Summary

The Lead Coordinator, Technical Support Services assigned to the Health Sciences Building (HSB) serves as the senior on site technical resource and operational lead for field support services within the building. This role provides on-site support for desktop systems, peripherals, and related technologies as well as advanced phone support, resolving high priority and escalated incidents with minimal disruption to faculty, staff, and researchers. The position ensures adherence to established OIT procedures and service levels while promoting high customer satisfaction and rapid issue resolution. In addition to hands on technical work, the role mentors Field Support staff, monitors service metrics, and acts as a local liaison between HSB occupants and centralized OIT teams.

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.
• Performs other job-related duties as assigned.

Minimum Qualifications

• 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.