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IT Support Operations Coordinator

2 months 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 of end-user issues related to personal computing and telecommunications.

Key Responsibilities

  • Directs, prioritizes, and evaluates the activities of subordinate IT Support Analysts within the department.
  • Ensures accurate maintenance of logs, including end-user requests and problem resolutions.
  • Establishes service levels and agreements while overseeing the operations of the Service Desk.
  • Develops processes to identify, track, escalate, resolve, and report on customer issues.
  • Collaborates with customers to define standards and metrics for quality and satisfaction.
  • Assesses the technical performance and reliability of products and services against industry benchmarks to ensure user satisfaction.
  • Creates and implements technical service restoration and troubleshooting protocols for diagnosing faults in computer systems and peripheral devices.
  • Analyzes logs for trends, such as recurring issues, and reports findings to management.
  • Researches and escalates complex issues to senior technical staff or other IT departments as necessary, while keeping end-users informed.
  • Provides recommendations and assists in training staff and end-users on standard software applications.

Additional Responsibilities

  • Offers after-hours and weekend support as needed.
  • Performs other related duties as assigned.

Work Environment

The position is conducted in a standard office setting, requiring the use of typical office equipment, including computers.

Required Knowledge, Skills, and Abilities

  • Familiarity with application development, network management, and database administration in a client/server framework.
  • Understanding of hardware for desktops, laptops, and telecommunications devices.
  • Knowledge of procedures for installing software updates and patches on various devices.
  • Strong customer service orientation and commitment to user satisfaction.
  • Excellent organizational skills.
  • Ability to troubleshoot complex hardware issues and perform hardware replacements.
  • Capability to resolve intricate network, software, and printing challenges.
  • Proficiency 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 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 substituted for educational requirements on a year-for-year basis. Graduate-level study in computer science or a related field may also substitute for experience on a year-for-year basis. An ITIL Foundations certification may replace one year of the required education or experience.

Promotional Requirements

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