Help Desk Coordinator

Tennessee Board of Regents•Chattanooga, TN

4d•Onsite

About The Position

The Coordinator, Help Desk oversees daily Tier I technical support operations and leads a team of approximately ten Help Desk specialists. This role ensures prompt, high-quality technology support for students, faculty, and staff while maintaining a service-oriented culture. The Coordinator, Help Desk is expected to remain actively engaged in front-line support, fielding tickets, responding directly to users, and modeling best-practice troubleshooting techniques. The position includes operational leadership, workflow management, staff coaching, and continual improvement of support processes.

Requirements

Knowledge of Help Desk operations, ticketing workflows, and customer service principles.
Knowledge of basic troubleshooting for Windows, macOS, productivity applications, learning management systems, and account access issues.
Skill in communicating clearly and effectively in both written and verbal formats.
Skill in leading teams, mentoring staff, and resolving conflict constructively.
Skill in organizing work and prioritizing responsibilities in a high-volume support environment.
Skill in using collaboration platforms such as Microsoft Teams.
Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations.
Ability to analyze problems quickly and determine appropriate escalation paths.
Ability to manage multiple priorities and deadlines effectively.
Ability to build trust and maintain effective working relationships across campus.
Ability to maintain confidentiality and exercise sound judgment.
Ability to work flexible hours as needed during peak support periods or special events.
Associate’s degree required.
Minimum of three years of experience in technical support or help desk operations required.
Minimum of one year of supervisory or team lead experience required.

Nice To Haves

Knowledge of ITIL or similar service management best-practice frameworks preferred.
Bachelor’s degree in information technology, computer science, or a related field preferred.
Higher education experience preferred.

Responsibilities

Ensures timely and accurate resolution of Tier I support requests across phone, email, chat, and in-person channels.
Provides hands-on assistance with user login issues, account access, basic hardware and software troubleshooting, classroom technology basics, and other high-volume support needs.
Maintains a positive and empathetic approach when addressing diverse student and faculty needs.
Monitors ticket queues daily, reassigns work as needed, and personally resolves tickets to maintain service standards.
Supports faculty and staff by ensuring reliable access to instructional technology and standard computing resources.
Coordinates with media, networking, and systems teams to escalate issues beyond Tier I scope.
Helps maintain knowledge base articles and user documentation that promote effective use of college technology resources.
Provides coaching and training to Help Desk staff on communication, troubleshooting steps, and customer service excellence.
Identifies common problems and recurring service issues; proposes process improvements or technology solutions to reduce incident volume.
Collaborates with academic and administrative departments to understand upcoming needs and plan support strategies.
Participates in discussions related to technology planning, user experience enhancements, and service optimization.
Ensures proper documentation of support activity, asset updates, and user interactions in the ticketing system.
Reviews metrics such as ticket volume, response times, and customer satisfaction to guide staffing and workflow adjustments.
Helps implement standard operating procedures for incident intake, triage, escalation, and closure.
Ensures Help Desk hardware, accessories, and peripheral equipment are properly maintained and inventoried.
Establish and maintain an atmosphere of respect, responsibility, and responsiveness throughout the span of care.
Organize staff development opportunities with explicit connection to the College's purpose, values, mission, and strategic themes.
Provide technological support for events across the entire organization.