Position Description
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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 .
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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 .
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- 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
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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
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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:
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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