Help Desk Coordinator

Help Desk Coordinator

The Help Desk Coordinator will assist customers with computer and application issues by identifying root causes and performing necessary troubleshooting and resolution activities. The role requires excellent communication skills, strong computer knowledge, and the ability to provide professional technical support to end users.

Responsibilities:

• Provide first-level help desk support to customers and users.
• Troubleshoot and resolve computer, application, and system-related issues.
• Identify root causes of problems and provide appropriate solutions.
• Log all incoming problems, requests, and resolution actions.
• Maintain accurate documentation of incidents and completed work.
• Provide follow-up status updates to end users according to support procedures.
• Support Client business applications and project-specific assignments.
• Provide site support and technical assistance as needed.
• Maintain knowledge of daily operating environments, tools, applications, and IT procedures.
• Follow established Help Desk IT policies, procedures, and standards.

Required Skills:

• Experience using Microsoft Outlook/email.
• Experience with Microsoft Windows 10.
• Knowledge of Microsoft Windows Server.
• Knowledge of Active Directory.
• Knowledge of Microsoft Office 365.
• Experience with Microsoft Excel, Word, and Visio.
• Strong communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Ability to remain calm and professional when dealing with upset users.
• Ability to work in a fast-paced, deadline-driven environment.

Preferred Qualifications:

• 2-year college degree or equivalent technical study.
• Experience supporting enterprise help desk environments.
• Experience supporting government or Client systems (training will be provided).

Required Skills:

• Data Entry
• Experience using Email (Outlook)
• Experience working in a position requiring calm demeanor when dealing with upset users
• Experience with MS Excel
• Experience with MS Word
• Experience with MS Visio