Technology Services Coordinator

Position Description

1 of 7

Position Title: Technology Services Coordinator Department/Division: Administration / Information Technology Reports To: Information Technology Manager Direct Supervision: N / A Pay Grade: 112 Position Type: Full Time FLSA Status: Non-Exempt EEO Code: 6 - Administrative Support

Technology Category : Mobile Device: Y Remote Access: Y Category A / B

Exposure Category: Category 3 NIMS Classification: Safety Sensitive: N Emergency Response: N

Last Modified: June 24, 2026

Summary/Objective The Technology Services Coordinator plays a critical role in delivering reliable, efficient, and forward -looking technology services for the City. This position serves as a central coordinator for technology support, project delivery, and operational administration, ensuring that IT services align with organizational priorities and user needs. The position serves as a key liaison among Information Technology, City departments, and external vendors, supporting daily operations and advancing technology initiatives. Responsibilities include help desk coordination, Tier 1 - 2 technical support, project coordination, vendor management, reporting, and administrative functions. The role emphasizes service excellence, continuous improvement, and effective project execution to support City operations.

Essential Functions / Responsibilities

Technology Support & Service Delivery

• Serve as the primary point of contact for IT service requests, maintaining the HelpDesk ticketing system , including intake, prioritization, assignment, tracking, and documentation of all service activit ies.
• Provide Tier 1- 2 technical support for City systems , including workstations, user accounts, devices, phone systems, applications, and basic network troubleshooting.
• Coordinate escalation of complex issues with internal IT staff and external vendors to ensure timely resolution.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions to support knowledge management and service consistency .
• Deliver onboarding and ongoing end- user support, training, and guidance on technology systems and tools .

Position Description

2 of 7

Project & Vendor Coordination

• Coordinate and support the planning, execution, and delivery of technology projects ranging from small initiatives to complex, cross -departmental implementations.
• Assist with requirements gathering, solution evaluation, scheduling, and resource alignment to ensure alignment with organizational needs.
• Monitor and track project scope, timelines, budgets, and risks to ensure projects are completed on time and within budget.
• Provide regular project status updates, including progress and financial impacts, to stakeholders and leadership.
• Support prioritization of initiatives and coordination of resources across multiple projects.
• Serve as a primary liaison between departments, IT staff, and vendors to facilitate project execution and service delivery.
• Support procurement processes, including development of RFPs, contracts, vendor evaluations, and selection activities.
• Coordinate vendor implementations, monitor vendor performance, and ensure service delivery meets organizational expectations. Operations, Administration & Financial Support
• Prepare and process purchase orders, invoices, and subscription renewals; track technology assets and expenditures.
• Monitor departmental budgets, reconcile accounts, and resolve billing discrepancies.
• Maintain records related to technology assets, contracts, licensing, and service agreements.
• Support departmental administrative functions , including reporting, communications, and documentation. Data, Reporting & Continuous Improvement
• Analyze help desk data, service metrics, and user feedback to identify trends, improvement opportunities, and system enhancements.
• Develop and maintain reports on service performance, project status, and operational metrics.
• Document business processes, workflows, and system configurations to support operational efficiency and long- term planning.
• Recommend improvements to processes, policies, and systems to enhance service delivery and user experience. Strategic Support
• Provide end -user training, onboarding support, and ongoing guidance to promote effective use of technology systems and tools.
• Assist with departmental planning, policy development, and technology strategy initiatives to improve City services.
• Keep abreast of emerging technology trends, cybersecurity considerations, and best practices through professional associations, publications, workshops and trainings .

