User Support Services Coordinator
Moraine Valley Community College
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Benefits offered by this job
Job summary
Moraine Valley Community College is seeking a User Support Services Coordinator to oversee Help Desk operations across all campuses. The role includes planning, installation, maintenance, inventory, and training of computing devices and software, with direct supervision of student staff.
Responsibilities cover service delivery, data analysis, software selection assistance, and coordinating with Technical Services for desktop engineering. Strong customer service and technical skills are essential.
Qualifications
- Minimum of three to five years in an end-user computing environment.
- Certifications: A+/N+ Certifications, Microsoft/Apple Certifications, VMware certifications and other technical certifications are a plus.
Responsibilities
- Provide superior customer service to students, faculty and staff.
- Manage IT service ticketing system and support queue; ensure timely issue resolution.
- Lead and coordinate Help Desk operations and staff.
- Assist with deployment, testing and integration of IT solutions across platforms.
- Maintain security and governance standards across client systems.
Skills
Education
Tools
Job description
User Support Services Coordinator
Client Services
ALL SITES
Under direction, the User Support Services Coordinator is responsible for providing the best possible service to our students, faculty, and staff. This includes the planning, installation, maintenance, inventory, training, computing devices, and software & systems at the college. The position directly coordinating the Support and student staff in leading, directing, and controlling the college’s Help Desk Operations. The role will also assist in backup to the Technical Services Coordinator in leading, directing, and controlling the Desktop Engineering operation and is responsible for support of high-level Client Services Systems such as Microsoft SCCM , JAMF Pro, Uniflow, windows, intones and VDI support platforms. The Coordinator is dedicated to learning college concepts by developing programs and facilitating activities that promote student success and lifelong learning.
Duties include, but are not limited to, the following:
- 1. Guide all staff in User Support Services to provide superior customer service.
- 2. Responsible for customer service requests and assignments. Follows through with team members and customers to confirm solutions and customer satisfaction.
- 3. Works closely with Technical Services Coordinator in managing staff and activities of the appropriate User Support Services shift for all levels of services.
- 4. Provides data analysis and prepares reports for management.
- 5. Provides assistance and consultation to all in the selection and use of appropriate software and operating systems.
- 6. Provides assistance with the installation and testing of technological equipment for curriculum and administrative use, the loading, configuring of operating systems, patching, and upgrades and updates on equipment.
- 7. Responsible for the execution of college computing governance and client security.
- 8. May be assigned to teams & committees.
- 9. Supervises and/or assists personnel and other departments in the training of staff and students on hardware and software.
- 10. Submit quotes and materials for preparing departmental purchase requisitions.
- 11. Leads repairs, upgrades, and Life Cycle Management of all staff computing devices and computer lab equipment
- 12. Responsible for the smooth operations of the Help Desk, service levels, call tracking, and reporting functions.
- 13. Responsible for carrying out day-to-day tasks and tickets.
- 14. Manages, assigns, and maintains the IT service ticketing system and support queue, ensuring timely issue resolution while monitoring, analyzing, and reporting on support service performance and metrics.
- 15. Assist with maintaining group policies and desktop control software.
- 16. Assist with feedback on performance appraisals of support staff.
- 17. Involved in the hiring of direct reporting staff.
- 18. Assist with the duties of other IT departments as needed or directed.
- 19. Keeps the USS Manager informed of all issues, plans, and project updates.
- 20. Assist with the deployment and testing of all approved Microsoft Office 365 applications
- 21. Assist with necessary testing, planning, and integration of new IT solutions for various platforms.
- 22. Provides advanced training needed for the Support Specialist/Analyst/ team for multiple systems.
- 23. Keeps up with necessary updates and upgrades as they become imminent in the environment.
- 24. Manage Apple-based and Microsoft-based systems using Jamf Pro and SCCM with updates and application deployments.
- 25. Assist with overseeing scheduled maintenance for different systems used to manage resources with the environment.
- 26. Assist in proof of concept with technical documentation for guided support relevant to various processes.
- 27. Ensures all support and maintenance processes adhere to and are compliant with the college’s IT governance and information security standards.
- 28. Assist with testing new hardware specifications
- 29. Efficiently allocate resources and effectively prioritize task assignments.
- 30. Performs other related duties as assigned, including assisting in leading Support Specialists, Analysts, and student employees.
Minimum of three to five years in an end-user computing environment required.
Certifications: A+/N+ Certifications, Microsoft/Apple Certifications VMware certifications and other technical certifications are a plus. Involvement or registration in professional technology certifications/associations preferred
- Must have demonstrated analytical ability to logically approach problems
- Exceptionally high customer service skills and technical skills.
- Knowledge of tracking systems and remote services & tools.
- Familiar with Microsoft, Apple, and many different college software programs and hardware.
- Excellent communication and organizational skills.
- Ability to read and comprehend instructions, technical procedures, correspondence, and memos. Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups, clients, customers, and the general public as needed.
- Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to lift, transport, and install technology equipment.
- Must be able to communicate and interact effectively.
- Availability on a 24 hour basis for urgent matters.
Full Time
Monday – Friday; 8:00 am to 5:00 pm
Occasional Saturday shifts based on special assignments.
Occasional on-call during off hours for urgent matters.
Moraine Valley offers a generous benefits plan which includes paid time off, tuition discounts, medical, dental, vision, and retirement benefits in a collaborative and friendly environment. These include:
- Life insurance, Optional life
- Disability insurance
- Tuition waiver
- Vacation Days
- Holidays
- Personal days
- Tax-sheltered annuity plans
Visit our site to review specific benefits and eligibility criterion for this position/category at www. morainevalley.edu/hr
08/10/2026
AP00574P
07/27/2026
Open Until Filled Yes
Required fields are indicated with an asterisk (*).
- * How did you hear about this employment opportunity?
- Chicago Tribune
- HigherEdJobs
- InsideHigherEd
- Chronicle of Higher Education
- MVCC Website/Posting
- Employee of MVCC
- Other
- No Response
- * Are you a State Universities Retirement System (SURS) annuitant and currently receiving a monthly annuity?
- Yes
- No
- * Do you have the minimum of a Bachelor's degree?
- YES
- NO
- * Do you have three-five years experience in an end-user computing environment as required?
- Yes
- No
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