"Coordinator of Desktop Support"

Coordinator of Desktop Support

Company:
Oklahoma City Community College

Job Location:

Category:
IT Support and Training

Type:
Full-Time

Posting Number: Staff_0403473

Classification Title: Staff

Datatel Position ID: NEAD3COORDSS1A

Annual Hours: 2080

Placement Range: $46,318.73 - $50,950.60

Position Type: Regular

Job Category: Exempt

General Description

This position will support the planning and execution of technology initiatives across our campus. This position plays a critical role in ensuring timely and efficient coordination of desktop support projects, including computer lab upgrades, staff and faculty device rollouts, software deployments, and classroom technology improvements.

This role supports both administrative and academic departments, requiring excellent communication, coordination, and organizational skills. The ideal candidate will be comfortable working in a dynamic, educational environment and have a strong commitment to enhancing technology services that directly support teaching, learning, and student success.

Reports To: Director of Technology Support Services

What position(s) reports to this position?

2- Computer Technician I

Minimum Education/Experience

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a closely related field

Minimum (2) years' work experience in desktop support, IT service desk, or end-user computing environments

Minimum (1) year supervisory or lead work experience, including coordinating staff, assigning workload, and managing performance

Substitution/Equivalency: Will accept an Associate's Degree plus (4) years' full-time work experience in desktop support, IT service desk, or end-user computing environments that includes (1) year of supervisory or lead experience, including coordinating staff, assigning workload, and managing performance in lieu of Bachelor's degree.

Required Knowledge, Skills & Abilities

Knowledge:
Knowledge of support tools and technologies, remote access solutions, and IT service management best practices

Knowledge of desktop hardware, classroom AV equipment, and common educational software platforms.

Directing team members in their day-to-day activities and supporting them in troubleshooting

Experience troubleshooting computer hardware and Windows operating systems

Knowledge of campus IT infrastructure concepts and basic networking principles relevant to academic and administrative computing environments

Skills:
Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical and people related issues

Skill in troubleshooting, configuring, and supporting Windows and macOS environments in instructional and administrative settings

Effective written and verbal communication skills, with the ability to translate technical information for non-technical users.

Strong organizational skills with attention to detail and the ability to manage multiple priorities in a fast-paced, deadline-driven environment

Customer service-oriented technical support skills when assisting faculty, staff, and students.

Project management and planning skills in service of the customer support team

Leadership and motivational skills

Abilities:
Ability to work collaboratively as part of a team and adapt to changing priorities and operational needs

Ability to effectively direct and oversee staff in their day-to-day work activities

Ability to maintain confidentiality of information

Ability to work flexible hours as needed

Physical Demands/Working Conditions

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS:
The work is medium work which requires the person in this position to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Additionally, the following physical abilities are required:

This position requires the person to frequently move about the various OCCC campuses

This position requires the person to frequently communicate with and listen to administration, faculty, staff, students, and others to perform the essential functions of the position; must be able to exchange accurate information in various situations

This position requires the person to frequently remain in a standing and stationary position

This position requires the person to frequently operate a computer, other office machinery, and mobile devices to perform the essential functions of the position

This position requires the person to frequently operate equipment that involves repetitive motions of hands and wrists

This position requires the person to frequently position self to move, work on, operate and/or inspect equipment or to assist customers

This position requires the person to use upper and lower body to exert force up to 50 pounds to grasp or lift materials or equipment

This position requires the person to frequently position self to access materials that may be above head or at ground level

This position requires the person to judge, observe, and assess the accuracy, neatness, thoroughness of work assigned or to make general observations

Work is performed in a relatively safe, and secure work environment

Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs

Work is performed during normal office hours with some flexibility as needed

Preferred Qualifications

CompTIA A+ Certification

Previous working experience with ticketing systems (e.g., FreshService, Jira) and IT asset management tools

Previous work experience with project management tools (e.g., Microsoft Project; Trello, Asana)

Required Training

Quarterly compliance training as assigned by institution
Quarterly and annual training as assigned by Director of TSS

Work Hours: Monday - Friday, flexible hours between 7 AM to 6PM (Hours are subject to the needs of the college)

Department: Desktop Support

Open Until Filled: No

HR Contact: Beth Holmes

Special Instructions to Applicants

Applicants are to thoroughly complete the online application and attach the following required documents: Cover Letter, Resume, and transcript conferring highest degree.

Applicants who do not attach required documents will not be considered.

For application assistance, please contact Human Resources at (405) 682-7542, Monday through Friday between the hours of 8:00 AM and 5:00 PM.

Job Duties (Position Specific)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Job Duties (Duties Assignment Statement)

• Coordinate desktop support projects across campus, including classroom/lab technology refreshes, staff device replacements, software installations, and system updates
• Support deployment of technology for new semesters, academic year start-up, and special programs
• Work closely with IT staff, faculty, and administrative departments to align technology rollouts with instructional schedules and academic priorities
• Maintain and update project documentation, including task lists, schedules, meeting notes, status reports, and asset inventories
• Assist with scheduling and coordinating resources for IT projects, including vendor deliveries, installation teams, and support staff
• Communicate project timelines, impacts, and updates to campus stakeholders in a clear, user-friendly manner
• Track hardware/software inventory and assist in the procurement and distribution of desktop equipment
• Provide logistical and administrative support during major projects such as system migrations or lab renovations
• Identify potential project risks or delays and escalate as needed to the Director, Technology Support Services
• Oversee the documentation of processes, procedures, and user guides
• Lead user training or communication efforts during changes to desktop systems
• Support incident management and problem resolution escalated from the desktop support team
• Ensure compliance with organizational policies and security standards
• Collaborate with the Director, Technology Support Services in developing and executing strategies to achieve departmental goals
• Ensure timely resolution of technology-related issues, including hardware and software problems, network connectivity, and system outages
• Manage and supervise a team of IT computer technicians, providing guidance, support, and performance evaluations.
• Serve as an escalation point for complex or critical incidents, working closely with team members and other IT teams to resolve issues promptly
• Collaborate with other IT teams to implement and maintain support tools, remote access technologies, and system monitoring solutions
• Stay up to date with emerging technologies and industry trends, and make recommendations for adopting new tools and methodologies
• Coordinate the deployment, configuration, and maintenance of technology equipment, including desktops, laptops, mobile devices, and peripherals
• Assist in budget planning and procurement of technology assets and services
• Assist with the coordination of work schedules among student employees and interns to ensure availability during peak times

Job Duties (Safety / Policy & Procedures)

• Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures
• Contribute to a safe educational & working environment
• Adhere to established safety and health procedures and practices for the purpose of providing injury and illness prevention for self and others
• Complete quarterly health and safety training pursuant to OCCC's established safety and health procedures and practices
• Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur