Information Technology Coordinator

About the role

The IT Technical Coordinator supports the delivery of high-quality, user-focused technology services across the organization. This position serves as a liaison between Information Technology and the university community, with a primary focus on user training, IT documentation, customer satisfaction, and continuous process improvement. The IT Technical Coordinator develops and maintains user-friendly technology resources, coordinates training and educational activities, evaluates the effectiveness of IT services, and identifies opportunities to improve processes and the overall user experience. The position works closely with IT staff and departments across the university to ensure technology services are clearly communicated, well documented, easy to use, and aligned with organizational needs.

Responsibilities

• Develop and deliver technology training for faculty, staff, students, and other users.
• Identify recurring support issues and develop training opportunities to address them proactively.
• Promote technology awareness and help users make effective use of university technology resources.
• Develop, maintain, and organize IT procedures, user guides, knowledge-base articles, FAQs, and technical documentation.
• Establish documentation standards and templates for the IT department.
• Review existing documentation regularly and identify outdated, incomplete, or redundant materials.
• Review IT processes and workflows to identify opportunities to improve efficiency, consistency, quality, and customer satisfaction.
• Analyze service desk trends, ticket categories, resolution times, recurring incidents, and other service metrics.
• Recommend improvements to IT procedures, workflows, and service delivery.
• Provide after-hours technical support as needed and assist with the resolution of user technology issues.
• Assist with ticket triage, categorization, prioritization, escalation, and follow-up.
• Provide backup support for other IT service functions as needed.

Requirements

• Strong understanding and technical knowledge of PC and Apple operating systems and hardware.
• Technical proficiency with Microsoft Desktop software, including Windows 10/11, Office 365.
• Technical proficiency with Apple operating systems and software, including MacOS, IOS, Safari, Outlook/Office for Macs.
• Good understanding of networking protocols and how computers communicate via networking protocols.
• Able to efficiently work with an SLA based ticketing system in opening, escalating, communicating, closing tickets.

Skills

• Excellent written, oral, and interpersonal communication skills.
• Strong customer service skills.
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize tasks for self in a complex environment.

Qualifications

• High School degree or general education degree (GED)
• Associate or higher degree is preferred.
• 2+ years of experience in an IT support position within a company of at least 200 employees is required.

Benefits

• MBKU provides an excellent benefits package including medical, dental, and life insurance, free vision exams, short and long term disability, generous paid time off plans, a university-sponsored retirement plan.
• See our website under Employment for more details regarding benefits of working for MBKU (www.ketchum.edu).

Schedule

• Work Shift: 5hrs/day, Monday through Saturday.