IT Support & Project Coordinator

Overview

IT Support & Project Coordinator

Support Coordinator palys a key role in managing the technical support services for an organization, ensuring that IT systems and services run smoothly and that end-users receive timely assistance with IT-related issues. They typically serve as the liaison between IT support staff, users, and management, ensuring that all technical support needs are addressed effectively.

Project Coordinator plays a critical role in the management and execution of IT-related projects within an organization. They work alongside project managers and IT teams to ensure that projects are completed on time, within budget, and according to specifications. This role involves organizing tasks, managing timelines, and facilitating communication among stakeholders to ensure the success of IT projects.

Support Coordination Role:

Here are the typical responsibilities, skills, and qualifications for an IT Support Coordinator:

Key Responsibilities:

1. Project Planning and Coordination

• Assist in the development and management of project plans, timelines, and milestones.
• Coordinate project activities and ensure alignment with business objectives and technical requirements.
• Help organize project kick-off meetings and define the scope, goals, and deliverables for IT projects.
• Ensure all project documentation is complete, accurate, and easily accessible.

2. Task Management and Scheduling

• Track and schedule project tasks, ensuring all team members are aware of their responsibilities and deadlines.
• Update project schedules and progress regularly, ensuring that any delays or issues are communicated to the project manager.
• Allocate resources, such as IT staff, equipment, and software, to ensure that tasks are completed effectively.

2. Technical Support Management

• Oversee and coordinate IT support services, ensuring issues are resolved efficiently and within a set timeframe.
• Manage ticketing systems (e.g., ServiceNow, Zendesk) to track user issues, monitor progress, and escalate unresolved issues.
• Assign and prioritize incoming IT support requests based on severity and impact on business operations.
• Provide guidance and support to IT support technicians and other staff in troubleshooting technical problems.

3. Communication and Liaison

• Serve as the main point of contact between end-users and the IT department, relaying user concerns and feedback.
• Communicate technical issues to non-technical staff in a clear and understandable manner.
• Collaborate with other departments to ensure their IT needs are met, including hardware/software requirements, network access, and troubleshooting.

4. Scheduling and Coordination

• Schedule and manage IT support tasks, such as system updates, maintenance, and service downtime.
• Coordinate with external vendors for hardware repairs, software licenses, and IT services.
• Ensure that IT support staff are adequately staffed and trained to handle support requests efficiently.

5. Documentation and Reporting

• Maintain detailed records of all IT support requests, including resolution times, user feedback, and common technical issues.
• Generate regular reports on support trends, service performance, and areas for improvement.
• Develop and maintain a knowledge base or FAQ repository for common IT issues to help users resolve issues independently.

6. Asset and Inventory Management

• Track and manage IT assets, such as hardware, software, and licenses.
• Ensure that all equipment is up to date, and replacements or upgrades are requested in a timely manner.
• Assist with procurement processes for new hardware, software, or services.

7. Training and Support

• Provide training to staff on how to use IT systems and software efficiently.
• Offer ongoing support and user education on IT policies, security practices, and troubleshooting basics.

8. Problem-Solving and Issue Resolution

• Troubleshoot and resolve complex IT issues, working closely with IT staff or external vendors as needed.
• Identify recurring technical issues and propose solutions to prevent future disruptions.
• Help resolve network, hardware, and software issues to minimize downtime and improve productivity.

9. Process Improvement

• Identify opportunities to streamline support workflows, improve response times, and enhance service delivery.
• Participate in evaluating and recommending new technologies or tools to improve the support process.

10. Communication and Stakeholder Management

• Serve as a liaison between project teams, stakeholders, and clients, ensuring that everyone is informed about project progress and updates.
• Facilitate regular meetings with project teams to discuss progress, risks, and any changes to project scope.
• Communicate project status to stakeholders and escalate issues when necessary to senior management.
• Ensure that all parties involved in the project are clear on expectations and timelines.

11. Risk Management

• Identify potential risks to the project timeline, budget, or scope and work to mitigate these risks.
• Monitor project progress and adjust plans as necessary to handle delays or unforeseen issues.
• Assist the project manager in managing any conflicts or issues that arise within the team.

