Help Desk Coordinator

Help Desk Coordinator

Location:

Trenton, NJ (position is fully remote after training.) Duration: 6+ months

Notes:

• Remote
  
  Work Schedule:
  
  Monday–Friday, 2:00 PM–10:00 PM
• Workweek: 35 hours
• Training:
  Monday–Friday, 8:30 AM–4:30 PM
• Training
  
  Location:
  
  25 Market St., Trenton, NJ
• Training Requirement:
  First several weeks will be conducted onsite; position is fully remote after training.

The Help Desk Coordinator will assist customers with computer and application issues by determining the root cause of problems and performing the necessary functions to resolve them. The ideal candidate will have strong computer knowledge, excellent communication skills, and experience supporting and troubleshooting various Microsoft applications. The analyst must be able to communicate positively with end users and explain technical information in a clear and understandable manner.

The candidate should be comfortable working in a fast-paced, iterative, deadline-driven environment and demonstrate the ability to organize, prioritize, and meet established deadlines. The analyst will adhere to established Help Desk IT policies, procedures, and standards and ensure conformance with information systems goals and procedures.

• 2-year college degree or equivalent technical study preferred.
• Training on Client procedures and systems will be provided.
• Training on Client mainframe systems will be provided.

• Knowledge of Microsoft Windows 10.
• Knowledge of Microsoft Windows Server.
• Knowledge of Active Directory.
• Knowledge of Microsoft Office 365.
• Experience using Microsoft Excel, Word, and Visio.
• Strong verbal and written communication skills.
• Ability to troubleshoot computer and application issues.
• Ability to explain technical information to non-technical end users.
• Ability to work effectively in a fast-paced, deadline-driven environment.
• Strong organizational and prioritization skills.

• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
• Maintain working knowledge of Help Desk and IT Operations procedures.
• Log all incoming problems and service requests, including actions taken to resolve them.
• Provide first-response Help Desk support to customers and users.
• Troubleshoot and resolve technical problems and fulfill user requests whenever possible.
• Provide assistance with site support and project-specific assignments.
• Provide support for Client business applications.
• Provide follow-up status updates to end users in accordance with established support policies and procedures.
• Ensure closed problems and service requests are adequately documented.
• Identify the root cause of issues and perform the appropriate troubleshooting and resolution steps.
• Follow established IT policies, procedures, standards, and information systems goals.

• Experience with customer service
• Experience working in a position requiring a calm demeanor when dealing with upset users
• Data entry experience
• Experience using email, including Microsoft Outlook
• Experience with Microsoft Excel
• Experience with Microsoft Word
• Experience with Microsoft Visio