Title:  Senior Coordinator, Technical Support Services

Division:  Information Technology
Schedule:  Monday - Friday, 8:00 am - 4:00 pm
Work Location:  Houston, TX
Salary Range:  $46,176 - $63,723
FLSA Status:  Nonexempt
Requisition ID:  9268


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. 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 complex and non-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 Endpoing 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.
  • 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.
  • Communicates information that requires explanation or interpretation of moderate importance to internal customers and our technical team.
  • Demonstrates vast knowledge of supporting desktop computers in a business environment.

Minimum Qualifications

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

Preferred Qualifications

  • Associates' degree in Computer Science, Management Information Systems or Information Technology related field.
  • Broad knowledge of operational, functional, and/or business computer systems, typically obtained through experience and education.
  • Experience working with Windows based computers and Apple devices.
  • Experience with the latest operating systems, Microsoft Office tools (e.g. Word, PowerPoint, Excel), Citrix Portal, and many others.
  • Previous work experience in an academic medicine environment.





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