IT Customer Support Coordinator

IT Customer Support Coordinator - Full Time

Job Category: Service

Requisition Number: ITCUS
003580

Posted: January 28, 2026

Location: MCH, 452 Old Street Rd, Peterborough, NH 03458, USA

The IT Customer Support Coordinator supports desktop technicians in scheduling, hardware refresh cycles, upgrades, imaging desktops, day-to-day break-fix and customer escalations. Documents procedures and works to improve the help desk application process. Assigns support tickets based on priority and appropriate staff member. Identifies process and procedure improvement opportunities. Works with IT staff on adoption and change management. Documents, tracks, and monitors problems, escalating when necessary to ensure timely resolution.

Uses a high degree of creativity and latitude to ensure end-user satisfaction. Participates in the IT implementation plan. Coordinates cabling and technical resources to ensure timely delivery on construction, upgrade and maintenance projects. Responsible for order and inventory management. Ensures standardization of processes and procedures for IT.

Responsibilities:

• Support desktop technicians in scheduling, upgrades, imaging, and day-to-day break-fix activities.
• Document procedures and improve help desk processes.
• Assign and escalate tickets based on priority and staff availability.
• Identify and implement process and procedure improvements.
• Collaborate on IT change management and adoption efforts.
• Document, track, and monitor IT problems, ensuring timely resolution.
• Assist in IT implementation planning and project coordination.
• Coordinate cabling and allocate technical resources for construction, upgrades, and maintenance.
• Manage IT-related orders and inventory; standardize processes and procedures.

Qualifications

• Familiar with a variety of hospital and IT concepts, practices, and procedures.
• Associate degree or 2-4 years of experience in IT customer service / Help Desk Support.
• Experience with in an ITIL / ISO 9000/27001 centric IT organization is preferred.

Education

• Associates or better.

Licenses & Certifications

• Equal Opportunity Employer statement and Know Your Rights notice are provided as required by law.

Benefits

• Health insurance
• Vision coverage
• Flexible spending accounts
• Life insurance
• Short and long-term disability insurance
• Accident and Critical Illness insurance
• Identity theft insurance
• Retirement savings plan
• Lifestyle spending account
• Free gym membership
• Generous paid time off
• Professional development and training opportunities
• Positive work environment with supportive team and growth opportunities

About Monadnock Community Hospital (MCH)

MCH is a critical access hospital in Peterborough, New Hampshire. For 100 years, we have provided outstanding care to our communities, earning a reputation for excellence as one of New Hampshire’s most successful and beloved small hospitals.

Culture & Region

• Compassion, Collaboration, Honesty, and Respect
• Equal opportunity employer; diverse and inclusive workforce
• New England community spirit; family-friendly; arts and culture
• Just 1.5 hours to Boston
• Scenic Monadnock Region with outdoor recreation and quality of life

Equal Opportunity Employer

Our small hospital is committed to diversity, inclusion, and equal opportunity employment. We welcome applications from individuals of all backgrounds and abilities. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.