Summary

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. 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.

Job Duties

• Resolves more 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 resolves 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.
• Performs other job-related duties as assigned. 

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.
• Experience working in an academic medicine environment.