IT Desktop Support Coordinator (DHWC)

Position Summary

The IT&S Support Center Coordinator serves as a primary point of contact for team members seeking technical assistance and helps ensure a positive customer service experience. The Coordinator supports daily Service Desk operations by monitoring incidents and service requests, coordinating ticket assignments and follow-up, communicating with customers, and escalating issues when needed. The position also supports organizational software governance by maintaining accurate software licensing records, monitoring utilization, and coordinating license administration under established IT&S policies. While basic technical troubleshooting is part of the role, the primary emphasis is on customer service, organization, communication, and coordination.

Organization Mission and Health Equity

The mission of Methodist Healthcare Ministries of South Texas, Inc. (MHM) is “Serving Humanity to Honor God” by improving the physical, mental, and spiritual health of those least served in the Rio Texas Conference area of The United Methodist Church. Methodist Healthcare Ministries of South Texas, Inc. believes that to improve the wellness of the least served and fully live out its mission of “Serving Humanity to Honor God,” it must recognize the inequities inherent in its communities that contribute to poor health outcomes. Health Equity is both the process and goal by which Methodist Healthcare Ministries seeks to carry out that purpose. Health Equity is a framework of thought and action that strives to reduce racial and socio-economic disparities and create fair and just opportunities for every person to reach their full potential for health and life and contribute to that of others.

Scope and Impact

Supports daily Service Desk operations, team member productivity, software license governance, and technology asset coordination across MHM. Tracks service requests and license utilization, identifies potential SLA delays and compliance concerns, and supports efficient use of technology resources. Budget authority and number of direct reports are not specified in the source JD.

IT&S comprises five service lines: Support Center, Cyber Security, Health Informatics, Network & Infrastructure, and Technical Project Management. Together, these services support end-user productivity, project delivery, protection of patient data, HIPAA, HITECH and HITRUST compliance, and effective use of technology resources.

Decision Making Authority

Works independently within established IT&S policies, approved processes, troubleshooting procedures, and the tiered support model. Reviews and coordinates ticket categorization, priority, assignment, follow-up, and escalation. Coordinates approved license assignments, transfers, removals, and reclamation; escalates complex technical issues, potential SLA delays, licensing discrepancies, and compliance concerns to the appropriate technical resources or leadership.

Interactions / Working Relationships

Serves as an initial point of contact for team members and communicates regularly with customers and assigned technicians through resolution or escalation. Coordinates with Support Center leadership, IT&S service line teams, business teams, procurement, and third-party vendors regarding incidents, service requests, software licensing, renewals, assets, and support needs.

Essential Duties and Responsibilities

The responsibilities below consolidate the source duties. Percentage allocations were not provided and require confirmation.

1. Provide courteous, responsive customer service as an initial point of contact. Respond to calls, emails, and Service Desk requests; gather relevant information and accurately document customer needs.

2. Review incoming incidents and service requests for completeness, categorization, priority, and technician assignment. Monitor open tickets and coordinate timely progress, follow-up, and accurate documentation with technicians.

3. Identify aging or stalled requests and incidents approaching SLA targets; communicate concerns to technicians and leadership. Keep customers informed of status, next steps, and escalations, obtain additional information, and manage expectations through resolution.

4. Provide basic Tier 1 troubleshooting using established procedures and knowledge base articles. Direct customers to self-help resources and coordinate escalation to appropriate technical resources while tracking requests and maintaining customer communication.

5. Maintain Service Desk procedures, customer service standards, knowledge base articles, and self-help resources. Identify recurring issues and opportunities to improve ticket flow, reduce backlogs, and support continuous improvement.

6. Maintain accurate software license records, including available and assigned licenses, usage, renewal or expiration dates, and supporting documentation. Coordinate approved requests, assignments, transfers, and removals under IT&S standards.

7. Review software license utilization periodically to identify unused, inactive, or duplicate licenses; coordinate approved reclamation or reassignment to reduce unnecessary costs. Work with IT&S and business teams on licensing changes related to onboarding, role changes, and departures.

8. Monitor software renewals and communicate licensing needs, utilization, and deadlines to IT&S leadership, procurement, and vendors. Assist with reconciliations, audits, and documentation; escalate discrepancies or potential compliance concerns for review.

9. Document hardware and software assets and procurement activity in approved systems. Coordinate equipment inventory, including receipt, identification, tracking, and distribution of technology assets.

10. Coordinate Support Center activities and communications with third-party support vendors, and assist with assigned administrative activities to improve service efficiency.

Tiered Support Model

Level 0: Self-Support (Customer).

Level 1: Basic Support (Coordinator/Support Center Technician).

Level 2: Technical Troubleshooting (Support Center Technician/IT&S Service Line Team Member).

Level 3: Expert Support (Service Line Specialist/Cross-functional Service Line Team Members).

Level 4: External Support (Vendor/Consultant).

Supervisory or Leadership Responsibilities

Coordinates ticket assignments, follow-up, customer communication, vendor communication, and Support Center activities. Direct supervision, hiring authority, and performance evaluation responsibilities are not specified in the source JD.

Qualifications

Minimum Qualifications (Required)

Preferred Qualifications

Knowledge, Skills, and Abilities (KSAs)

Demonstrated commitment to courteous, responsive customer service and the ability to communicate with team members of varying technical backgrounds.
Strong verbal and written communication, active listening, interpersonal, and problem-solving skills.
Ability to organize and prioritize multiple requests, maintain accurate records, and follow through on open items until appropriate resolution or escalation.
Attention to detail when documenting Service Desk activity, tracking software licenses, and maintaining asset records.
Ability to work independently, proactively identify tickets requiring follow-up, and recognize when issues should be escalated.
Willingness to learn basic troubleshooting practices, Service Desk systems, and software license management processes; prior technical expertise is not required.
A creative, strategic, and forward thinker with the drive to work independently and in group settings. A negotiator with interpersonal and relational skills, including a demonstrated ability to work in a complex and matrix team environment, with a strong focus on collaboration and innovation. Skilled in project management, setting and meeting deadlines, and time management.
Need to understand processes and work creatively with diverse stakeholders to build consensus. Sound judgment and maturity, exemplified by consistent professionalism, with an ability to identify and address organizational needs, develop and justify recommendations, and be responsive and transparent in interacting with individuals at all levels, internally and externally.
Must be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must deal with problems involving several concrete variables in standardized situations. Can manage diverse stakeholder input and the strategic perspective in real-time—the ability to align business requirements to strategic imperatives and identify methods to execute using technological resources.

Mission and Community Commitment

Committed to health equity; Passion for creating change that leads to better lives and healthier communities; Capacity to think strategically and analytically about social, economic, cultural, and political issues affecting a community; Capacity to adapt rapidly to changing priorities, objectives, and situations; Solid relationship management skills enhancing internal organizational relations and external interactions; Understands the roles and contributions of all sectors of the organization and community; Creative and innovative.

Language Skills

Strong verbal, organizational, and written communication skills. Must be able to read, analyze, and interpret general business requirements, technical procedures, or government regulations. Ability to prepare presentations and documents that conform to prescribed style and format. Must speak effectively and respond to questions before groups of customers, community members, leaders, or employees (diverse audiences). Must be able to understand and interpret clinical terminology.

Technology and Tools

Ability and willingness to learn and use core systems, databases, Service Desk tools, spreadsheets, and software license administration portals.

Work Environment and Physical Demands