Help Desk Coordinator

1 week ago

Sioux Falls, South Dakota, United States Premier, Inc. Full time

About the Role

The Help Desk Coordinator plays a vital role in providing exceptional customer service to internal customers. This position involves answering inbound support calls, working with customers to define and document incident scope, researching and troubleshooting issues to achieve first call resolution or escalating incidents when necessary.

Responsibilities include creating, modifying, and terminating user accounts across defined applications, as well as supporting requests related to temporary access and employee changes. The Help Desk Coordinator also participates in a support on-call rotation, facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.

Key Responsibilities

  • Learns to use professional concepts and applies team procedures to solve routine problems.
  • Works on problems of limited scope, following standard practices and procedures to solve problems and build stable working relationships internally.
  • Responds to user questions and inquiries via telephone, email, service portal, and other communication methods.
  • Enters, assigns, and tracks service requests and incidents with internal tracking solution, referring service issues to IT management as needed.
  • Meets or exceeds statistical metrics regarding tickets and calls.
  • Provides technical support and solves basic and routine user hardware and software problems or questions, including desktop computer hardware and software and end-user peripherals.
  • Analyzes the security impact of each request, identifying approvals needed and determining the appropriate approach to complete the request.
  • Provides the highest levels of support professionalism, effectively communicating with end-users, internal operations, and third-party vendor support via phone, email, and in-person.
  • Maintains effective service relationships with business units, keeping them informed of the status of their access requests and tickets, and providing non-technical answers to additional questions.
  • Properly documents problem tickets into internal tracking system, establishing priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures, and follows up and communicates ticket information to users when appropriate.
  • Provides after-hours on-call phone support for critical issues arising outside of normal business hours.
  • Creates and administers new user accounts, passwords, and privileges/rights assigned and directed by IAM Analysts.
  • Maintains and distributes security key cards for employees.
  • Disables user accounts and restricts access for separated employees and in security risk situations.
  • Completes access security requests to grant, update, or remove employees and contractors' systems access.
  • Works with IT staff to identify and suggest possible improvements on internal processes.
  • Follows helpdesk and departmental guidelines and operating procedures.
  • Displays team leadership skills as measured by annual Performance Appraisal.

Requirements

  • High School diploma (or equivalent) and one to two years related experience and/or training required; Four-year college degree or CompTIA A+ certification a plus.
  • Experience with Microsoft products, including but not limited to Microsoft Office and Microsoft Desktop Operating systems (i.e. Windows 10); Microsoft Active Directory knowledge is helpful.
  • Preferred that HDI Support Center Analyst certification, and Complete Better Business Writing CBT is obtained and maintained.
  • Enhanced computer skills, word processing, spreadsheet, and ability to learn functionality of internal applications quickly.
  • Proficiency of the English language.
  • Exceptional verbal and written communication skills.
  • Ability to concentrate and work independently.
  • Attention to detail, analytical, and problem-solving skills.
  • Capacity to learn, adapt to change, and become proficient quickly.
  • Ability to handle stress, exercise self-control, adhere to company policies and procedures, and uphold The PREMIER Way.

Benefits

  • Full medical benefits when working 20+ hours per week.
  • Traditional and High Deductible health plan options available.
  • FREE dental and vision coverage.
  • Generous Paid Time Off plans.
  • 401(k) – dollar-for-dollar match up to 5% of total compensation.
  • Special discounts and offers for events at the Denny Sanford PREMIER Center.
  • PREMIER Wellness Program.
  • Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year.
  • Fun Employee Parties.

Our Culture

  • Emphasis on personal success, respect, health, wellness, fun, and giving back.
  • Employees are rewarded, valued, and celebrated for hard work.
  • Various Career advancement opportunities and growth.
  • Appreciation is shown through concerts, outdoor bashes, cash, car giveaways, and more.

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