Helpdesk Coordinator

The Metropolitan District Commission (MDC) provides quality water supply, water pollution control, mapping, and household hazardous waste collection to eight member municipalities:
Bloomfield, East Hartford, Hartford, Newington, Rocky Hill, West Hartford, Wethersfield and Windsor. Additionally, the MDC provides drinking water to portions of Farmington, Glastonbury, East Granby and South Windsor, known as the MDC's non-member towns.

This position is responsible for coordinating the services between the Information Technology department and computer/telephone users experiencing problems. Duties include supporting users in operating system and application issues, handling multiple requests, analyzing and diagnosing problems through discussions with users; documenting problems and resolutions, setting up and installing PCs, and assisting in performing system/software upgrades. This work involves the initial contact with the user via telephone or e‑mail, logging of the problem, a brief review with the user to document the problem, and either correcting or forwarding the problem to the appropriate Network Analyst.

Works under the general supervision of higher level staff.

• Maintains system logs and records on reported problems, resolution, closure and statistical analysis of problems for improved problem management and user support.
• Receives trouble calls, does a brief problem determination and either solves the problem or forwards it to the appropriate personnel.
• Provides end user support to desktop application programs, investigates and recommends new techniques, methods and equipment.
• Duties include prioritizing work orders, maintaining records and distributing technical computer problem reports, and reporting incidents of system downtime and virus detection to appropriate personnel.
• Supports user password and system access problems for users throughout the District.
• Maintains log of loaned equipment, laptops and related items, and ensures users are aware of information technology policies and procedures.
• Forwards telephone problems to a contract service provider for follow‑up; coordinates documentation required for billing purposes; maintains cell phone records, orders equipment and verifies billing information; provides input to user departments for excessive usage.
• Handles department data entry for payroll and labor reporting.
• Performs related work as required.

• Requires considerable knowledge of computer systems and problem management.
• Considerable knowledge and ability in effective oral and written communication while helping users over the telephone.
• Requires a working knowledge of system security and workstation technology; must be trained in various software applications.
• Works under time constraints to assist users that cannot perform their job function due to a computer problem.
• Must understand e‑mail, word processing and spreadsheet applications to assist users via telephone.
• Understands the roles and responsibilities of everyone in the Information Technology department in order to forward problems to the appropriate person.
• Needs to remain calm under pressure and represent the Information Technology department in a professional and courteous manner.

An Associate's Degree from a recognized college or university in computer science, information technology, or related field, and two years experience in a computer‑related field assisting end users.

• Basic understanding of TCP/IP, DHCP, and DNS.
• Troubleshooting LAN/WAN connectivity issues.
• Basic understanding of Software‑Defined Networking (DN), network virtualization and centralized control.
• Familiarity with basic firewall operations and managing security rules.
• VPN setup and troubleshooting.
• Desktop, laptop, and mobile device troubleshooting.
• Microsoft 365 (Outlook, Word, Excel, Teams, One Drive).
• Experience with ticketing or helpdesk management systems.
• Ability to document and track issues efficiently.