Help Desk Coordinator

Summary: 

The Help Desk Coordinator is the first line of employee support.  The Help Desk Coordinator is responsible for professionally:

• Answering the help desk phone line/voicemail and helping employees.
• Replying to help desk email messages and helping employees.
• Helping employees who ask for help in-person.
• Promptly resolving tickets in the IT department ticketing system.

The essential responsibilities are typically a variety of troubleshooting tasks ranging from easy to difficult.  Work is subject to periodic review upon completion and is typically performed under general direction.

Essential Duties and Responsibilities:

• Help employees in a timely manner when contacted for assistance with an IT-related problem.
• Follow up with employees to see and verify that problems have been satisfactorily resolved.
• Set up, maintain, and troubleshoot desktop computers, laptops, cell phones (mostly iPhones and some Android phones), tablets, desk phones, and fax machines to ensure they are in reliable working condition.
• Order supplies, equipment, and replacement parts with the manager’s approval.
• Escalate network-related problems to the network staff as soon as possible.
• Create, modify, and delete Windows Active Directory accounts.
• Create, modify, and delete Exchange email accounts.
• Reset passwords.
• Create, modify, and delete local printers on desktop computers.
• Troubleshoot printing problems.
• Install and remove software.
• Ability to troubleshoot network connection problems.
• Maintain accurate record keeping regarding receiving and issuing IT equipment.
• Train employees on basic hardware and software skills.
• Inform employees of IT policies and report violations to the appropriate supervisor or IT department management.
• Assist with other assignments or special projects, as required.
• Know when to ask for help or search the internet before spending too much time troubleshooting a problem.
• Know when problems call for the urgent attention of the network staff.
• Assist with development of problem-solving documentation as they relate to IT operations and/or company processes.
• Make routine decisions requiring moderate use of independent judgment.
• Use moderate latitude to determine best procedural approach.
• Troubleshoot and successfully resolve problems during the first attempt.
• Assist with training/guidance of other team members.
• Identify concerns and/or recommendations for process improvement.
• Follow company policies and procedures and support the goals and objectives of the company.
• Maintain ethical behavior in the workplace as defined in the company policies, procedures, and the employee handbook.
• If privy to sensitive or confidential information when helping employees, do not divulge such information with anyone in compliance with company and HIPAA privacy policies.
• Interpret and accept instruction, direction, and coaching from direct supervisor and/or lead.
• Handle internal and external communications with tact, diplomacy, and discretion.
• Interact effectively, appropriately, and professionally with coworkers, staff, management, customers, vendors, and visitors.
• Interface regularly with all departments to follow up on problem resolution, etc.
• Effectively present information and respond to questions from vendors, management, coworkers and other staff.
• Communicate clearly in-person and via telephone (accommodations may be available for the speech and/or hearing impaired).
• Share job knowledge with coworkers and/or company employees.
• Objectively organize and prioritize tasks as needed to perform job within pre-established time-management standards.
• Organize and maintain IT hardware.
• Organize and maintain software licenses.
• Plan and organize time to support the staffing needs of the department, company policy, and state and federal labor requirements.
• Handle moderate stress in a professional manner.

Competency:

• Maintain familiarity with relevant company policies and industry trends.
• Maintain advanced knowledge of IT department policies, practices, procedures, product knowledge, and job tasks.
• Maintain awareness of and compliance with the IT department’s performance standards, as dictated by the department management.
• Maintain intermediate to advanced knowledge about computer systems as they relate to departmental systems and hardware and/or software utilization.
• Align work with performance goals.
• Accurately perform keyboard functions at a minimum of 30 wpm.
• Edit work for accuracy, spelling and grammar, and present numerical data effectively.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions.                  

Education/Experience:

• Associate degree preferred.
• Additional 2+ years related experience or equivalent of education plus directly related education, training, and experience.
• Preferred experience includes help desk support with direct customer service experience in a workplace environment with more than 25 workstations.
• Intermediate to advanced proficiency with Microsoft Office software, specifically Word, Excel, and Outlook.
• Ability to research problems on the internet using search engines.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.

• Read and interpret general business periodicals, professional journal, technical procedures, or governmental regulations.
• Proficient in troubleshooting Microsoft Windows 7, Windows 8.1, and Windows 10.
• Proficient in troubleshooting computer hardware.

Physical and Mental Demands:

• Typically interacts with staff, peers, senior management and external customers
• Ability to handle moderate to high stress

• Regularly required to sit, stand, move about, stoop, bend, reach, finger and grasp and to move and/or lift up to 50 pounds
• Regularly must see and read computer displays and reports, PDA displays & cell phone displays
• Must regularly type and or enter data using computer keyboards.

Certificates and Licenses:

• No special certificates, licenses or registrations are required.
• Microsoft Technology Associate (MTA) is desirable.
• Microsoft Certified Solutions Associate (MCSA) is desirable.
• CompTIA A+ certification is desirable.

Supervisory Responsibilities:

The job has no supervisory responsibilities.

Work Environment:

Reasonable accommodations may be provided in order to allow qualified individuals with disabilities to perform the essential duties and tasks.

The work environment varies between that of a typical office setting with controlled temperature and humidity and a typical automobile interior, traffic and noise associated with commuting, along with typical patient home environments for short durations. Ambient noise levels are consistent and generally low to moderate.