Help Desk Coordinator 2
1 month ago
Under the direction of the Manager of Technology and Infrastructure, this position is responsible to oversee the entire Help Desk system and ensure that end users are receiving the appropriate assistance and follow-up. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including monitoring, tracking and coordination of Help Desk functions. The Help Desk Coordinator II will also contribute to problem resolution by giving in-person, hands on support to end-users at the desktop level. The Help Desk Coordinator II will interact with other departments, clinic personneland outside providers in a professional and friendly manner, to create and maintain a positive relationship with our internal and external customers.
1.1 Manage the processing of incoming request to the Help Desk via telephone and e-mail to ensure courteous, timely, and effective resolution of end user requests.
1.2 Know and enforce request handling and escalation policies and procedures.
1.3 Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
1.4 Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
1.5 Trace and analyze trends in Help Desk requests for outage identification and notification.
1.6 Account creation and maintenance for various systems including Active Directory, e-mail, website access, etc.
1.7 Produce and update documentation for areas of responsibility.
1.8 Some knowledge of hardware, including desktop, laptops, printers, and telephones.
1.9 Experience with Windows desktop operating systems, including Windows 7/10.
1.10 Some application support experience with Microsoft Office Suite, Browsers, and web-based applications.
1.11 Demonstrate progressive experience in the assistance of a technical support team.
1.12 Willingness for developing and providing Service Level Agreements and Help Desk deliverables.
1.13 Develop customer service and relationship with end users.
1.14 Prioritize and schedule problems. Escalate problems (when required) to the appropriately experience technician.
1.15 Perform post-resolution follow-ups to Help Desk requests.
1.16 Ensure Help Desk Work Orders document the desk requests problem-solving process, including process and all actions take through to final resolution.
1.17 Identify, recommend , develop, and implement end user training documentation to increase computer literacy and self-sufficiency.
1.18 Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
1.19 Oversee inventory and ordering to maintain office supplies, replacement hardware, and standing stock.
1.20 Collaborate with other departments as necessary.
1.21 Performs other job-related duties as required.
1.22 Ability to handle higher level ticket request than a Help Desk Coordinator I.
1.23 Assist Help Desk Coordinator I with higher level ticket requests.
Requirements
8.1 Required: High School diploma equivalent.
8.2 Required: One year experience working in an IT support role.
8.3 Required: CompTIA A+ certification or MCP equivalent.
The pay range for this position at commencement of employment is expected to be between $21.00 and $24.05 however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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