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Help Desk Coordinator

4 months ago

Louisville, United States Southern Baptist Theological Seminary Full time
JOB TYPE: Full-time

JOB SUMMARY

The Help Desk Coordinator is the first point of contact for Campus Technology. This position provides support for the faculty, staff, and students via phone, email, and in person. The Help Desk Coordinator provides training to educate users on various systems and presents information about support and security to employees and students. Given this position's centrality for support questions and requests across the entire institution, the Help Desk Coordinator will also analyze workflows surrounding student and employee data as it flows through the institution in order to optimize those processes.

ESSENTIAL JOB FUNCTIONS

The employee in this position will have the following primary job functions:
  • Provides Tier 1 support for the Seminary's employees and students.
  • Assists students with internet needs in apartments/dorm rooms and wireless.
  • Assists students with email issues such as accessing their email accounts or errors with their accounts.
  • Triages all support requests and will directly assist with the request or will forward them to the appropriate team.
  • Assists faculty and staff with guidance on personal technology purchases.
  • Consults with the Network Services team on workstation and software installations.
  • Maintains, deploys, and updates the stock of loaner devices used for staff and faculty for remote work or events on campus.
  • Performs end user training on various Seminary applications and systems.
  • Conducts presentations to new students about Seminary technology resources and how to get support, as well as presentations to employees regarding new technology or issues related to technology.
  • Provides troubleshooting and support for mobile devices.
  • Proposes changes to workflows and processes to improve the efficiency of data flow through the seminary.
  • Analyzes support call trends and makes recommendations on behalf of students or faculty to improve the on and off campus experience.

Performs other duties as may be assigned by supervisor.

EDUCATION AND EXPERIENCE

The ideal candidate for this position would have one to two years of helpdesk experience, or a commensurate level of relevant experience working in a technical and customer support role.