Position responsibilities
the help desk coordinator is responsible for providing first level support to the user community. Answers calls, emails, and process self-serve requests. In addition, solves technical issues and administers system security. Manage and escape tickets that cannot be resolved at this level. Provides technical support to a wide range of user groups with an emphasis on excellent customer service.
below are the position’s main responsibilities:
* provide technical support either by phone or in person to the user community.
* computer software and hardware troubleshooting.
* create and manage active directory accounts.
* create and manage erp (peoplesoft) accounts.
* create e-mail accounts.
* monitor tape backup jobs.
* manage user requests by entering tickets on a help desk database, ensure we meet help desk slas, and provide level 1 support and elevate incidents when needed.
* coordinate requests with third party support providers.
* maintain and create help desk documentation.
* participate in the after-hours on-call schedule.
minimum qualifications
* technical degree or equivalent experience in information systems or related field.
* two or more years experience in hardware/software technical support in a networked windows based environment with more than 100 users.
* excellent customer service skills.
* ability to work under pressure.
* fluent in english. 80% written and spoken.
desired qualifications
* bachelor’s degree in a related area.
* experience with microsoft exchange online/ m365.
* experience with windows servers and/or hyper v
* microsoft certifications.
* experience working in a large-scale manufacturing environment
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