Title:  Coordinator, Technical Support Services

Division:  Information Technology
Schedule:  Monday - Friday, 8:00 am - 4:00 pm
Work Location:  Houston, TX
Salary Range:  $41,601 - $65,000
FLSA Status:  Nonexempt
Requisition ID:  9269


The Technical Support Services Coordinator, 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. OIT provides technology services, support and partnership in delivering key values to the mission of Baylor College of Medicine. This position is located at Baylor main campus, in the Texas Medical Center. This position requires strong customer service communication skills and on-site support of desktop computing equipment and all related applications and peripherals that may be attached to it.

Job Duties

  • Resolves routine hardware related 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 related issues on Windows 7 and Windows 10 Operating Systems on Dell and Lenovo desktops and laptops; 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.
  • Provides creative and thoughtful technical solutions using approved methods in accordance with established procedures and service levels.
  • Properly documents technical troubleshooting and resolution details.
  • Works with OIT leadership and other OIT staff to solicit and disseminate customer feedback.
  • Demonstrates vast knowledge of supporting desktop computers in a business environment.
  • Communicates information that requires explanation or interpretation of moderate importance to internal customers and our technical team.
  • Provides guidance, helping to train and review work of entry level employees.
  • Delivers on day-to-day objectives with direct impact on team results with some supervision.

Minimum Qualifications

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

Preferred Qualifications

  • Proficiency in Microsoft Word, PowerPoint, and Excel.
  • Work experience in an academic medicine environment.
  • Broad knowledge of operational, functional, and/or business computer systems, typically obtained through experience and education.





Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.