IT Support Services Coordinator

Purpose

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Under general direction of the IT Manager, the IT Support Services Coordinator oversees daily IT support operations, coordinates technical services across the district, and leads the delivery of reliable technology solutions for Metro Parks.

This role provides advanced technical support while also coordinating projects, vendors, and operational workflows to ensure efficient and effective IT service delivery. The position serves as a key point of contact between users, IT staff, vendors, and leadership.

Example of Duties

Prioritizes and effectively manages inbound support request tickets in conjunction with the Information Systems Manager; responds to client questions and problems relating to computers, communications, and centralized applications; identifies problems; resolves issues for most common problems, escalating issues upward, if necessary.

Maintains accurate documentation of status and problem resolution, applicable hardware and/or software adds, changes, moves or deletes; updates documentation on technical issues.

Communicates with internal clients as issues are resolved to ensure tickets can be closed.

Troubleshoot and resolves basic network issues such as login problems, password resets, and minimum requirements for functionality.

Identifies and resolves basic network configuration issues at the workstations, user or network resource issues, etc.

Installs, configures, and resolves basic hardware problems with standard computers, network and peripheral equipment.

Creates basic application packages using vendor-supplied installation routines, scripts, and some customization of settings.

Sets up user accounts, permissions, and passwords.

Supports and administers Google Apps.

Provides guidance to users on how to operate software and computer equipment, and assists with training.

Maintains current knowledge with respect to relevant state-of-the-art technology, equipment, and/or systems.

Performs continuous updates of core technology infrastructure.

Modifies and maintains system backup procedures.

Supports and configures cloud services.

Creates and maintains detailed technical documentation, change logs, and other material as needed.

Contributes to setting and achieving park district and IT strategic goals and objectives.

Assists the Information Systems Manager in ensuring a secure IT environment.

Performs special projects and related duties as required or assigned.

Qualifications

Education/

Experience:

Degree or technical certification and minimum of 4 years experience in information technologies related field or any equivalent combination of education and experience. Desired certifications:
CompTIA A+ CompTIA Security+ CompTIA Network+ CompTIA Server+ CompTIA Project+. Demonstrated knowledge in an Enterprise Windows, including LAN/WAN/VPN networks. Demonstrated experience with Google Apps, Microsoft Office, Active Directory, Chrome Browser, VMware, Chrome OS, IOS, Android, Linux, Windows Server, current Windows Desktop Operating System. Demonstrated experience in modifying systems and performing routine system maintenance.

Attendance:
Being present at work is an essential function of the position.

Team-Oriented:
Works on a team. Outstanding customer service, communications and interpersonal skills.

Language

Skills:

Ability to communicate verbally and in writing to coworkers, other professionals, the general public, Franklin County Data Center, and public officials; ability to explain technical information in everyday language which non-technical people can understand; ability to train others. Communication occurs daily.

Mathematical

Skills:

Ability to calculate fractions, decimals and percentages; deal with non-verbal symbols in formulas, equations or graphs; proofread technical materials, recognize errors and make corrections.

Reasoning Ability:
Ability to define problems, collect data, establish facts, draw valid conclusions and develop appropriate recommendations to resolve identified problems; ability to gather, collate and classify information about data, people, and things.

Licenses, Registrations:
Possession of a valid Ohio driver license, and insurable by the Park District's insurance carrier.

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time, walk/move, talk and hear. The employee is required to use hands and fingers to type, use calculator, computer, file paperwork, etc. Ability to operate standard office equipment in the performance of essential functions. Ability to work at heights and in small spaces while installing computer systems and cabling.

The employee is required to operate various types of equipment using their hands to handle, or feel objects, tools, or controls, and reach with hands and arms, bend, stoop, etc. Ability to take the necessary precautions to work safely with electrical and electronic…