Helpdesk Coordinator Job at YoungWilliams PC
Summary of Position
The Help Desk Coordinator provides the primary customer interface for the reporting of incidents and requests. The Help Desk manages their end to end life cycle ensuring customer satisfaction and SLA compliance. This position is responsible for end user desk-side support, help desk, as well as analyzing, troubleshooting and resolving Tier 1 system hardware, software and networking issues.
Essential Job Requirements
Required Experience
Required Skills
The Help Desk Coordinator provides the primary customer interface for the reporting of incidents and requests. The Help Desk manages their end to end life cycle ensuring customer satisfaction and SLA compliance. This position is responsible for end user desk-side support, help desk, as well as analyzing, troubleshooting and resolving Tier 1 system hardware, software and networking issues.
Essential Job Requirements
- Provides first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Courteously obtain and convey concise problem information for external and internal service personnel.
- Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner.
- Route tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 and Tier 3 support staff
- Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
- Acts as a liaison between customers and internal IT support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
- Reviews and updates Help Desk documentation as assigned.
- Assists in the installation, maintenance, and general support of computer systems.
- Assists in the configuration and maintenance of the KACE ticketing system.
- Provide backup support for remote offices.
- Troubleshoot desktop OS and related software problems.
- Generating and distributing helpdesk and incident reports
- Assists in software releases and roll-outs and communication to the end users.
- Identify frequently asked questions by the user and publish it in the Knowledge Base.
- Assists in performing post mortem analysis and provides detailed post mortem reports.
- Become familiar with available IT resources.
- Stays updated on technology changes or problems.
- Travel may be required on occasion to other YoungWilliams facilities.
- Performs other duties as may be assigned by management.
Required Education
Associate Degree or equivalent preferred
Required Experience
3 + years of experience in a similar or job-related field
Required Skills
- Demonstrated ability to effectively communicate by phone or in person
- Demonstrated writing ability
- Demonstrated ability to achieve successful outcomes in handling difficult situations
- Knowledge of Information Technology products and services
- Demonstrated analytical and troubleshooting skills
- Shows initiative and acts independently to resolve problems
- Demonstrated ability to manage multiple priorities and follow through on projects to completion
- Familiar with Windows Server, Windows Networking, TCP/IP, and desktop hardware
- Adequate familiarity with equipment found in a Call Center environment
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve
- Analytics and ticketing system (KACE) reporting
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