Help Desk Coordinator

We have an opening for a Help Desk Coordinator at our Chattanooga State campus!

Our Purpose - We support and empower everyone in our community to learn without limits.

Our Values:

We cultivate a welcome and supportive environment.

We care about the well-being of each other.

We instill trust through integrity and transparency.

We encourage fearless innovation and resilience.

We collaborate to build a better future.

Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations. Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future.

The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques.

The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.

• Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels.
• Provides hands‑on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high‑volume support needs.
• Maintains a positive and empathetic approach when addressing diverse student and faculty needs.
• Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards.

• Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources.
• Coordinates with media, networking, and systems teams to elevate issues beyond Tier I scope.
• Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources.
• Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.

• Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume.
• Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies.
• Participates in discussions related to technology planning, user experience enhancements, and service optimization.

• Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system.
• Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments.
• Helps implement standard operating procedures for incident intake, triage, escalation, and closure.
• Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried.

• Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care.
• Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes.
• Provide technological support for events across the entire organization.

• Knowledge of Help Desk operations, ticketing workflows, and customer service principles.
• Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues.
• Knowledge of ITIL or similar service management best‑practice frameworks preferred.

• Skill in communicating clearly and effectively in both written and verbal formats.
• Skill in leading teams, mentoring staff, and resolving conflict constructively.
• Skill in organizing work and prioritizing responsibilities in a high‑volume support environment.
• Skill in using collaboration…