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IT Support Coordinator
2 months ago
Job Summary
The Metropolitan Water Reclamation District of Greater Chicago is seeking a highly skilled IT Support Coordinator to join our team. As a key member of our IT department, you will be responsible for coordinating the support of computer systems for the District.
Key Responsibilities
- Coordinate and prioritize the work of subordinate IT Support Analysts in the section.
- Oversee the maintenance of logs such as end-user requests, problem resolution or referrals and related logs.
- Define service levels, service agreements and manage the Service Desk operation.
- Establish processes to identify, track, escalate, resolve and report customer problems.
- Jointly, with the customer, define standards and measures for quality and customer satisfaction requirements.
- Analyze the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction.
- Develop and implement technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
- Review and analyze logs for trends such as repeat occurrences or issue type; reports findings to supervisor.
- Research and refer issues of larger scale or more technical nature to more senior technical staff or other IT sections for resolution; responds to end-user regarding referrals.
- Recommend, and may assist in the development of, and/or provides training for staff and end-users in standard software applications.
Additional Responsibilities
- Provide after hours and weekend support when required.
- Perform other duties as assigned.
Requirements
To be successful in this role, you will need:
- Graduation from a four-year accredited college or university majoring in information technology, computer science or a closely related field.
- Two years of experience in software and hardware support of personal computers in a network environment.
Substitution
Additional experience in software and hardware support of personal computers in a network environment may be substituted for the required education on a year-for-year basis. Graduate study in computer science or a closely related field may be substituted for the required experience on a year-for-year basis. An ITIL Foundations certification may be substituted for one year of the required education or experience.
Promotional Requirement
- One year of service with the District as an IT Support Analyst II.
- Civil service status as an IT Support Analyst II.
