IT Support Coordinator

Overview

Description 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.

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

Education / Experience

An equivalent combination of education and experience is acceptable.

Required Skills / Abilities

Certificates, Licenses, Registrations

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 :

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