Help Desk Coordinator

LabConnect•Johnson City, TN

16h

About The Position

The Help Desk Coordinator provides customer-focused enterprise technical support for employees using macOS and Windows, with particular expertise in Apple devices and day-to-day support for Dell/Windows systems. This individual-contributor role supports end-user technology across hardware, peripherals, applications, identity and access, encryption, connectivity, and endpoint management. The coordinator independently manages assigned requests from intake through resolution, identifies recurring issues, recommends improvements, and partners with other IT resources when escalation is needed. The role also supports onboarding and offboarding, manages assigned device lifecycle activities, and maintains help desk procedures and self-service resources for Apple and Windows environments. The coordinator works within established procedures and priorities, provides clear and timely communication to employees, and helps them use technology confidently and productively. There are no supervisory responsibilities. Travel requirements are minimal.

Requirements

Three or more years of enterprise technical support, service desk, endpoint support, or related experience.
Two or more years of hands-on experience supporting macOS devices in an enterprise environment, including troubleshooting, deployment, configuration, security, and lifecycle management.
Hands-on experience supporting Windows devices, including Dell hardware.
Experience troubleshooting hardware, software, applications, access, and connectivity issues.
Experience working with a ticketing or service-management system.
Experience supporting device provisioning and employee onboarding or offboarding activities.
Working knowledge of enterprise endpoint support across macOS and Windows, including macOS administration, Apple and Dell hardware diagnostics, MDM enrollment and configuration, software deployment, FileVault, identity integration, security compliance, and Mac device lifecycle practices.
Ability to communicate technical information in clear, accessible language and adapt explanations to employees’ technical knowledge.
Ability to listen carefully and ask thoughtful questions.
Strong organizational skills and ability to manage multiple requests in a fast-paced environment.
Strong written and verbal communication skills.
Ability to work as a self-directed individual contributor, own work through completion, exercise sound judgment, and recognize when escalation or leadership guidance is needed.
Ability to document technical information and troubleshooting steps accurately.
Ability to build productive relationships and engage with employees, IT colleagues, leaders, and organizational teams at all levels.

Nice To Haves

Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience with enterprise MDM platforms, Apple Business Manager, automated device enrollment, macOS application deployment and patching, FileVault recovery-key management, Apple silicon, single sign-on, directory integrations, and endpoint-security tools.
Substantial enterprise Mac experience; the role serves as the resident Mac subject-matter expert.
Experience creating or maintaining knowledge-base articles, troubleshooting guides, or self-service documentation.
Experience supporting or improving ticketing workflows and onboarding processes.
Familiarity with basic networking concepts, including VPN, Wi-Fi, TCP/IP, and directory services.
ITIL, CompTIA A+, or HDI certification.
Apple device support or Apple deployment and management certification.

Responsibilities

Serve as an approachable point of contact and provide patient, responsive technical support through approved channels.
Provide expert Mac support and day-to-day Dell/Windows support, diagnosing and resolving hardware, software, application, access, connectivity, performance, and security issues.
Administer and support enterprise device lifecycle activities across Mac and Dell/Windows hardware, including MDM, Apple Business Manager, automated enrollment, configuration profiles, application deployment, updates, inventory, compliance reporting, encryption, identity integrations, and endpoint security.
Assess incoming requests for urgency, impact, completeness, and ownership; monitor help desk tickets, coordinate daily ticket activity, and route requests appropriately.
Manage assigned tickets and priorities from intake through resolution, escalating complex, unusual, security-related, unresolved, or competing priorities when appropriate.
Document issue details, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
Follow up with employees, explain resolutions clearly, confirm needs are addressed, and communicate service interruptions or additional actions.
Meet established response-time, documentation, and service-quality standards.
Coordinate assigned account, application, device, equipment, and access activities for employee onboarding and offboarding.
Prepare, configure, enroll, deploy, replace, retrieve, securely wipe, and track company Mac and Dell/Windows hardware and related equipment; maintain accurate equipment records and ensure assigned tasks are completed or escalated.
Create and maintain help desk procedures, troubleshooting guides, knowledge-base articles, and employee self-service resources; provide practical guidance or training.
Analyze ticket themes and document recurring technical or service issues, common resolutions, service interruptions, and emerging support needs.
Share observations and improvement recommendations with IT leadership.
Support implementation, testing, communication, documentation, and training for approved changes to help desk processes, tools, and workflows.
Stay informed about organizational, technology, and process changes that may affect help desk support.