Help Desk Coordinator

GENERAL SUMMARY:
The Help Desk Coordinator provides courteous and professional Help Desk Support services to the end users via telephone, email or remote access on a variety of technical issues/ problems.  The Helpdesk Coordinator also provides general office support to the Technology Department.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Help Desk Coordinator will:

• Provide customer and technical support to customers through inbound phone and email requests;

• Independently identify, troubleshoot, document, and replicate customer problems and then escalate complex problems according to escalation procedures;

• Retain ownership of all cases throughout the resolution process;

• Provide input for escalation to department team members through proper escalation procedures;

• Participate in the knowledge creation and maintenance process;

• Carry out tasks such as password changes/resets, user account creations, deletions, archiving, assisting users with addition/removal of printers/copiers on a PC, LCD Projector training/troubleshooting, assisting users with Outlook issues;

• Create trending reports and identify problem areas that may require additional training and support;

• Troubleshoot/Manage campus copier resources;

• Schedule and assist with A/V setups for campus events and services;

• Maintain Technology Department physical asset inventory database;

• Assist Technology Director in contract management, vendor relations, and Purchase Order management.

MINIMUM QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Required Education:

Associates degree or equivalent software industry experience.

Required Knowledge, Skills & Abilities:

• Experience using a call tracking system

• Excellent customer service skills

• Trouble-shooting and Problem-solving skills

• Technical documentation skills

• Ability to demonstrate customer empathy, good customer diplomacy skills and problem ownership

• Strong verbal, written, and interpersonal communication skills and excellent listening skills

• Ability to interact with individuals at all organizational levels

• Ability to manage multiple tasks and priorities including good time management skills

• Ability to work independently with minimal supervision