TBR | The College System of Tennessee

POSITION SUMMARY 

The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.  

POSITION OBJECTIVES 

Holistic Student Support 

• Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels. 

• Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs. 

• Maintains a positive and empathetic approach when addressing diverse student and faculty needs. 

• Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards. 

Teaching Excellence 

• Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources. 

• Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope. 

• Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources. 

• Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.  

Program Innovation 

• Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume. 

• Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies. 

• Participates in discussions related to technology planning, user experience enhancements, and service optimization. 

Fiscal Stewardship 

• Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system. 

• Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments. 

• Helps implement standard operating procedures for incident intake, triage, escalation, and closure. 

• Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried. 

Organizational Culture 

• Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care. 

• Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes. 

• Provide technological support for events across the entire organization. 

KNOWLEDGE, SKILLS, AND ABILITIES 

Knowledge 

• Knowledge of Help Desk operations, ticketing workflows, and customer service principles. 

• Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues. 

• Knowledge of ITIL or similar service management best-practice frameworks preferred. 

Skills 

• Skill in communicating clearly and effectively in both written and verbal formats. 

• Skill in leading teams, mentoring staff, and resolving conflict constructively. 

• Skill in organizing work and prioritizing responsibilities in a high-volume support environment. 

• Skill in using collaboration platforms such as Microsoft Teams.  

Abilities 

• Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations. 

• Ability to analyze problems quickly and determine appropriate escalation paths. 

• Ability to manage multiple priorities and deadlines effectively. 

• Ability to build trust and maintain effective working relationships across campus. 

• Ability to maintain confidentiality and exercise sound judgment. 

• Ability to work flexible hours as needed during peak support periods or special events. 

Physical Requirements 

• Ability to lift and carry up to 30 pounds. 

• Occasional standing, walking, or travel across multi-building campus locations. 

• Occasional non-standard work hours for urgent issues or campus events. 

Special Requirements 

• Valid driver's license (if campus travel is required). 

• Background check as required by college policy. 

QUALIFICATIONS  

Education and Experience 

• Associate’s degree required; bachelor’s degree in information technology, computer science, or a related field preferred. 

• Minimum of three years of experience in technical support or help desk operations required. 

• Minimum of one year of supervisory or team lead experience required. 

• Higher education experience preferred. 

Salary Range: $48,572 - $60,715