Information Technology Coordinator

Marshall B Ketchum University; Fullerton (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision exams

Paid time off

Retirement plan

Job summary

Marshall B. Ketchum University seeks an IT Technical Coordinator to deliver user-focused technology services across the campus.

You will train users, develop and maintain documentation, and monitor service quality to continuously improve processes. You will work with IT staff and campus departments to ensure technology resources are clearly communicated, well documented, and easy to use, with a focus on training, knowledge management, and customer satisfaction.

Qualifications

• High School diploma or GED required.
• Associate or higher degree preferred.
• 2+ years IT support experience in a company with 200+ employees.

Responsibilities

• Develop and deliver technology training for users across campus.
• Create and maintain IT procedures, guides, FAQs, and knowledge-base articles.
• Review IT processes to improve efficiency and customer satisfaction.
• Provide after-hours support as needed and assist with ticket triage and escalation.

Skills

OS knowledge

Windows 10/11

Office 365

MacOS/iOS

Networking basics

Ticketing system

Communication

Customer service

Task prioritization

Education

High School diploma or GED

Associate degree or higher preferred

Tools

Ticketing system

Job description

The IT Technical Coordinator supports the delivery of high-quality, user-focused technology services across the organization. This position serves as a liaison between Information Technology and the university community, with a primary focus on user training, IT documentation, customer satisfaction, and continuous process improvement.The IT Technical Coordinator develops and maintains user-friendly technology resources, coordinates training and educational activities, evaluates the effectiveness of IT services, and identifies opportunities to improve processes and the overall user experience. The position works closely with IT staff and departments across the university to ensure technology services are clearly communicated, well documented, easy to use, and aligned with organizational needs.Work Shift: 5hrs/day, Monday through Saturday.ESSENTIAL DUTIES AND RESPONSIBILITIESUser Training and EducationDevelop and deliver technology training for faculty, staff, students, and other users.Identify recurring support issues and develop training opportunities to address them proactively.Promote technology awareness and help users make effective use of university technology resources.IT Documentation and Knowledge ManagementDevelop, maintain, and organize IT procedures, user guides, knowledge-base articles, FAQs, and technical documentation.Establish documentation standards and templates for the IT department.Review existing documentation regularly and identify outdated, incomplete, or redundant materials.Process ImprovementReview IT processes and workflows to identify opportunities to improve efficiency, consistency, quality, and customer satisfaction.Analyze service desk trends, ticket categories, resolution times, recurring incidents, and other service metrics.Recommend improvements to IT procedures, workflows, and service delivery.IT Service Desk SupportProvide after-hours technical support as needed and assist with the resolution of user technology issues.Assist with ticket triage, categorization, prioritization, escalation, and follow-up.Provide backup support for other IT service functions as needed.QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Knowledge:Strong understanding and technical knowledge of PC and Apple operating systems and hardware.Technical proficiency with Microsoft Desktop software, including Windows 10/11, Office 365.Technical proficiency with Apple operating systems and software, including MacOS, IOS, Safari, Outlook/Office for Macs.Good understanding of networking protocols and how computers communicate via networking protocols.Able to efficiently work with an SLA based ticketing system in opening, escalating, communicating, closing tickets.Skills/Abilities:Excellent written, oral, and interpersonal communication skills.Strong customer service skills.Highly self-motivated, self-directed, and attentive to detail.Ability to effectively prioritize tasks for self in a complex environment.EDUCATION AND/OR EXPERIENCERequired: High School degree or general education degree (GED)Associate or higher degree is preferred.2+ years of experience in an IT support position within a company of at least 200 employees is required.SEE YOURSELF HERELocated on a beautiful, seven-acre campus in Fullerton, California, MBKU is an independent, private, non-profit, accredited educational institution. MBKU is home to the Southern California College of Optometry, the School of PA Studies, College of Pharmacy and the Doctor of Medical Science Program (DMSc) . MBKU owns and operates three health care centers at their clinical teaching facility, Ketchum Health, providing a vision center and PA medical clinic practice in Orange County and second vision center in Los Angeles.A TRADITION OF EXCELLENCE SINCE 1904In 1904, Marshall B. Ketchum, MD, opened the Los Angeles School of Ophthalmology and Optometry in Los Angeles. Dr. Ketchum was a visionary entrepreneur and prominent leader in the optometric profession. He made very significant and long-standing contributions in his field of care, in California and throughout the nation.In the early ‘70s the College moved to its current home in Fullerton, CA and was renamed Southern California College of Optometry. But even the pioneering Dr. Ketchum could not have envisioned his school would grow to become Marshall B. Ketchum University, an independent, private, non-profit, accredited educational institution encompassing multiple disciplines.BE AT THE FOREFRONT OF HEALTH CARE EDUCATIONMarshall B. Ketchum University offers career opportunities that will put you at the forefront of health care education. You will be provided with learning and advancement opportunities, as well as a culture that recognizes the importance of fun, employee appreciation and a work-life balance.Our mission is to educate caring, inspired health care professionals who are prepared to deliver collaborative, patient-centric health care in an interprofessional environment. By joining our family, you can help us reimagine the future and inspire future health care leaders.INTERPROFESSIONAL HEALTH CARE LEADERSAt Marshall B. Ketchum University, we have led the way in interprofessional healthcare, building on a century of experience as an optometry school. In 2012, the first Physician Assistant program in Orange County was added, followed by the College of Pharmacy program in 2014. Most recently in 2024, we expanded our offerings with the addition of the fully-online Doctor of Medical Science(DMSc) program. Side-by-side in group discussions, community service, and clinical experience, our OD, PA, PharmD and DMSc students learn what it means to deliver patient-centered health care as a collaborative team of professionals.BENEFITSMBKU provides an excellent benefits package including medical, dental, and life insurance, free vision exams, short and long term disability, generous paid time off plans, a university-sponsored retirement plan. See our website under Employment for more details regarding benefits of working for MBKU (www.ketchum.edu).MBKU is an equal opportunity employer; requirements are subject to possible modification to reasonably accommodate individuals with disabilities.NON-DISCRIMINATION STATEMENTMBKU is committed to providing an environment in which all individuals are treated with respect and professionalism. In accordance with applicable federal and state laws, it is University policy to prevent the unlawful discrimination against students, applicants for admission, employees, applicants for employment and patients requesting treatment on the basis of race, color, national origin, sex, disability, age or any other characteristic protected by applicable law. The University also prohibits sexual harassment and harassment on any of the above bases (please refer to the Title IX page for more information).