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.


  • 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.


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.                  


  • 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.