Helpdesk Coordinator / Technician

Kreative Technologies

2d•Remote

About The Position

Kreative Technologies is seeking a motivated Helpdesk Coordinator / Technician to join our team! This role serves as the primary point of contact for Helpdesk support, assisting users with application functionality, account and role access, workflow processes, security permissions, and network connectivity. The position involves performing initial triage and basic troubleshooting of incoming requests, coordinating Helpdesk operations by assessing priorities, documenting issues, and assigning or routing tickets to appropriate technical staff for resolution. Support is provided to end users through various communication channels, and technical support is offered for Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) applications. The role also includes developing and maintaining Helpdesk procedures, knowledge base articles, and training materials, as well as logging, tracking, and managing all support requests within the organization's ticket management system. Monitoring ticket queues and preparing status reports are key responsibilities, along with prioritizing incidents and service requests based on severity and business impact. User training on applications and system functionality is also part of the role, with occasional after-hours support required.

Requirements

Bachelor’s degree in computer science, information systems, engineering, or a related scientific or technical discipline.
Previous experience in IT, customer service, or other related fields
Strong troubleshooting and critical thinking skills
Positive and professional demeanor
Good written and verbal communication skills
Ability to multi-task while balancing multiple priorities and deadlines.

Nice To Haves

CompTIA Security+ highly desired.

Responsibilities

Serve as the primary point of contact for Helpdesk support which assists users with application functionality, account and role access, workflow processes, security permissions, and network connectivity.
Perform initial triage and basic troubleshooting of incoming requests, while coordinating Helpdesk operations by assessing priorities, documenting issues, and assigning or routing tickets to appropriate technical staff for resolution.
Provide Helpdesk support to end users through email, telephone, instant messaging, and other approved communication channels.
Provide technical support for Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) applications utilized by the organization.
Develop, document, and maintain Helpdesk procedures, knowledge base articles, installation guides, training materials, and support documentation.
Log, track, update, and manage all support requests within the organization's ticket management system, ensuring accurate documentation and timely resolution.
Monitor ticket queues and prepare status reports to provide visibility into support activities, issue trends, and resolution progress.
Prioritize incidents and service requests based on severity, business impact, number of affected users, and client requirements to ensure timely response and resolution.
Provide user training and guidance on new and existing applications and system functionality as needed.
Provide occasional after-hours support to address critical issues, maintenance activities, or client operational requirements.