Help Desk Coordinator

Job Title: Help Desk Coordinator

Schedule: Onsite 5 days a week to start, will go to 4 days a week once settled in.

Monday-Friday: 8am-5pm

Duration: 6 month contract-to-hire

Job Description

The Help Desk Technician is responsible for initial diagnosis, troubleshooting, and categorization of submitted Help Desk requests. They are to have excellent customer service skills and be able to effectively organize and escalate all incidents and issues to the appropriate technicians. They are also responsible for basic troubleshooting to help solve lower-level issues and gather appropriate information to assist higher level technicians.

Responsibilities

Frontline Communications

• Updates and maintains issue work orders in the ticketing system.

• Communicates status of tickets to clients and employees.

• Schedules and coordinates all events required for the resolution of tickets.

• Documents, tracks, and monitors problems to ensure resolution in a timely manner.

• Organizes and coordinates with other technicians to make sure all tickets are being addressed in the correct priority order.

• Takes calls from staff and clients regarding issues or concerns then creates and assigns the issues in tickets as appropriate.

Desktop and Domain Support

• Desktop, and laptop basic troubleshooting and support, including desktop builds, hardware & software level installations, upgrades, and troubleshooting. Analyzes and resolves basic issues revolving around the desktop environment.

• Be able to troubleshoot and support issues related to MS Office and Windows

• Be able to troubleshoot and support printers and printing on Windows based machines

Required Skills

• SOHO class routing and switching.

o Verify connectivity, routing, DNS, DHCP issues related to client SOHO routers.

o Configure wireless for SOHO routers.

• Microsoft Windows based desktop, configuration, and support.

o Basic Windows support (Windows OS 10/11)

o Ability to read and interpret Windows event viewer and logs.

o Diagnose failures as software or hardware related and offer appropriate solutions.

o Installing and configuring Windows software and printers. o Installing and configuring A/V programs.

o Installation of printers off a Windows print server, installation of printers and drivers on a Windows server.

o Troubleshooting scanning and printing issues.

o Support for large scale multi-function printers/scanners