Lead Coordinator, Technical Support Services
Baylor College of Medicine · Houston, TX · 1 wk ago
AdministrativeFull-time
Job Duties
- Performs advanced troubleshooting, installation, relocation, modification, diagnosis, and repair of desktop computing systems and associated peripheral equipment within HSB.
- Handles complex and escalated incidents from Level 1 and Level 2 analysts and the Help Desk.
- Assigns escalations based on skill level, and monitors Field Support queues to ensure timely work order turnover.
- Documents all resolutions in the call tracking system, including patches, bug fixes, and service packs, and follows up with customers to confirm completion and satisfaction.
- Chairs regular team touchpoints to review workload and metrics, prepares reports on team performance, and collaborates with other OIT teams to coordinate resolution of cross functional issues impacting building operations.
Minimum Qualifications
- A High School diploma or GED.
- Six years of relevant experience.
Preferred Qualifications
- Experience supporting large enterprise environments—ideally within academic, research, or healthcare settings.
- Strong customer service and communication skills.
- Experience serving as a technical or team lead, and familiarity with IT service management tools (e.g., ServiceNow).
- Additional endpoint, Microsoft, or ITIL certifications are desirable.