Help Desk Coordinator

• Regular
  
  Schedule:
  
  Monday – Friday, 2:00 PM – 10:00 PM
• Training
  
  Schedule:
  
  Monday – Friday, 8:30 AM – 4:30 PM (Onsite – first several weeks)
• Workweek: 35 hours per week

• 2-year college degree or equivalent technical study (Preferred)
• Training on Client procedures and systems will be provided

The ideal Helpdesk Coordinator will have experience supporting and troubleshooting Microsoft applications. The candidate must be an excellent communicator, capable of explaining technical concepts clearly to end users. This role requires the ability to work in a fast-paced, deadline-driven environment while organizing and prioritizing tasks effectively.

The analyst will follow established Help Desk IT policies, procedures, and standards to ensure alignment with organizational information systems goals.

• Microsoft Windows 10
• Knowledge of Microsoft Windows Server
• Active Directory
• Office 365
• Experience with Microsoft Excel, Word, and Visio
• Strong verbal and written communication skills
• Training on Client mainframe systems will be provided

• Maintain thorough knowledge of the operating environment, tools, and applications
• Follow Help Desk and IT Operations procedures
• Log all incoming issues, requests, and resolutions
• Provide first-level Help Desk support to customers and users
• Troubleshoot and resolve technical problems
• Support Client business applications
• Provide timely follow-up and status updates to end users
• Ensure all resolved issues are properly documented
• Assist with site support and project-specific assignments

• Experience with customer service
• Experience working in a position requiring calm demeanor when dealing with upset users