Help Desk Coordinator I

3 weeks ago

Waltham, United States Simpson Gumpertz and Heger Inc Full time
Do you want to help engineer what's next?

Simpson Gumpertz & Heger (SGH) is a national engineering firm committed to delivering holistic advice for our clients' most complex challenges. We leverage our collective and diverse experience, technical expertise, and industry knowledge of structures and building enclosures, advanced analysis, code consulting, and applied science & research to deliver unrivaled, comprehensive solutions that drive superior performance. With more than 750 employees in nine office locations throughout the United States, SGH's industry-leading teams constantly seek to advance the meaning of what's possible.

We want someone passionate about problem solving and technical support.

The Helpdesk Coordinator is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support requests are handled efficiently and effectively. This role involves coordinating daily operation of helpdesk staff, solving helpdesk tickets and maintaining a high level of customer satisfaction.

What You'll Do:
  • Coordinate the helpdesk team, including scheduling, and training.
  • Monitor and prioritize helpdesk tickets to ensure timely resolution of IT issues.
  • Serve as the primary point of contact for escalated helpdesk requests.
  • Develop and implement helpdesk policies and procedures to improve efficiency and service quality.
  • Collaborate with other IT teams to address complex technical issues and provide comprehensive support.
  • Maintain accurate records of helpdesk activities, including ticket status, resolutions, and customer feedback.
  • Analyze helpdesk performance metrics and generate reports for management review.
  • Ensure compliance with company IT policies and security protocols.
  • Provide technical support and guidance to helpdesk staff and end-users.
  • Complete regular system checkups and task lists.
  • Conduct inventory on incoming and outgoing computer systems.
  • Office environment with occasional requirements to work outside regular business hours to address urgent IT issues.
  • May require lifting and transporting IT equipment.
What You'll Need:
  • Proven experience in a helpdesk or IT support role, with at least 2 years in a coordinator position.
  • Strong knowledge of IT systems, software, and hardware.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Experience with helpdesk ticketing systems and IT service management (ITSM) tools.
  • Certification in ITIL or other relevant IT certifications is a plus.
What makes careers at SGH so special?

The only way to advance is to question and explore. Every member of the SGH team is both a learner and an educator, committed to advancing ourselves, our teams, and our industry. Together we are creating a community that never settles for what is, but always seeks what could be.

There are many reasons to love SGH.
  • Our Work: Our clients trust us to bring clarity and deliver outstanding solutions for their most complex projects.
  • Our People: We are bold thinkers and compassionate teammates, committed to lifelong learning and professional growth.
  • Our Commitment: We live with integrity and embrace an obligation to give back to our professions and communities.
  • Our Contribution: We offer a comprehensive and rich compensation and benefits package with company-paid and voluntary programs to help build healthy lifestyles, strong relationships, and future prosperity.

SGH® is an Equal Opportunity Employer and we value diversity in our workforce. We are committed to providing equal opportunities to all job applicants and employees. We consider all qualified applicants and encourage individuals with disabilities and protected veterans to apply. If the application system is not accessible to you, or you need a reasonable accommodation to apply due to a disability, please email jobs@sgh.com

Working Conditions:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand, and finger skills in the use of a keyboard, mouse, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level.

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