IT Support Coordinator

Purpose of the Position:

The IT Support Coordinator provides IT end user support to EO employees, tenants, and guests, providing excellent customer service for knowledge professionals’ software, hardware, and user experience. The role requires a professional who is trustworthy, respectful, and adept at working with a wide range of end users to help manage the day-to-day IT operations of the organization.

Essential functions 

• Setup and maintain EO hardware: PCs, printers, phones, wireless devices; troubleshoot hardware related issues


• Support end users: Microsoft 365, financial software, camera software, create users, reset passwords, installation of software, printing, troubleshoot software related issues


• Keep up to date inventory information for IT related assets. Includes but is not limited to warranty info, software licenses, hardware assets, etc.


• System / Network Admin: Responsible for keeping Windows PCs up to date


• Support EO guests who are end users in EO using the building’s conference rooms and large group spaces with AV technology


• Coordinate with HR to provide IT security training for EO employees


• Assist with creating acceptable use policies for EO IT


• Commit time to learn new technologies as they either emerge or become utilized


• Attend in-person meetings with employees, tenants, and building guests to analyze, troubleshoot, and diagnose hardware problems


• Install and configure printer and copier systems and troubleshoot issues with printing, copying, scanning, and faxing


• First point of contact for IT contractors (network administrators, phones, copiers, SAAS providers, etc.)

Competencies 

• Excellent verbal and written communication skills 


• Ability to listen carefully and interpret what is being said 


• Experience handling multiple assignments at the same time 


• Enjoy working independently and as part of a team 


• Ability to solve problems quickly and effectively 


• Ability to thrive in a fast-paced environment 


• Ability to work with ambiguity and under tight schedules 


• Exhibit a positive attitude 


• Exhibit a professional manner and appearance 


• Strong organization, time management, accuracy, and productivity/prioritization skills 


• High level of trust, integrity, and ethics 


• Strong commitment to maintaining integrity and confidentiality of information 


• Advanced understanding and experience in a variety of computer applications, including use of the internet, SaaS products, Microsoft Office products, etc. 


• Working knowledge of online remote work technologies 


• Ability to participate effectively and contribute meaningfully to meetings 


• Experience providing end user support to knowledge workers of varying skill levels and learning abilities to teach required IT skills


• Extensive experience working with the Windows Operating System


• Have working knowledge of following equipment: laptops, copiers, wireless devices, all system and network printers, servers, audio/visual equipment
  
  

Work environment

This position is based in the Abingdon, Virginia office and requires occasional weekend support for users renting EO conference rooms and event space and occasional travel to support employees across the EO service area.

Physical demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Position type and expected hours of work

Employee should be able to work core hours of 8:00 AM to 5:00 PM, with occasional meetings, events, and possible emergencies outside of core hours.

Travel required

The ideal candidate will reside in the EO service area and be available to attend early morning, evening, and/or weekend meetings and should be able to travel independently throughout Southwest Virginia. 

Certificates, licenses, registrations required

• Valid driver's license and automobile insurance


• Reliable high-speed home internet

Required education and experience

• Bachelor’s Degree or higher from accredited four-year college or university


• Two to three years of experience providing end user support required


• Combination of experience, certifications, or other relevant experience may be considered in lieu of stated qualification requirements

Preferred education and experience

• Experience working in a government, educational, nonprofit, or social service organization preferred


• Knowledge of or experience with trauma-informed practices 

Affirmative Action/EEO statement

EO is an equal employment opportunity employer. Qualified applicants will be considered for vacancies without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, pregnancy, childbirth or related medical conditions including lactation, age, or status as a veteran or other category protected under applicable state or municipal law. EO will reasonably accommodate the disabilities of qualified applicants to permit them to perform the essential functions of the subject position.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.