Help Desk Project Coordinator

TEKsystems•Town of Yorktown, NY

31d•$25 - $30•Onsite

About The Position

This higher ed client has an immediate opening for a full-time Helpdesk Analyst that will dabble in some Coordinator duties. In order to be successful in this role, you will need a good blend of technical aptitude, leadership ability, commitment to exceptional customer service, and excellent follow-through. Please note that this is a “hand’s on” role. This person needs prior technical phone support experience and be comfortable handling first line of defense and level calls/tickets. This role sits 5 days a week onsite in Yorktown Heights, NY.

Requirements

Working knowledge of a variety of computer hardware (PC/MAC), software, LAN/WAN, and relational databases.
Experience in the delivery of exceptional customer support while adhering to IT/Security policies.
Experience in coordinating the technical support function of an IT team.
1-2 Experience coordinating projects and overseeing a team.
1-2 years Experience with Software/Hardware Troubleshooting
1-2 years Experience with Documentation and Communication Skills

Nice To Haves

ITIL and project management knowledge/certification is highly desired.

Responsibilities

Under the direction of the IT Operations Manager, coordinating technology support activities (including scheduling) of the Help Desk staff tasked with the efficient/timely delivery of IT services.
Providing IT support for issues related to hardware, software, and systems. Diagnose and resolve issues remotely if appropriate.
Assigning service calls to help desk staff/vendors via a ticketing system, insuring that activities are properly, prioritized, completed, and documented.
Tracking identified support metrics and regularly reviewing findings with IT Operations Manager to determine process improvements, proactive measures to prevent recurring issues, and improve customer satisfaction.
Interacting with users in support of the deployment of new services, the technical education of users, and the completion of IT projects.
Preparing technical documentation and providing training for the technical/non-technical agency user community.
Coordinating the inventory of IT equipment, software, etc, and entering related purchase orders.
Conducting research on new technologies, scheduling department meetings, and interacting with vendors as appropriate.
Making minor website updates as needed.
Performing other duties as assigned.