Principal Help Desk Coordinator
About The Position
Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported. Job Responsibilities: Uses talent to contribute to company objectives, works on large, complex and significant incidents, problems and projects, acts independently and defines new methods and procedures, may direct or supervise others and help mentor more junior employees. Incident Management Respond to Incident Tickets of unplanned events based on ITIL concepts Track (Who, What, When, Where, Why & How) Adhere to KPI/SLAs set forth by management Triage (Work or Move) using knowledgebase articles Escalation team in the hierarchy Handle complex technical support questions Solve crucial problems that need more time and attention In-depth technical knowledge and expertise Watch and maintain ticket queue Watch and maintain phone queue Tier III pc application support Follow-up with customer complaints to ensure full resolution of issues Request feedback and/or monitor calls and other methods of correspondence to improve processes Diagnose system errors and other issues Resolve problems with Networks and other computer systems Provide technical assistance for questions and problems PC Application Management Install, uninstall and configure pc applications based on incident triage measures (Individual Installations) Administrative Support for PC Applications Tickets often need Tier II to access users through remote control tools, such as RDP Keep pc applications updated in BAR (Business Application Repository), i.e. version controls Enter Projects to update pc applications HAM (Hardware Asset Management) SAM (Software Asset Management) Establish process and procedures for onboarding, separations and changes with pc equipment PC Quality Assurance Validate software applications are working as designed to the satisfaction of the user Document Issues Track Status Make Recommendations for improvements to process, configurations and products Ensure Tier I and Tier II employees are documenting and communicating tickets in a timely manner and to the correct team members Create self-help knowledge base articles Training staff members Mentor staff members Supervise staff members Run reports to analyze common problems Writing, editing, and revising training manuals for new and updated software and hardware PC Project Management Preventative Maintenance of computer, voice and equipment used to support technology. Identify trending repeat tickets and find solutions to remediate the issue Manage incidents & problems, ensuring KPI's and SLAs are being met for Tier I and Tier II helpdesk employees Lead corporate level PC project
Requirements
- High School diploma is required. Associate’s/Technical Degrees (two years) is preferred.
- 10-15 years of desktop/pc technician experience is required.
- 7-10 years of Microsoft experience is required.
- 5-7 years of Network cabling and infrastructure design or installation experience is required.
- Basic desktop installations to include printers, Windows OS, and other software.
- Installing new technologies and teaching end users how to operate them
- Providing remote technical support via internet or phone
- Backing up and restoring files
- Maintaining operating systems by repairing hardware and configuring software
- CompTIA A+ Certification is required.
- Microsoft 365 Certified: Modern is required.
- ITIL Certification is required.
- Network + Certification is required.
- This position requires a valid driver’s license for occasional daily and overnight travel.
Responsibilities
- Respond to Incident Tickets of unplanned events based on ITIL concepts
- Track (Who, What, When, Where, Why & How)
- Adhere to KPI/SLAs set forth by management
- Triage (Work or Move) using knowledgebase articles
- Handle complex technical support questions
- Solve crucial problems that need more time and attention
- Watch and maintain ticket queue
- Watch and maintain phone queue
- Tier III pc application support
- Follow-up with customer complaints to ensure full resolution of issues
- Diagnose system errors and other issues
- Resolve problems with Networks and other computer systems
- Provide technical assistance for questions and problems
- Install, uninstall and configure pc applications based on incident triage measures (Individual Installations)
- Administrative Support for PC Applications
- Keep pc applications updated in BAR (Business Application Repository), i.e. version controls
- Enter Projects to update pc applications
- Establish process and procedures for onboarding, separations and changes with pc equipment
- Validate software applications are working as designed to the satisfaction of the user
- Document Issues
- Track Status
- Make Recommendations for improvements to process, configurations and products
- Ensure Tier I and Tier II employees are documenting and communicating tickets in a timely manner and to the correct team members
- Create self-help knowledge base articles
- Training staff members
- Mentor staff members
- Supervise staff members
- Run reports to analyze common problems
- Writing, editing, and revising training manuals for new and updated software and hardware
- Preventative Maintenance of computer, voice and equipment used to support technology
- Identify trending repeat tickets and find solutions to remediate the issue
- Manage incidents & problems, ensuring KPI's and SLAs are being met for Tier I and Tier II helpdesk employees
- Lead corporate level PC project
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
