Job Summary
This role is pivotal in managing and supporting both personnel and end-user technology needs. The User Service Coordinator will oversee a small department of technicians, ensure the smooth operation of technical services, and assure timely, customer-service oriented resolutions to problems. This position requires a blend of technical expertise, leadership skills, and a commitment to customer service. The User Service Coordinator will interface with the outsourced technical help desk and provide advanced end-user technical support to internal staff, with a focus on Windows and MacOS operating systems, Microsoft O365, and other business-critical software applications. This role provides guidance to Helpdesk technicians in the design and delivery of support services.
Essential Duties and Responsibilities
• Lead and mentor the site-based IT technical support team, fostering a collaborative and productive work environment.
• Develop and implement IT policies, procedures, and best practices to ensure optimal performance and security.
• Coordinate with the Technical Director to align technology initiatives with business objectives.
• Collect, generate, document, and analyze data to support data-driven decisions for continuous improvement.
• Demonstrate professional and ethical behavior at all times.
• Oversee the support and maintenance of end-user technology, including desktops, laptops, mobile devices, audio visual equipment, and software applications.
• Ensure timely and efficient resolution of IT support requests, providing hands-on assistance when necessary.
• Foster a customer-centric approach within the Technical, Application, and AV Services support teams, ensuring high levels of satisfaction and effective.
• Manage and maintain the organization’s IT infrastructure, including end-user devices, audio-visual equipment, digital signage and other related applications.
• Implement and monitor security measures to protect data and systems as directed by the Technical Director and the Chief Information Security Officer.
• Oversee software and hardware installations, upgrades, and configurations.
• Lead technology projects from inception to completion, ensuring they are delivered on time and within scope.
• Collaborate with other departments to identify and address technology needs and opportunities for improvement.
• Evaluate emerging technologies and provide recommendations to enhance organizational efficiency and innovation.
• Performs other related duties as assigned.
Required Knowledge and Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Customer-focused mindset with a track record of delivering high-quality support.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Understanding of basic project management and change management principles.
• Ability to operate computer/peripherals using a variety of basic applications.
• Ability to effectively use college applications and utilities after receiving basic training.
• Proven ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Ability to work independently with minimum supervision.
Required Education and Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education and experience required.
• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Minimum of 5 years of experience in IT support, system administration, or a related field.
• Proficiency in managing and supporting Windows, Apple, and Chrome operating systems.
• Familiarity with cybersecurity best practices and tools.
• Technology experience in a school environment or other comparable experience.
Preferred Education and Experience
• Advanced degree or relevant certifications (e.g., ITIL, CompTIA, Microsoft) is preferred
• Three years managing users, computers, and group policy in an Active Directory domain environment.
• Three years deploying and managing Microsoft Office and other business application software on workstations.
• Three years with Microsoft 365 administration (Teams, OneDrive, SharePoint).
• Three years assisting users and troubleshooting hardware and software issues.
• One year of experience with a support ticketing system.
• One year of experience with enterprise printing.
Certificates and Licensures
None.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand. The employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee occasionally works near moving mechanical parts. The noise level in the work environment is usually moderate.
Notes: The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.