Helpdesk Coordinator

Helpdesk Coordinator

Main Points

• Will be providing tier I support
• Must have associates degree or higher level of education 
• Must have 1+ years experience
• Must have knowledge of troubleshooting Microsoft Office Suite
• Pay: 20-22/hr.=converting at 45k+

Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
• Assist, plan and coordinate with vendors about hardware purchases
• Assist Admin Support team in answering calls
• Implement and support disaster recovery solutions.
• Serves as the Tier 1 and Tier 2 support for the computer user community.
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy
• Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
• One year general experience.

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