IT Helpdesk Coordinator

Role Overview:

The Helpdesk Coordinator will work daily, ensuring efficient delivery of (frontline/Tier1) technical support services across the organization. This is a professional-level position requiring advanced organizational capability, technical knowledge, independent judgment, and the ability to manage and prioritize support workflows that directly impact business operations and instructional environments.

Helpdesk Operations and Coordinatior:

Serve as the frontline/Tier1 intake and triage point for basic IT support requests, ensuring timely response and resolution. Coordinate and prioritize service tickets based on urgency, impact, and organizational needs. Monitor helpdesk queue performance and ensure service level expectations are consistently met. Act as a liaison between end users and IT technical staff to ensure clear communication and issue resolution.

Technical Support and User Assistance:

Provide direct technical support for hardware, software, and classroom-related technology issues. Troubleshoot and resolve Tier 1 issues, escalating complex problems as needed. Support clerical staff, instructors, and students with day-to-day technology needs. Assist with onboarding/offboarding processes, including account setup, access management, and equipment provisioning.

Process Development and Documentation:

Develop, document, and maintain helpdesk procedures, workflows, and knowledge base articles. Identify recurring issues and implement process improvements to increase efficiency and reduce ticket volume. Standardize support practices to ensure consistent service delivery across the organization.

System Coordination and Administration Support:

Assist with system access management, including user account creation, permissions, and audits. Coordinate with other IT administrators on deployments, updates, and maintenance activities. Track and maintain inventory of IT assets, including computers and peripheral devices.

Communication and Customer Service Excellence:

Provide clear, professional communication to users regarding issue status, resolutions, and best practices. Ensure a high level of customer satisfaction through responsive and effective support. Translate technical issues into user-friendly language for non-technical staff.

Independent Judgment and Decision-Making:

Evaluate support requests and determine appropriate prioritization and routing without direct supervision. Make informed decisions regarding escalation, resource allocation, and issue resolution strategies. Balance multiple competing priorities while maintaining operational continuity.

Advanced Organizational and Technical Competency:

Strong understanding of IT support processes, ticketing systems, and service delivery models. Working knowledge of computer systems, software applications, and troubleshooting methodologies. Ability to manage high-volume request environments with accuracy and efficiency.

Key Qualifications:

Demonstrated ability to coordinate and manage helpdesk operations in a professional environment. Strong problem-solving skills with the ability to independently resolve technical issues. Excellent organizational, communication, and documentation skills. Experience supporting both administrative and instructional technology environments.

Job Types:

Full-time, Permanent Pay:

$24.00 - $28.00 per hour

Benefits:

Dental insurance Flexible spending account Health insurance Paid time off Retirement plan Vision insurance

Work Location:

In person