in healthcare or nonprofit environments
Responsibilities
- Serves as the initial point of contact for all Support Desk customers (10%)
- Responds to, triages, and documents incoming calls, service tickets, and requests (10%)
- Troubleshoots and resolves basic technical issues and inquiries (8%)
- Guides users to self-help resources when appropriate (4%)
- Escalates issues to appropriate tiers and collaborates on remediation efforts (6%)
- Provides hands-on support to end users to contribute to problem resolution (4%)
- Coordinates Support Center operations to ensure efficient ticket flow and reduce backlog (10%)
- Develops and supports SOPs, customer service standards, and knowledge base documentation (8%)
- Assists with communication of technical information, updates, and incident alerts to users (4%)
- Coordinates and documents hardware/software assets and procurement activities in the service desk system (6%)
- Manages IT&S equipment inventory, including receipt, distribution, and security of assets (6%)
- Coordinates communication with external vendors and support partners (4%)
- Supports the development of best practices and service enhancements aligned with industry standards (5%)
- Applies Process-Based Management (PBM) principles by analyzing trends, resolving process issues, and implementing improvements (6%)
- Assists in data-driven monitoring and reporting of Support Center performance metrics (4%)
- Performs administrative and operational tasks as assigned (3%)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
