IT Customer Service Coordinator

IT Customer Service Coordinator –
Waubonsee Community College

Hybrid option available. Full‑time support staff position.

Work schedule:

M-F 8 a.m. to 4:30 p.m. (40 hrs/week). Varies between campuses.

• Serve as technical lead for the Technical Assistance Center team.
• Train, monitor and mentor the TAC team to maintain proficiency on current/future supported technologies.
• Design curriculum and lead training and mentoring of student workers and interns.
• Coordinate TAC schedule and in‑person coverage to ensure the right level of support for users.
• Backfill IT Services Specialist duties as needed.
• Manage IT process workflows within the ITSM.
• Provide escalation support to first‑line support teams.
• Correspond with users and technicians regarding status of IT service calls.
• Assist the IT Services manager to develop, monitor and maintain efficient service procedures.
• Train other IT teams on IT services procedures and ITIL best practices.
• Assist the manager in developing methods of measuring IT service effectiveness.
• Compose campus‑wide communications regarding IT‑provided services.
• Maintain and update the IT Service Management System, tracking incidents and service requests.
• Administer TOPDesk, including system configurations, process workflows, onboarding new departments, self‑service portal design, scripting automation, and report creation.
• Lead the implementation of the IT Service Management system in other areas of the college.
• Administer the Waubonsee Alert System, Omnilert.
• Administer the 2‑factor authentication system, Duo.
• Manage the TAC phone queue, ensuring adequate support and running reports/monitoring recordings.
• Provide reports on weekly IT requests and common issues to IT Managers and CIO.
• Perform other duties assigned.

• Prerequisite:
  Bachelor’s degree.
• ITIL Foundations Level certification preferred.
• Minimum five years of related experience; IT customer support experience preferred.
• Three years of team leadership or supervisory experience.
• Exceptional organizational, coaching, and leadership abilities.
• Exceptional customer service focus and delivery.
• Exceptional attention to detail.
• Exceptional problem‑solving and analytical skills.
• Exceptional interpersonal skills, including effective communication via email, in‑person, and telephone.
• Knowledge of computer networks, hardware, and software required.
• Knowledge of ITIL best practices and IT service management processes preferred.
• Programming and/or scripting experience desired.
• Ability to lift a minimum of 30 pounds.

• Cover Letter – Yes
• Resume – Yes
• References – Yes (can be provided at interview)
• Transcripts – Yes (can be provided at interview)

• Job
• Grant Funded:
  No
• Compensation Range: $73,157.00 – $91,447.00
• Compensation Type:
  Salaried
• Compensation determined by experience, education, and qualifications.
• Work Schedule:
  
  M-F 8 a.m. – 4:30 p.m.
• Work Hours:
  
  40 hours/week
• Testing:
  No
• Targeted Hire Date: 1/5/2026
• Benefits:
  Click to See Benefits Page
• Special Instructions:
  Please provide copies of transcripts or certifications as applicable/ if available. Official transcripts are required only for degrees above High School Diploma/ GED, if hired.

EOE, including disability and veteran.