Support Desk Coordinator

Job Summary

Ensure end users receive timely and accurate resolutions for all their IT requests and issues and ensure all issues and requests are properly documented in the helpdesk ticketing system. Monitor helpdesk tickets from creation to resolution and ensure open tickets receive the resources and attention needed to ensure timely resolution.

Responsibilities

· Provide first level end-user support

· Manage helpdesk ticketing system

o Prioritize and categorize tickets

o Escalate as necessary and ensure appropriate resources are engaged

o Monitor open tickets and push tickets to resolution

o Monitor compliance with SLA’s

· Build and maintain IT asset inventory

· Compile and maintain repository of common issues and resolutions

· Maintain IT policies, procedures and best practices

· Assist with hardware and software procurement and deployment

· Manage and document user account adds/changes/deletes

· Enforce company network security policies and procedures

Experience

· 1-3 years progressive technical support experience

· Supporting Microsoft-centric environment that includes M365, Active Directory, DHCP, DNS, file/printer sharing, and Windows desktops

· Deploying and supporting PCs, laptops, and tablets

· M365 administration, O365 support

· Troubleshooting and supporting wired, WiFi, and VPN network connectivity

· Virtualized desktop support

· Android-based device support

· iOS-based device support

Required Skills

· Strong interpersonal skills

· Able to communicate effectively with non-technical users

· Able to work in a high-pressure, dynamic environment

· Able to prioritize and work multiple end-user issues/requests simultaneously

Education

· Associate’s degree in IT/IS or related field, bachelor’s degree preferred; may accept a combination of education, professional/technical certifications, and work experience in lieu of this requirement