Senior Coordinator, Technical Support Services

About the role

The Senior Coordinator, Technical Support Services serves as a highly trained, front-line representative for the Office of Information Technology (OIT), delivering innovative, world-class, customer support to a large, complex and constantly changing organization. The Technical Support Services Senior Coordinator identifies, diagnoses and resolves first and second-tier Desktop computer technical issues, and as necessary, escalates issues to more experienced team members, including the senior, team lead and manager, and/or subject matter experts in other areas of OIT.

Responsibilities

• Provides on-site support for installation and troubleshooting of Applications and Operating Systems
• Performs computer network connectivity troubleshooting
• Repairs hardware systems including workstations (Macs and PCs) and peripheral equipment such as printers, scanners, webcams and other connected peripherals
• Resolves complex and non-routine hardware issues on Dell desktops and laptops, Lenovo desktops and laptops and iMac desktops and Mac notebooks
• Performs peripheral testing and troubleshooting on devices like HP printers, HP and Kodak scanners, Logitech webcams and Dell speakers
• Troubleshoots software issues on Windows 7 and Windows 10 Operating Systems on Dell and Lenovo desktops and laptops
• Troubleshoots macOS instability issues
• Installs applications such as Office 365, Cisco VPN, SAP, Symantec Endpoint Encryption, Symantec Endpoint Protection and resolves issues with those applications and others unique to Baylor
• Provides creative and thoughtful technical solutions using approved methods in accordance with established procedures and service levels

Minimum Qualifications

• High School diploma or GED
• Four years of relevant experience

Preferred Qualifications

• Associate’s degree in Computer Science, Management Information Systems or an Information Technology-related field
• Experience working in an academic medicine environment
• Experience working with Mac computers

Work Authorization Requirement: This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.