Coordinator I, Help Desk

PURPOSE AND SCOPE:

This position is responsible for coordinating the response effort of the college technology team to respond to the needs of the users. Through direct interaction with users the incumbent diagnoses problems, prioritizes and logs trouble calls, and performs follow-up quality assurance audits on services provided. This position serves as the coordinator and dispatcher for the campus Technology Team and provides direct supervision and scheduling for the student assistants working in the department. The incumbent is charged with ensuring the Help Desk is staffed and responsive during established operational hours and coordinates after hours emergency response assignments.

ESSENTIAL JOB FUNCTIONS:

• Responds to user questions and inquiries through telephone, e-mail, oral, and written forms of communication.

• Assists users in resolving routine problems and answers routine questions.

• Identifies user problems with software and hardware, researches problems, and instructs users in routine problem resolution.

• Maintains database on problem management and utilizes help desk systems to research and solve problems.

• Refers more complex problems to appropriate technical staff and monitors disposition of class.

• Dispatches student workers to assist with on-site service calls.

• Communicates with users to ensure their service requests have been met properly.

• Produces routine reports on open and closed service calls and helps with identification of trends and opportunities to improve service.

• Responsible for generating security access keys for faculty and staff to computer labs and other secure areas and maintains access records.

• Coordinates hiring of student workers and maintains employment and payroll records.

• Receives incoming technology equipment and maintains inventory records and control.

• Maintains user profile database.

• Coordinates warranty and non-warranty repair of technology equipment with vendors.

• Functions as member of integrated campus technology team to provide oversight and recommendations for current technology and planning for future services and network growth.

KNOWLEDGE, SKILLS, EXPERIENCE:

• Associate’s degree required.
• Three+ years work related experience.
• Excellent oral and written communication skills coupled with a strong working knowledge of Windows 95/98, Office 97, OpenMail, Microsoft Mail, and Outlook mail clients.
• Organization, interpersonal, and supervisory skills absolutely essential.

Preferred:

• Bachelor’s degree.
• Previous customer service or help desk environment experience.

EQUIPMENT USED:

PC workstation running on a LAN in a Microsoft Windows environment using windows 95/98 and Office 97. Two way radios, calculator, phone, and other general office equipment.

CONTACTS:

Contact with faculty and staff as necessary to carry out the general duties of the position. Constant contact with Technology Team to coordinate work efforts, and frequent contacts with other campus and District Office personnel to assist in problem identification and resolution for users.

COMPLEXITY/EFFORT:

Problems are routine to moderate in nature, resolutions are found in knowledge gained from practical experience and through systematic dialogue with technical staff. Duties are technical in nature requiring some basic formal education in computer operations and a conceptual understanding of computer hardware and software. Service orientation essential as this job entails dealing with frustrated people who are seeking quick resolutions to problems.

WORKING CONDITIONS:

Work is performed in a climate-controlled office environment with minimal exposure to safety hazards.

GENERALIZED WORK ACTIVITIES:

• Providing Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems, or process-related topics.

• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

• Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

• Scheduling Work and Activities - Scheduling events, programs, activities, as well as the work of others.

• Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.