Help Desk Support Coordinator

Military Spouse Corporate Career Network•Fairfax, VA

1d•Onsite

About The Position

PEG, LLC is seeking a motivated, customer-oriented Help Desk Support Coordinator to join its Automation Team at the main office in Fairfax, Virginia. The coordinator supports PEG team members, vendors, and clients by managing Help Desk requests, troubleshooting system and software issues, coordinating automation processes, and collaborating on software updates and enhancements. The role requires staying current with technology, software updates, and automation processes while managing multiple projects in a fast-paced environment. The coordinator also supports mobile devices and vendor services, analyzes automation needs and processes for efficiency opportunities, and provides administrative support to the Administrative Support Team. The position involves regular communication across departments and with clients, careful documentation, independent work, and handling sensitive information confidentially.

Requirements

Associate degree in Computer Science or Information Technology, or equivalent work experience.
1–2 years of professional experience 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.
Ability to prepare comprehensive project documentation, including requirements, system design, interface control documents, and security documentation.
Familiarity with IT technologies such as networking, security, backup and recovery, and VPN.
Strong time-management skills and ability to establish reasonable, attainable resolution deadlines.
Strong interpersonal skills for working in a dynamic, fast-paced environment.
Ability to prioritize and manage several milestones and projects efficiently.
Ability to work independently and proactively while handling multiple support requests.
Solution-oriented approach and efficient problem-solving skills.
Strong oral and written communication skills.

Nice To Haves

Experience providing support for and maintaining large-scale software systems and/or databases.
Working experience with Mobile Device Management platforms.

Responsibilities

Oversee timely completion of Help Desk requests and document resolution steps to help prevent future issues.
Support PEG staff in person, virtually, by email, and by phone to maintain automated technology systems and troubleshoot issues.
Create and maintain basic Jira tickets for end-user support requests, recording issue details, resolution steps, status, and follow-up information.
Perform maintenance on existing software to ensure optimal performance.
Create test cases, debug software issues, and assist with software enhancements and updates.
Collaborate with the Automation Team to understand software updates and communicate details to internal employees and external clients.
Help coordinate and maintain existing organizational automation processes.
Identify recurring support issues and communicate trends to the Automation Team to inform process or system improvements.
Analyze company and user needs to develop potential automation solutions.
Evaluate automation processes for opportunities to increase efficiency and reduce operational time.
Manage mobile devices, including issuing devices to new hires, arranging insurance replacements or exchanges, updating records in the MDM Portal and Sortly, and troubleshooting issues for field employees.
Update and maintain Company Technology Equipment Policies for field personnel.
Assist the Administrative Support Team by answering phone calls and handling mail, processing documents, maintaining filing systems, and performing other administrative duties.
Handle sensitive information with discretion and confidentiality.
Maintain professional and technical knowledge through educational workshops, professional publications, and personal networks.

Benefits

20 annual paid days off, comprising 12 days of PTO, Birthday PTO, and 7 company-paid holidays.
Company-sponsored medical insurance with a contribution of up to 50% of the monthly premium.
Dental insurance.
Vision insurance.
401(k) retirement plan with up to a 4% company match, vested immediately.
Basic life and supplemental life insurance.
Short-term and long-term disability coverage.
Accident insurance.
Pet insurance.
Corporate-sponsored events.
Paid professional development and salary incentives through learning and certification opportunities.
Flexible benefits package.