IT Support Center Coordinator

Position Summary

The Support Center Coordinator manages the IT Support Desk queue to ensure user incidents, service requests, and technical inquiries are handled efficiently and professionally. This role is responsible for coordinating support processes, triaging requests, and ensuring timely resolution. The Coordinator serves as a key liaison between end users, IT& S service lines, and vendor resources, supporting communication, customer satisfaction, and continuous improvement across the Support Center. As a representative of all five IT service lines, this position plays a pivotal role in the delivery of high-quality, customer-focused IT support services.

Summary

The hourly rate begins at $23.74. Mid range at $30.27. Actual starting rate will be commensurate with experience and education.

Scope and Impact

This role impacts the entire organization by ensuring timely response and resolution of technology issues, supporting productivity, reducing system disruptions, and improving user experience. The position influences IT& S efficiency through ticket management, asset coordination, vendor communication, and workflow optimization. Responsibilities directly support organizational compliance, service excellence, and operational readiness.

Decision-Making Authority

Operates independently in triaging tickets, determining severity, escalating appropriately, coordinating with service line teams, and resolving Tier 1 issues. Uses judgment in customer communication, ticket routing, and troubleshooting steps. Escalates complex situations, multi-layered issues, or priority incidents to higher-level support or leadership.

Interactions / Working Relationships

Works closely with end users across all departments, IT& S service line teams, senior leadership, and third-party vendors. Maintains regular communication with Support Center team members and collaborates with IT& S divisions such as Cyber Security, Health Informatics, Network & Infrastructure, and Technical Project Management.

Essential Duties and Responsibilities

• Customer Support & Ticket Management
• Serves as the initial point of contact for all Support Desk customers (10%)
• Responds to, triages, and documents incoming calls, service tickets, and requests (10%)
• Troubleshoots and resolves basic technical issues and inquiries (8%)
• Guides users to self-help resources when appropriate (4%)
• Escalates issues to appropriate tiers and collaborates on remediation efforts (6%)
• Provides hands-on support to end users to contribute to problem resolution (4%)

Operational Support & Coordination

• Coordinates Support Center operations to ensure efficient ticket flow and reduce backlog (10%)
• Develops and supports SOPs, customer service standards, and knowledge base documentation (8%)
• Assists with communication of technical information, updates, and incident alerts to users (4%)
• Coordinates and documents hardware/software assets and procurement activities in the service desk system (6%)
• Manages IT& S equipment inventory, including receipt, distribution, and security of assets (6%)
• Coordinates communication with external vendors and support partners (4%)

Continuous Improvement & Best Practices

• Supports the development of best practices and service enhancements aligned with industry standards (5%)
• Applies Process-Based Management (PBM) principles by analyzing trends, resolving process issues, and implementing improvements (6%)
• Assists in data-driven monitoring and reporting of Support Center performance metrics (4%)

Other Duties

• Performs administrative and operational tasks as assigned (3%)

Supervisory or Leadership Responsibilities

This position does not supervise others but provides guidance to users and collaborates with team members across IT& S service lines.

Qualifications

Minimum Qualifications (Required)

• Education: High school diploma required; Associate's degree preferred
• Licenses/Certifications: None Required
• Experience: At least 2 years of experience in technical Support Center operations
• Other Required Skills/Knowledge: Strong customer service, communication, and organizational abilities. Ability to resolve issues independently and escalate appropriately. Competency working with nontechnical users.

Preferred Qualifications

• Preferred experience maturing a service desk, including developing processes, service catalogs, and knowledge bases.
• Six Sigma Certification
• Experience in healthcare or nonprofit environments

Knowledge, Skills, and Abilities (KSAs)

• Exceptional interpersonal and communication skills
• Ability to manage multiple priorities and adapt to shifting demands
• Strong critical thinking and problem-solving skills
• Ability to build consensus among diverse stakeholders
• Commitment to service excellence and customer-centric operations
• Organizational awareness and ability to collaborate across functional areas
• Ability to align technical tasks with strategic organizational needs

Language Skills

Ability to read, analyze, and interpret business requirements, technical procedures, and regulations. Strong written and verbal communication skills. Able to present information clearly and respond effectively to diverse groups including staff, leaders, customers, and community members.

Technology and Tools

• Ability to learn and use core systems and databases
• Service desk/ticketing applications
• Microsoft Office Suite
• Common desktop hardware/software platforms
• Internet and communication tools

Work Environment and Physical Demands

• Work Setting: Office and operational support environments
• Physical Demands:
• Bending, stooping, twisting, turning
• Walking, climbing step stools
• Sitting and standing for extended periods
• Ability to lift and maneuver at least 25 pounds
• Travel: May require travel outside of San Antonio up to 50% of the time.