Help Desk Coordinator

POSITION RESPONSIBILITIES:

The Help Desk coordinator is responsible for providing first level support to the user community. Answers calls, emails, and process self-serve requests. In addition, solves technical issues and administers system security. Manage and escalate tickets that cannot be resolved at this level. Provides technical support to a wide range of user groups with an emphasis on excellent customer service. 

Below are the position’s main responsibilities:

• Provide technical support either by phone or in person to the user community.
• Computer software and hardware troubleshooting.
• Create and manage Active Directory accounts.
• Create and manage ERP (PeopleSoft) accounts.
• Create e-mail accounts.
• Monitor tape backup jobs.
• Manage user requests by entering tickets on a help desk database, ensure we meet help desk SLAs, and provide level 1 support and escalate incidents when needed.
• Coordinate requests with third party support providers.
• Maintain and create Help Desk documentation.
• Participate in the after-hours on-call schedule.