IT Support Coordinator

IT Support Coordinator

The incumbent is responsible for overseeing the daily operations of IT Support, coordinating the support team to ensure timely and effective assistance for users, and driving continuous improvement of the service desk. This role monitors and tracks all support requests to ensure appropriate resolutions and optimal allocation of service desk resources. The coordinator also leads procedures for identifying, prioritizing, and resolving service issues. Additionally, the IT Support Coordinator provides hands-on, in-person support when necessary. Occasional evening or weekend work may be required to support maintenance activities or IT projects. The position is also required to be in an 'on call' rotation for after-hours support. Safety/Security Sensitive Designation: This position is classified as safety/security sensitive under the Arkansas Medical Marijuana Amendment and is therefore subject to random drug and alcohol testing.

Job Duties

Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.

This position does not have direct reports, however may be required to periodically train and direct employees. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws.

Support the IT management team in coordinating and overseeing the daily operations of the IT Support team, ensuring effective assignments of tasks, smooth workflow, and consistent delivery of support services.

In collaboration with the IT Manager, distribute and balance workloads among service desk staff to ensure timely and efficient completion of assignments.

Ensure all incoming service requests and incidents are logged, tracked, and resolved in a timely manner.

Prioritize and assign tasks to service desk staff based on urgency and impact.

Serve as an escalation point for service desk staff.

Foster and maintain a client-focused service environment that emphasizes proactive problem prediction, timely detection, and effective resolution. Ensure customer service and communication remain top priorities in all support interactions.

Provide timely documentation of issues, action plans, and outcomes.

Arrange timely service from external vendor support organizations as needed.

Proactively identify and remove barriers to meet Service Level Agreements (SLAs). Achieve all client satisfaction objectives and internal and external SLAs.

Assist with development and implementation of service desk responsibilities, procedures, and best practices.

Monitor and analyze performance metrics of the IT Support team's activities and documented resolutions to identify problem areas.

Develop and implement solutions to improve service quality and proactively prevent future issues. Ensure operational improvements and changes are effectively implemented and continuously monitored.

Collaborate with other IT teams and departments to resolve complex technical issues and facilitate the implementation of new technologies.

Maintain and regularly update a knowledge base and documentation covering common issues and their solutions.

Assist in the deployment and maintenance of IT hardware, software, and systems as needed.

Manage the full lifecycle of IT assets, including procurement of hardware and software, coordinating vendor deliveries, scheduling deployments, and ensuring accurate tagging, documentation, and inventory of desktop computers and software.

Prepare and analyze regular reports on the IT Support team's operations, including service desk metrics (e.g. ticket resolution times, incident trends, and resource utilization), asset inventory, and performance dashboards to support data-driven decision making.

Handle administrative duties such as scheduling IT support shifts, coordinating training sessions, managing vendor contracts and invoicing, and ensuring compliance with documentation standards.

Assist in budgeting for IT resources, tracking expenditures, and generating financial reports for departmental reviews.

Maintain accurate records for audits, policy updates, and regulatory requirements, while facilitating communication of reports to senior management and stakeholders.

Perform other duties as required or assigned.

Minimum Qualifications

High school diploma or GED required; an Associate's degree in business, information technology, or a related field is preferred.

Must have a minimum of 2 years of relevant experience, including at least 1 year of experience in project management, IT dispatch coordination, or a similar role.

Requires technical experience in customer service, dispatching, and incident or break-fix support across PC hardware, telecommunications, audio/visual systems, and/or network connectivity products and services.

Must have a valid driver's license.

Basic computer hardware/software training course(s) preferred.

Must be proficient in the use of desktop, hardware and software (Access points, printers, IP cameras, peripherals, etc.)

Comprehensive knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio).

Ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects.

Must have ability to establish and maintain effective working relationships with management and staff.

Ability to work independently of direct supervision.

Willingness and ability to respond on occasion to callouts in the evening, nights, and on weekends. Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.

Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed, or observed while in the performance of duties.

Skill in organizing resources and establishing priorities and the ability to learn and support new systems and applications.

Knowledge of PC networks and data communication concepts, preferably in a Microsoft Windows environment (Active Directory, Group Policy, Microsoft Azure, Virtualization).

Basic knowledge of telephony concepts, preferably in VoIP / PBX environments. Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and personal digital assistants/smart phones (such as IPhone and Galaxy).

Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.

Ability to accurately convey technical information to non-technical audiences both orally and in writing.

Good planning, organizing, problem solving and time-management skills.

Supplemental Information

Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications.