IT Support Operations Coordinator

2 weeks ago


Chicago, Illinois, United States Metropolitan Water Reclamation District of Greater Chicago Full time
IT Support Coordinator Position at Metropolitan Water Reclamation District of Greater Chicago

Overview

Under general supervision, the IT Support Coordinator is responsible for managing the support of computer systems within the organization. This role involves prioritizing requests, delegating tasks to staff, and maintaining comprehensive records related to the resolution of end-user issues concerning personal computers and telecommunication devices.

Key Responsibilities

  • Directs, prioritizes, and evaluates the work of IT Support Analysts within the department.
  • Ensures the upkeep of logs, including end-user requests, problem resolutions, and referrals.
  • Establishes service levels and agreements while overseeing the Service Desk operations.
  • Develops processes to identify, monitor, escalate, resolve, and report customer issues effectively.
  • Collaborates with customers to define quality standards and customer satisfaction metrics.
  • Assesses the technical performance and reliability of products, systems, and services against established industry benchmarks to guarantee customer satisfaction.
  • Formulates and implements technical service restoration and troubleshooting protocols for diagnosing faults in computer systems and peripheral devices.
  • Analyzes logs for patterns such as recurring issues and reports findings to management.
  • Investigates and escalates complex issues to senior technical staff or other IT departments for resolution; communicates with end-users regarding these referrals.
  • Recommends and may assist in developing training programs for staff and end-users on standard software applications.

Additional Responsibilities

  • Provides support during after-hours and weekends as necessary.
  • Performs other related duties as assigned.

Work Environment

The role is performed in a standard office setting and requires the use of typical office equipment, including computers.

Required Knowledge, Skills, and Abilities

  • Proficient in application development, network, and database administration within a client/server framework.
  • Familiarity with hardware for desktops, laptops, and telecommunication devices.
  • Understanding of procedures for installing software patches and updates on various devices.
  • Strong customer service orientation and commitment to customer satisfaction.
  • Excellent organizational skills.
  • Capability to troubleshoot intricate hardware issues and replace components on desktops, laptops, and telecommunication devices.
  • Ability to diagnose complex network, software, and printing challenges.
  • Competence in planning and supervising the work of others.
  • Effective communication skills, both verbal and written.

Minimum Qualifications

A bachelor’s degree from an accredited institution in information technology, computer science, or a closely related field, along with two years of experience in software and hardware support for personal computers in a networked environment.

Substitution Policy

Additional experience in software and hardware support may be considered in lieu of the required education on a year-for-year basis. Graduate studies in computer science or a related field may substitute for the required experience on a year-for-year basis. An ITIL Foundations certification may replace one year of the required education or experience.

Promotional Requirements

  • A minimum of one year of service with the organization as an IT Support Analyst II.
  • Civil service status as an IT Support Analyst II.


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