(HCTA)-Helpdesk Coordinator/Tech

Birmingham Water Works • Birmingham, AL

282d

About The Position

The Helpdesk Coordinator/Tech serves as the first point of contact for staff seeking technical support regarding all IT Requests for Service. This includes addressing problems, modifications to existing programs/reports/systems, and requests for new services. The role encompasses all IT-related functionality, including software/applications used across the company, personal computers, server systems, network communications, vehicle tracking GPS, VOIP systems, and managing end-user account access and Fleet Management program support.

Requirements

• Associate degree in computer technology, business-related field, or equivalent combination of education and experience required.
• Valid Driver's License required.
• One (1) year of experience with Microsoft desktop environment and knowledge of desktop business software (i.e., Microsoft Word and Excel) required.
• Advanced knowledge of company-supported applications.
• Excellent interpersonal, teamwork and customer service skills.
• Experience working with Helpdesk or call center software for supporting end users.
• Ability to learn, follow instructions and support new applications.
• Experience with the principles and processes for providing customer service.
• Experience with inventory preferred.

Responsibilities

• Diagnose and resolve technical issues via first-call resolution on all incoming requests or tickets.
• Monitor an online Help Desk software tool to respond quickly and effectively to requests received.
• Create detailed requests and tickets for users calling on the phone, radio, chat, or walking into the environment.
• Determine the priority of all created tickets and requests.
• Respond to inquiries and requests for assistance with the organization's computer systems, PCs, telephones, and mobility equipment.
• Maintain a detailed inventory of computer parts related to the desktop environment.
• Maintain a broad understanding of various types of hardware & software applications.
• Solicit vendors for quotes on various software and hardware.
• Maintain a detailed database of all client-assigned computer devices for the organization.
• Perform detailed retirement tasks for all identified computer devices.
• Enter commands and observe system functioning to verify correct operation and detect errors.
• Route IT Requests for Service to the appropriate area.
• Provide exceptional customer service regarding phone calls and emails.
• Collaborate with other members of the IT department to resolve technical issues.
• Provide status on the disposition of requests and document resolutions for future reference.
• Create and maintain detailed technical manuals and instructions for new and updated software and hardware.
• Initiate and track warranty and repair work on various hardware with vendors.
• Access hardware and software remotely for clients to make changes and fix problems.
• Provide reports/information on the GPS from managers/supervisors.
• Set up and configure company mobile phone devices.
• Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
• Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals are maintained and transmitted securely and legally.
• Perform all work safely in accordance with established safety policies and procedures.
• Comply with all safety and health standards and guidelines issued by management.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Utilities
• Education Level: Associate degree