Help Desk Coordinator - After Hours (13340)

InGenesis•San Antonio, TX

9d•Remote

About The Position

InGenesis is currently seeking a Help Desk Coordinator - After Hours to join our team. In this role, you will provide after-hours support to employees, clients, and internal departments by responding to technical, operational, staffing, scheduling, timekeeping, payroll, and system-related inquiries. This position serves as the primary point of contact outside normal business hours and is responsible for identifying, researching, troubleshooting, and resolving issues of moderate complexity while ensuring appropriate escalation of critical matters. The Help Desk Coordinator provides exceptional customer service, documents all requests and resolutions, coordinates with internal teams as needed, and supports the continuity of business operations during evenings, overnight hours, weekends, and holidays. This is a fully remote position. This position is dependent on contract award.

Requirements

Associate's Degree in Information Technology, Business Administration, or a related field; equivalent experience may be considered.
Two (2) or more years of experience in Help Desk, Customer Service, Workforce Operations, Call Center, IT Support, Human Resources, Staffing, or a related field.
Excellent customer service and customer-facing communication skills.
Strong oral and written communication skills.
Ability to remain calm and professional while handling urgent and sensitive matters.
Strong analytical, troubleshooting, problem-solving, and decision-making skills.
Ability to prioritize and manage multiple tasks while meeting deadlines.
Self-motivated with the ability to work independently and collaboratively.
Adaptable to changing priorities and business needs.
Proficient in Microsoft Office applications and web-based systems.
Ability to work independently, manage time effectively, and meet deadlines in a fully remote environment.
Strong written and verbal communication skills using phone, email, and virtual collaboration tools.
Detailed-oriented and reliable, with a commitment to accuracy, confidentiality, and quality standards.

Responsibilities

Serve as the first point of contact for after-hours employee, client, and operational support requests.
Respond to telephone, email, text, ticketing system, and online requests for assistance.
Provide technical support for computer hardware, software, applications, systems, access issues, and peripherals.
Configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other related equipment.
Troubleshoot system access, password resets, connectivity issues, and user account concerns.
Coordinate and document employee call-outs, attendance issues, schedule changes, and staffing-related notifications.
Escalate urgent operational, compliance, payroll, credentialing, employee relations, safety, and client service issues in accordance with established procedures.
Facilitate the resolution of technical and operational issues by coordinating with internal departments and leadership teams.
Track, document, and monitor all requests using applicable systems and tools.
Develop and maintain end-user documentation, job aids, and instructions.
Provide support for meetings, conferences, and audio/visual technology as needed.
Track and update the movement of IT assets, including laptops, desktops, printers, monitors, and other equipment.
Re-image desktops and laptops and deploy new equipment to end users as needed.
Prepare shift summaries and communicate unresolved issues to appropriate teams for follow-up.
Interpret technical and operational information and communicate it effectively to various audiences.
Ability to work independently, exercise sound judgment, and make decisions in a fast-paced environment.
Perform other duties as assigned to meet the needs of the department and organization.