Summary

The Technical Support Services Senior Coordinator, serves as a highly trained, front-line representative for the Office of Information Technology (OIT), delivering innovative, world-class, customer support to a large, complex and constantly changing organization. The Technical Support Services Senior Coordinator identifies, diagnoses and resolves first and second-tier Desktop computer technical issues, and as necessary, escalates issues to more experienced team members, including the senior, team lead and manager, and/or subject matter experts in other areas of OIT. Work performed by the analyst includes but is not limited to on-site support in the installation and troubleshooting of Applications and Operating Systems, Computer network connectivity troubleshooting, and repair of hardware systems such as workstations (Macs and PCs), peripheral equipment such as printers, scanners, webcams and other connected peripherals. The successful candidate will have exceptional communication skills, both written and verbal, be regarded as a team player, have strong and proven organizational skills, and have a personal drive to be their best. Experience working with Windows based computers and Apple devices, latest Operating Systems, Microsoft Office tools (e.g. Word, PowerPoint, Excel), Citrix Portal, and many others. Previous work experience in an academic medicine environment is a bonus.

The Office of Information Technology (OIT) provides technology services, support and partnership in delivering key values to the mission of Baylor College of Medicine. This position is located at Baylor College of Medicine- Main Campus, in the Texas Medical Center.

Job Duties

• Resolves more complex and non-routine hardware related issues on Dell desktops and laptops, Lenovo desktops and laptops and iMac desktops and MAC notebooks.
• Conducts peripheral testing and troubleshooting on devices like HP printers, HP and Kodak scanners, Logitech webcams and Dell speakers.
• Troubleshoots software related issues on Windows 7 and Windows 10 Operating Systems on Dell and Lenovo desktops and laptops. Also troubleshoots MAC OS X instability issues.
• Installs Applications such as Office 365, Cisco VPN, SAP, Symantec Endpoint Encryption, Symantec Endpoint Protection as well as resolves issues with those apps and others that are unique to Baylor.
• Provides creative and thoughtful technical solutions using approved methods in accordance with established procedures and service levels.
  

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Associates' degree in Computer Science, Management Information Systems or Information Technology related field.
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Experience working in an academic medicine environment.