Coordinator - Help Desk
About The Position
This job is a full-time, benefited, FLSA-exempt position in the Technology and Operations Division that reports to the Executive Director of Information Technology. This position’s primary location will be the Lawrenceville Campus. The Help Desk Coordinator oversees the daily operations of the IT Help Desk and serves as the primary point of coordination for technology support services. This position supervises Help Desk personnel, ensures exceptional customer service, monitors service performance, develops support processes, and provides advanced technical assistance to faculty, staff, and students.
Requirements
- Associate’s degree and two (2) years of work-related experience.
- Experience may substitute for the degree on a year-for-year basis.
Nice To Haves
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience in higher education technology support.
- Experience coordinating, mentoring, or supervising technical support personnel.
- Experience with Microsoft 365 administration, Entra ID, endpoint management, and device deployment.
- Relevant industry certifications such as CompTIA A+, Network+, Security+, and Microsoft certifications.
Responsibilities
- Coordinate day-to-day Help Desk operations, ensuring timely .resolution and escalation of technology support requests for faculty, staff, and students. (30%)
- Supervise, train, schedule, and provide guidance to Help Desk staff and student workers to maintain high levels of customer service and technical support. (20%)
- Develop, maintain, and improve Help Desk procedures, workflows, knowledge base resources, and service standards. (10%)
- Monitor ticket queues, service levels, and performance metrics; prepare reports and recommendations for continuous improvement. (10%)
- Provide advanced troubleshooting and support for Windows, macOS, ChromeOS, mobile devices, and enterprise applications. (15%)
- Collaborate with IT teams, campus departments, and vendors to resolve issues, implement solutions, and support technology initiatives. (10%)
- Perform other duties as assigned in support of Information Technology operations and institutional goals. (5%)
Benefits
- robust benefits package designed for every stage of your career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
