Helpdesk Coordinator

IN-DOH-Help Desk Coordinator/Administrative Assistant

2 N. Meridian St., Indianapolis, IN 46204 | Phone and in-person

This role is structured with approx. 50% dedicated to help‑desk support, 30% administrative assistance, 10% procurement‑related tasks, 10% allocated to other duties as assigned, including event coordination, account management backup and special projects.

• Serve as the first point of contact for general questions from OTC users.
• Work with internal subject‑matter experts (SMEs) to gather accurate information and provide timely responses to end users.
• Monitor and resolve assigned help‑desk ticket categories, focusing on procurement‑related tickets and routing them appropriately.
• Maintain documentation of ticket resolutions and contribute to knowledge base updates.
  
  Required experience:
  
  5‑7 years in IT help‑desk or technical support roles, including experience in cross‑functional coordination, ticket triage, and customer service.

• Assist with minimal procurement activities, including initiating and tracking purchase orders (POs), coordinating PO renewals and terminations, and ordering office supplies and equipment for OTC staff.
  
  Required experience:
  
  Minimum 3 years in procurement coordination or purchasing support.

• Schedule meetings for the CIO and deputy CIOs; create and manage job requisitions in coordination with HR; submit and track PSID (People Soft ) requests for OTC employees; support onboarding/offboarding processes, including equipment and access provisioning.
• Draft welcome letters and coordinate interview logistics.
• Provide general administrative and clerical support to OTC managers and employees.
• Manage daily office needs and general administrative activities.
• Coordinate travel arrangements for OTC staff, including lodging, transportation, and reimbursements.
• Assist with VPN access requests, including form preparation, routing for approvals, and submission to administrative services.
• Work with CAI on new job postings, interview scheduling, candidate coordination, and onboarding activities.
• Required experience:
  
  5‑7 years in executive‑level administrative support, including HR coordination, travel logistics, and vendor collaboration.

• Create and maintain OTC organizational charts; maintain the master list of all OTC employees; provide access to files and conversations as required; ensure confidentiality and discretion in handling sensitive information.
• Required experience:
  
  Minimum 3‑5 years in organizational data management and administrative record‑keeping.

• Serve as backup for account management tasks, including user provisioning, access reviews, and account updates as needed.
• Required experience:
  
  Minimum 3 years in account or identity management support.

• Organize and coordinate division‑wide quarterly meetings and all‑staff events; manage logistics including catering, RSVPs, gift cards, and technical setup.
• Required experience:
  
  Minimum 3 years in event planning or coordination.

• Support special projects and initiatives as directed by the CIO; maintain records and reports related to help‑desk, procurement, and staffing activities.
• Required experience:
  
  Demonstrated flexibility and experience supporting cross‑functional initiatives.

• Associate degree or higher in IT, Business Administration, or related field is required.
• Relevant industry certifications or similar credentials are considered a strong plus.
• Equivalent combinations of education and professional experience (minimum 5‑7 years in help‑desk and administrative support roles) may be considered in lieu of formal degrees.

• Experience with help‑desk ticketing systems and basic troubleshooting.
• Familiarity with procurement workflows and PO systems.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Experience with SharePoint, scheduling tools, and organizational chart software.
• Understanding of VPN setup and access request procedures.

• Strong written and verbal communication skills.
• Ability to manage calendars, coordinate meetings, and handle confidential information.
• Skilled in drafting professional correspondence and documentation.
• Experience coordinating travel and managing logistics.
• Experience working with external vendors (e.g., CAI) on staffing and onboarding.

• Exceptional attention to detail and time management.
• Ability to multitask and prioritize in a fast‑paced environment.
• Professional demeanor and customer service orientation.
• Ability to work independently and collaboratively across teams.

• Demonstrated ability to handle sensitive information with integrity.
• Commitment to maintaining confidentiality in all aspects of the role.