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 initia...