Title: Help Desk Coordinator
Institution: Volunteer State Community College
The incumbent will coordinate & supervise work of the Help Desk Services team by setting priorities, assigning work; scheduling shifts and ensuring deadlines are met. The position will also contribute directly to the team by working hands-on with the Help Desk Services team and providing technical assistance to students, faculty & staff at all Volunteer State Community College campuses. Travel to off-campus sites may be required.
The Help Desk Coordinator responsibilities will include: Coordination of all IT Help Desk activities for the college including coordinating & supervising the work of the Help Desk Services team, providing leadership & direction to the other Help Desk Services team members, scheduling shifts, approving timesheets, assist with purchasing, asset & software license management, etc. Provide single point of contact technical assistance and support for incoming queries and issues for students, faculty & staff related to IT issues submitted via phone, email or in person. Issues include but are not limited to: password resets, account unlocks, email, distribution of software, hardware & software troubleshooting, remote access & VPN support, learning management system & using a service/support request entry method via an ITSM incident tracking system. Respond to these issues including troubleshooting the incident cause and resolution or escalation in a timely manner. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to Computer Operations or other appropriate IT technical teams. Dispatch for emergency incidents involving the Computer Operations’, Media Production & Audio Visual Services and other IT teams. Support for student, faculty & staff Wi-Fi systems. Set-up & management of accounts for new & existing users which meet the department requirements in various systems. Travel to off-campus sites may be required to provide IT training for users on various software and systems. Works effectively with all areas of the college. Serves on campus committees as appointed. Other duties as assigned.
Bachelor’s degree and one year of IT/Call Center/Help Desk/Service Desk support or related experience OR an Associate’s degree and three years of IT/Call Center/Help Desk/Service Desk support or related experience.
One year of supervisory experience and/or three years of experience within an IT/Help Desk/Service Desk support team environment.
IT industry certification(s): i.e. ITIL Foundation Certification, CompTIA A+, Network+, Security+ Certification(s), Microsoft IT Certification(s).
Experience with TeamDynamix or an ITSM ticketing application.
Experience with Active Directory, MS Office & Windows, 7 and 10, Remote Access Support tools, Anti-Virus software, ITIL concepts and best practices, VPN, and Knowledge Base tools.
Knowledge, Skills, and Abilities:
The successful candidate will have comprehensive knowledge of the use of personal computers — proven ability in the use of all pertinent software applications.
Must be able to successfully communicate via telephone, email, and person-to-person moderately complex technical information, and accurately compose correspondence and reports.
Must demonstrate excellent customer service and team skills.
Proficient with MS Windows and MS Office, Active Directory, VPN access / Remote support, and Citrix environment.
Must be able to think logically and act decisively in critical situations.
Will be required to demonstrate sound troubleshooting skills and have the desire to follow a problem through to resolution.
Experience in the use of personal computer hardware and software in a corporate network environment.
Pay Rate: $40,200 - $50,250 annual salary depending on experience
Special Instructions to Applicants:
Unofficial transcripts are acceptable for the application process. Official transcripts will be required upon hire.
Applicants may be subject to a background check.