Position Description

3 of 7

• Promote a culture of continuous improvement, innovation, and customer service excellence within the organization while m aintaining a working knowledge of current technology trends, and best practices through professional associations, publications, workshops, and training.
• May be asked by the supervisor to perform other duties that are not listed but are essential to the job.
• Minimum Qualifications / Requirements
• Ability to read, write, and understand the English language with proper spelling and grammar to communicate effectively both orally and in writing.
• Ability to process, prioritize, and organize large and varying amounts of information with effective results.
• Ability to prioritize work and meet deadlines with effective results.
• Ability to avoid safety hazards.
• Ability to work independently, as part of a team , and/or with the public.
• Ability to protect and maintain confidentiality of information.
• Ability to use and understand the City's financial system.
• Knowledge of current industry trends and processes.
• Knowledge of systems analysis and methods.
• Knowledge of system development lifecycles for new and existing systems.
• Knowledge of PCs, servers, network hardware , and software.
• Knowledge of project management principles, concepts , and practices .
• Proficient in the use of Microsoft Office Suite , including Outlook and Word .
• Standard office procedures, systems , and practices, including the use of a computer.

Education, Training, and Certification Requirements

• Must have a high school diploma or equivalent and two (2) years of customer service experience and one (1) year in an IT support role or equivalent experience and education. Equivalent experience may include an associate's degree in computer technology, computer science, or a related field with one (1) year of experience in an IT support role.
• One (1) year of project management or project support experience , preferred.
• Experience working in a municipal information technology environment , preferred.
• Completion of required NIMS training within one (1) year of hire.
• Must possess a valid driver's license and maintain an acceptable driving record in accordance with the City's Use of Vehicles for City Business policy throughout employment.

Post -Offer Testing / On -Going Standards

Post - Offer On- Going Aptitude Assessment / Skills Testing

Position Description

4 of 7

Background Investigation X Fingerprinting X Credit Report Review Drug Screening / Breath Alcohol Testing X Medical Evaluation / Essential Functions X DOT Covered Testing Motor Vehicle Records Search X X Polygraph Examination Psychological Evaluation

General Aptitudes and Physical Requirements The Americans with Disabilities Act requires that we identify the general aptitudes and physical requirements needed to perform the position listed above. Individuals in this position must be able to perform all essential functions unaided or with reasonable accommodation.

I. Mental Abilities. General learning ability. The ability to "catch on" or understand instructions and underlying principles.

Ability to understand and follow oral instruction Ability to understand and follow written instruction Ability to guide and/or give instructions Ability to make decisions in accordance with established procedures and policies Not essential to job function

II. Verbal Abilities. Ability to understand meanings of words and ideas associated with them to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly.

a. Speaking / Talking Answering telephone, radio, or switchboard Communicating with City officials Communicating with general public Communicating with vendors Communicating with supervisors and/or with other employees Communicating with others in departmental operations Not essential to job function

b. Hearing / Listening

Position Description

5 of 7

For communication with City officials, public, vendors, supervisors, and/or other employees Not essential to job function

c. Reading (ability to read and understand text) Essential to job function Not essential to job function

III. Numerical Ability to perform arithmetic operations quickly and accurately.

Ability to perform accurate two- digit calculations Ability to perform accurate calculations aided by a calculator, adding machine, or measurement device Not essential to job function

IV. Spatial Abilities Ability to comprehend forms in space and understand relationships of plan and solid objects. May be used in such tasks as blue print reading and in solving geometry problems . Frequently described as the ability to "visualize" objects of two or three dimensions, or to think visually of geometric forms.

Essential to job function Not essential to job function

V. Motor Coordination Ability to coordinate eyes and hands or fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. a. Manual Dexterity Ability to move the hands easily and skillfully. To work with the hands in placing and turning motions. Use a telephone Use switchboard Use radio/console Use a calculator Use a copy machine Manipulate computer keyboard and mouse Use a postage machine Use hand tools Use power tools Other:

Position Description

6 of 7

Not essential to job function

b. Finger Dexterity Ability to move the fingers and manipulate small objects with the fingers rapidly or accurately. For example: electrical wiring. Essential to job function Not essential to job function Explain: __

VI. Physical Demands

a. Strength The quality, state, or property of being strong. The power to withstand strain, force, or stress Ability to manipulate materials and/or equipment ( lbs.) Frequency