Summary

The 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 and constantly changing organization. The Technical Support Services Coordinator identifies, diagnoses and resolves first-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. Work performed by the analyst includes, but is not limited to on-site support in the installation and troubleshooting of Applications and Operating Systems, Computer network connectivity troubleshooting, and repair of hardware systems such as workstations (Macs and PCs), peripheral equipment such as printers, scanners, webcams and other connected peripherals.

Support VoIP systems, including Cisco and Poly CCX 400 and 500 phones, troubleshoot Microsoft Teams soft client, headset and audio issues. 

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

• High School diploma or GED.
• Two years of relevant experience.
   

Preferred Qualifications

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