Helpdesk Coordinator

Job Title: Helpdesk Coordinator

Employment Type: Full-Time

Travel: On-Site

Location: Knoxville, TN

Work Authorization – w2 eligible (US Citizens or active GCH)

Excellent Benefits: Medical. Vision & Dental, 401k w/ Match, PTO and much more!!

Salary: 55k+ annually plus annual bonus

Amazing Culture and very high opportunity and ceiling for growth!! Can’t miss opportunity with a company that invests in it’s people.

Summary:

The Helpdesk Coordinator will be responsible for providing technical support and assistance to employees across various departments. Working closely with the IT team, you will triage, prioritize, and resolve IT-related issues to ensure minimal downtime and disruption to production processes. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Responsibilities:

·         Serve as the primary point of contact for IT support requests from employees, both in person and via phone/email.

·         Triage incoming support tickets, prioritize issues based on urgency and impact, and escalate complex problems to the appropriate IT personnel.

·         Provide timely and effective resolution of technical issues, including hardware/software troubleshooting, password resets, and system configurations.

·         Document all support activities, including ticket creation, updates, and resolutions, in the helpdesk ticketing system.

·         Maintain an organized inventory of IT equipment, peripherals, and software licenses, ensuring availability and accuracy.

·         Assist with the setup, configuration, and deployment of computer systems, printers, and other IT equipment as needed.

·         Collaborate with IT staff to identify recurring issues and recommend solutions to improve efficiency and reduce downtime.

·         Conduct user training sessions and create documentation to educate employees on IT best practices and procedures.

·         Stay informed about industry trends and new technologies, and participate in professional development activities to enhance technical skills and knowledge.

·         Provide both in person and remote support within a manufacturing & warehouse environment.

Qualifications:

·         High school diploma or equivalent required; two year degree or higher in Information Technology or related field preferred.

·         Proficiency in monitoring tools such as SCCM, Intune, PDQ or similar strongly preferred.

·         Experience in supporting Windows, VoIP Systems, o365, SaaS, Applications, AV equipment, hardware & software.

·         Excellent communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization.

·         Strong problem-solving abilities and attention to detail.

·         Ability to work independently and prioritize tasks in a fast-paced environment.

·         Customer service-oriented mindset with a commitment to delivering high-quality support.