Coordinator, Technical Support Services

Job Duties

• Resolves routine hardware related issues on Dell desktops and laptops, Lenovo desktops and laptops and iMac desktops and MAC notebooks. Completed peripheral testing and troubleshooting on devices like HP printers, HP and Kodak scanners, Logitech webcams and Dell speakers.
• Troubleshoots software related issues on Windows 10 and Windows 11 Operating Systems on Dell and Lenovo desktops and laptops. Also troubleshoots MAC OS X instability issues. Installs Applications like Office 365, Cisco VPN, SAP, Symantec Endpoint Encryption, Symantec Endpoint Protection as well as resolve issues with those apps and others that are unique to Baylor.
• Terminates Cat5e and Cat6a wall jacks, use toner and probe tools to properly identify and trace cables, support VoIP systems, including Cisco and Poly CCX 400 and 500 phones, troubleshoots Microsoft Teams soft client headset and audio issues.
• Provides creative and thoughtful technical solutions using approved methods in accordance with established procedures and service levels.
• Documents technical troubleshooting and resolution details.
• Works with OIT leadership and other OIT staff to solicit and disseminate customer feedback.
• Performs other job related duties as assigned.

Minimum Qualifications

• A high school diploma or GED.
• Two years of relevant experience.

Preferred Qualifications

• Experience setting up phone systems using Teams and Cisco phones.