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 Maintenance

• Create 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 Support

• Serve 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 Coordination

• Organize 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 Qualifications

• Associate 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 Skills

• Experience 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 Skills

• Strong 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 Skills

• Exceptional 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 & Discretion

• Demonstrated ability to handle sensitive information with integrity.
• Commitment to maintaining confidentiality in all aspects of the role.