DEPARTMENT: Information Technology

CLASSIFICATION: Hourly, Part Time

Position Summary

The Helpdesk Coordinator is the primary contact for end user support from internal and external users. This role manages the administrative tasks related to the IT department.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Serve as primary point of contact to prioritize and resolve technical support requests as called into the ticketing system.
• Coordinates with Managed Service Provider to ensure that requests are resolved to the end user’s satisfaction.
• Responsible for installing, configuring, maintaining, and troubleshooting of all hardware, software applications, phones, and network support.
• Provides user-level training for systems and appropriate usage of the systems and data.
• Assist with any operations as required to maintain workflow and to meet schedules and deadlines.
• Contacts vendors as required for repair to systems in accordance with contract maintenance agreement.
• Review and make recommendations to processes and procedures.
• Updates inventory of all equipment, software, and software licenses. Ensure that renewal periods are documented and notify appropriate staff in a timely manner.
• Assist as assigned by management, with the organization’s disaster response efforts.
• Performs other duties and assumes other responsibilities as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Minimum High School Diploma and experience serving in a technology helpdesk capacity.
• Proven knowledge and understanding of application systems and computing devices.
• Familiarity with Office 365 Administration including SharePoint.
• Knowledge of VOIP phone system management.
• Strong customer service and communication skills.
• Strong attention to detail and discretion with confidential information.
• Ability to prioritize tasks and work calmly under pressure.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls.

The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.