Service Desk Coordinator
Atmos Energy•Dallas, TX
•Onsite
About The Position
This position provides first-level technical support and assistance for the resolution of personal computer incidents and problems with IT applications and services. The role involves escalating complex issues, analyzing hardware problems, assisting employees with account management, and coordinating the procurement of IT equipment. Additionally, the Service Desk Coordinator researches and codes invoices, maintains software media libraries, facilitates IT equipment loans, updates and maintains a problem tracking tool, monitors aged tickets, and maintains a knowledge base of known problem solutions.
Requirements
- Bachelors degree in Computer Science, Information Technology, MIS, Business or related field; or High school education or the equivalent and four years related technical experience.
- Requires the ability to communicate with internal and/or external customers in order to obtain and/or provide explanations and/or modifications on technical or other complex concepts to individuals.
- Requires the ability to perform analyses involving ratios, percentages and simple statistical methods.
- Requires advanced knowledge of various software applications for creating documents, reports and/or graphics.
Responsibilities
- Provides first-level technical support and assistance for the resolution of personal computer incidents and problems with IT applications and services.
- Escalates calls of a complex nature to designated level of responsibility.
- Assists in the analysis of personal computer hardware problems to determine whether equipment should be serviced, replaced or retired.
- Assists employees with password changes and account re-activation.
- Coordinates the procurement of desktop peripherals, desktop software and other IT related equipment in support of business needs.
- Researches, verifies, and codes invoices for purchases and operational expenses in the IT Operations area.
- Maintains a library of software installation and documentation media.
- Facilitates the process to loan IT equipment to employees on a temporary basis.
- Updates and maintains a problem tracking and reporting tool, provided training support to employees as appropriate.
- Monitors the escalation of aged problem tickets for completion. Provides statistics and reporting on problem tickets for IT management and reporting needs.
- Maintains a knowledge base of known problem solutions for IT hardware, applications and services. Updates as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
