Helpdesk Coordinator

Helpdesk Coordinator

Summary: Provides professional and pleasant technical customer service and support to all corporate and remote site users.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Work schedule is based on standard operating business hours, which will include some nights, weekends and holidays. Typical business hours are 8:30AM to 5:30PM.

Will be responsible for maintaining 24x7 “On-Call” rotation scheduling within IT Department and will be included within that scheduling.

Must have excellent customer service and communications skills.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Logs and tracks calls using TrackIT, and maintains history records and related problem documentation.

Prepares standard statistical reports, such as help desk incident reports.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

Consults with programmers to explain software errors or to recommend changes to programs.

Calls software and hardware vendors to request service regarding defective products.

Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

Writes software and hardware evaluation and recommendation for management review.
Writes or revises user training manuals and procedures.

Develops training materials such as exercises and visual displays.

Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.

Installs personal computers, software, and peripheral equipment.
REQUIREMENTS
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Bachelor’s degree (B.S.) or equivalent combination of education and experience.

Language Ability:
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:
Microsoft Windows 2000 / 2003, Microsoft Windows XP, Blackberry Devices, Citrix, Ghost, Veritas Backup Exec

Certificates and Licenses:
A+ Certification

Supervisory Responsibilities:
This job has no supervisory responsibilities.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is occasionally exposed to risk of electrical shock.
The noise level in the environment is quiet.