12. Budgeting and Resource Management

• Assist in the creation and tracking of project budgets, ensuring that costs stay within the approved limits.
• Monitor resource allocation and ensure that all project resources (people, technology, etc.) are utilized effectively.
• Help manage procurement for necessary software, hardware, or services for the project.

13. Documentation and Reporting

• Maintain accurate project documentation, including project plans, meeting minutes, and status reports.
• Track project progress against key performance indicators (KPIs) and create regular status reports for stakeholders.
• Prepare post-project evaluations and reports to assess the success of the project and identify areas for improvement.

14. Quality Assurance and Compliance

• Ensure that project deliverables meet the required standards and comply with organizational policies or regulatory requirements.
• Work with quality assurance teams to ensure that testing is conducted and that the final product meets all technical specifications.

15. Support and Troubleshooting

• Provide administrative and logistical support to project managers and teams.
• Troubleshoot any issues that arise during the project, working closely with team members to resolve them quickly.
• Assist in the onboarding or training of new team members or stakeholders involved in the project.

Skills Required:

• Technical Skills:
• Knowledge of operating systems (Windows, macOS, Linux) and troubleshooting.
• Familiarity with networking concepts (e.g., DNS, VPN, TCP/IP).
• Experience with IT support tools (ticketing systems, remote desktop tools, etc.).
• Understanding of hardware troubleshooting and repair.
• Communication Skills:
• Ability to explain technical information to non-technical users.
• Strong written and verbal communication skills for interacting with users and documenting issues.
• Customer service orientation with a focus on helping users resolve issues effectively.
• Organizational Skills:
• Strong attention to detail and the ability to manage multiple support requests simultaneously.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Problem-Solving Abilities:
• Critical thinking and troubleshooting skills to resolve complex IT issues.
• Ability to work under pressure and meet deadlines.
• Collaboration:
• Ability to work effectively with IT support teams, other departments, and external vendors.
• Team-oriented approach with a focus on maintaining high levels of customer satisfaction.
• Project Management:
• Experience in managing or coordinating IT-related projects (e.g., system upgrades, migrations).
• Project Management Skills:
• Understanding of project management methodologies (e.g., Agile, Waterfall).
• Ability to manage timelines, budgets, and project scope effectively.
• Familiarity with project management tools (e.g., Microsoft Project, Trello, Jira, Asana).
• Technical Knowledge:
• Basic understanding of IT systems, software development, infrastructure, or hardware (depending on the nature of the project).
• Ability to communicate technical concepts to non-technical stakeholders.
• Organizational and Time Management Skills:
• Excellent attention to detail and the ability to handle multiple tasks simultaneously.
• Strong time management skills and the ability to prioritize tasks effectively.
• Ability to meet deadlines and manage competing demands.
• Communication Skills:
• Strong verbal and written communication skills for collaborating with stakeholders and team members.
• Ability to facilitate meetings, provide clear project updates, and communicate technical issues to non-technical audiences.
• Problem-Solving and Critical Thinking:
• Strong problem-solving skills to address project challenges and risks.
• Ability to adapt to changing project requirements and troubleshoot issues as they arise.
• Collaboration and Teamwork:
• Ability to work well with cross-functional teams, including IT staff, business stakeholders, and external vendors.
• Strong interpersonal skills to build relationships with various stakeholders.

Qualifications:

• Education: A bachelor’s degree in Information Technology, Computer Science, or a related field is often preferred, but not always required.
• Certifications: Certifications like CompTIA A+, ITIL, or Microsoft Certified IT Professional (MCITP) can be beneficial
• Project management certifications such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management), or ScrumMaster (for Agile projects) are highly beneficial.
• Experience: 1-3 years of experience in an IT support or technical role, with prior experience coordinating IT services preferred.
• Technical Knowledge: Familiarity with common IT infrastructure (hardware, software, networks) and troubleshooting techniques.

Job Type: Full-time

Benefits:

• Health insurance

Shift:

• Day shift

Work Days:

• Monday to Friday

Work Location: In person