IT Support Coordinator

Summary:

The IT Support Coordinator is responsible for providing technical support and ensuring the smooth operation of the organization's IT systems. This role involves troubleshooting hardware and software issues, managing IT assets, and assisting with network maintenance. The IT Support Coordinator is also the point of contact for staff, delivering excellent customer service and timely solutions to technical problems. Position is on-site at the Lebanon office with occasional travel to other locations in Tennessee.

Essential Duties and Responsibilities:

• Serve as the first point of contact for IT support requests, logging and managing tickets, and ensuring timely resolution of issues.
• Diagnose and resolve hardware, software, and network problems, escalating complex issues to higher-level support as necessary.
• Perform regular system updates, backups, and maintenance tasks to ensure the stability and security of IT systems.
• Develop and conduct training sessions for staff on new technologies, software applications, and best practices for IT security.
• Track and manage IT assets, including computers, mobile devices, and software licenses, ensuring accurate inventory records.
• Create and maintain detailed documentation of IT processes, procedures, and troubleshooting guides.
• Coordinate with external vendors for purchasing, maintenance, and support of IT equipment and services with approval by CFO.
• Monitor and respond to IT incidents, performing root cause analysis and implementing corrective actions to prevent recurrence.
• Assist in the planning and execution of IT projects, such as system upgrades, network expansions, and new software implementations.
• Implement and enforce IT security policies, including user access controls, data protection measures, and compliance with relevant regulations.
• Provide remote support to off-site employees, ensuring their access to necessary systems and resolving connectivity issues. Go on-site as needed.
• Work closely with other departments to understand their IT needs and provide tailored support solutions with support of CFO.
• Other duties as assigned.

Supervisory:

This position does not have supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

An equivalent combination of education and experience is acceptable.

• Bachelor’s degree in Information Technology, Computer Science, or related field required.
• 2-4 years of experience in an IT support role, handling a variety of hardware, software, and network issues required.

Required Skills/Abilities

• Model and promote a positive and professional environment.
• Experience with administration of Office 365 including user account management, SharePoint and Teams.
• Excellent customer service and support to end-users.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Excellent organizational skills, attention to detail, and accuracy.
• Good communicator with excellent speaking, writing, listening, and presenting skills.

Certificates, Licenses, Registrations

• Valid driver’s license and a clear driving history.

Physical Demands and Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is typically performed mostly in an office setting. The noise level is moderate to loud. Environmental conditions may include exposure to standard office equipment and encounters with individuals with developmental, intellectual and/or physical disabilities.

The physical demands of this position include the following:

• This position requires the employee to regularly talk or hear, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
• Regular use of a desktop computer, laptop, and/or tablet.
• Must be able to lift up to 25 pounds at times.
• Must be able to go up and down stairs.