Help Desk Coordinator

Key Responsibilities:Helpdesk Operations (50%)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 helpdesk ticket categories, with a focus 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 helpdesk or technical support roles, including experience in cross-functional coordination, ticket triage, and customer service.Procurement Support (10%)Assist with minimal procurement activities:Initiate and track purchase orders (POs).Coordinate PO renewals and terminations.Order office supplies and equipment for OTC staff. Required Experience: Minimum 3 years in procurement coordination or purchasing support.Administrative Assistance (30%)Schedule meetings for the CIO and deputy CIOs.Create and manage job requisitions in coordination with HR.Submit and track PSID (PeopleSoft ID) 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.Organizational MaintenanceCreate and maintain OTC organizational charts.Maintain the master list of all OTC employees.Provide access to files and conversations as required by job responsibilities.Ensure confidentiality and discretion in handling sensitive information. Required Experience: Minimum 3–5 years in organizational data management and administrative recordkeeping.Backup SupportServe as a 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.Event CoordinationOrganize 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.Other Duties as Assigned (10%)Support special projects and initiatives as directed by the CIO.Maintain records and reports related to helpdesk, procurement, and staffing activities. Required Experience: Demonstrated flexibility and experience supporting cross-functional initiatives.Required Skills and Qualifications:Education QualificationsAssociate degree or higher in Information Technology, Business Administration, or a 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 helpdesk and administrative support roles) may be considered in lieu of formal degrees. Technical & Operational SkillsExperience with helpdesk 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.Administrative & Communication SkillsStrong 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.Organizational & Interpersonal SkillsExceptional 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.Confidentiality & DiscretionDemonstrated ability to handle sensitive information with integrity.Commitment to maintaining confidentiality in all aspects of the role.