Help Desk Support Coordinator

PEG, LLC • Fairfax, VA

8d • Onsite

About The Position

PEG, LLC is seeking a motivated, career-driven, and customer-oriented Help Desk Support Coordinator to join the PEG Team. In this role, you will provide exceptional support to PEG Team Members, vendors, and clients, while building an exciting and rewarding career. The ideal candidate will be detail-oriented, well-organized, and self-motivated, capable of managing multiple projects simultaneously with limited oversight.

As part of the Automation Team, the Help Desk Support Coordinator will thrive in a fast-paced, dynamic environment. The position requires staying current on new technology, software updates, and evolving automation processes to ensure efficient operations. The coordinator will manage Help Desk requests, troubleshoot system and software issues, and collaborate with the Automation Team on updates and enhancements. They will also manage mobile device support, assist with vendor services, and analyze automation needs to improve operational efficiency.

Key responsibilities include cross-departmental support, administrative tasks, and maintaining confidentiality. Excellent communication skills are crucial for interacting with diverse teams and various management levels. Ongoing professional development is essential to stay up-to-date with industry trends and technology advancements.

Requirements

• Associate Degree in Computer Science, Information Technology, or equivalent work experience is required
• 1 -2 years of professional experience working in a Help Desk Support Role
• Strong experience with modern Windows-based systems
• Strong knowledge of troubleshooting Microsoft Office Suite, Office 365 Administration, Software Licensing, OneDrive for Business, and SharePoint
• Demonstrated ability to prepare comprehensive project documentation (requirements, system design, interface control documents, security, etc.)
• Familiarity with IT technologies such as networking, security, backup and recovery, and VPN
• Strong time management skills and the ability to establish reasonable and attainable deadlines for resolution
• Must have strong interpersonal skills necessary to work in a dynamic and fast-paced environment
• Ability to prioritize and manage several milestones and projects efficiently
• Must be able to work independently, proactively, and handle multiple support requests at once to address employees' needs as efficiently as possible.
• Must be solution-oriented with efficient problem-solving skills
• Strong oral and written communications skills required

Nice To Haves

• Experience with providing support using and maintaining largescale software systems and/or databases is preferred
• Working experience with Mobile Device Management Platforms preferred

Responsibilities

• Oversee the timely completion of Help Desk support requests, ensuring resolution steps are documented to help prevent future issues.
• Work with PEG staff in person, virtually, via email, or by phone to maintain automated technology systems and troubleshoot issues as they arise.
• Create and maintain basic Jira tickets for end-user support requests, documenting the issue, relevant details, resolution steps, and current status to ensure proper tracking and follow-up.
• Perform necessary maintenance on existing software to ensure optimal performance.
• Create test cases, debug software issues, and assist with implementing software enhancements or updates.
• Collaborate with the Automation Team to fully understand each software update and clearly communicate the details to internal employees and external clients.
• Help coordinate and maintain existing automation processes within the organization.
• Identify recurring support issues and communicate trends to the Automation Team to help determine opportunities for process or system improvements.
• Analyze company and user needs to develop potential solutions through automation.
• Regularly evaluate automation processes to identify opportunities for increased efficiency and reduced operational time.
• Manage mobile devices, including issuing devices to new hires, replacing or exchanging devices through insurance, updating records in the MDM Portal and Sortly, and troubleshooting issues with field employees.
• Update and maintain Company Technology Equipment Policies for all field personnel.
• Provide assistance to the Administrative Support Team by answering phone calls and performing other administrative duties such as handling mail, processing documents, maintaining filing systems, etc.
• Handle sensitive information with discretion and confidentiality.
• Stay up to date with professional and technical knowledge by attending educational workshops, reading professional publications, and expanding personal networks.

Benefits

• 20 Annual Paid Days Off (12 Days of PTO, Birthday PTO, & 7 Company Paid Holidays)
• Company Sponsored Medical Insurance that includes a contribution of up to 50% off the monthly premium
• Dental & Vision Insurance
• 401(k) Retirement Plan with up to a 4% company match vested immediately
• Basic Life & Supplemental Life
• Short-Term & Long-Term Disability
• Accident & Pet Insurance
• Corporate Sponsored Events
• Paid Professional Development & Salary Incentives through Learning/Certification Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree