The Help Desk Coordinator is responsible for level I help desk and software support, and will play a key role in the development, customization, implementation and maintenance of applications. This individual will also work to identify the necessary technology skills for each segment of the university’s user population. Amongst the responsibility scope is the oversight of a student apprentice program called BlueTech/WhiteTech that will provide technical and life skill to the participants. This is a full-time on premise position reporting to the Director of Client Services.

Job Duties:

Essential Duties and Responsibilities include, but are not limited to:

· Respond to user inquiries and troubleshoot technical issues related to hardware, software, basic networking, and mobile devices

· Provide timely and effective resolution of technical problems ensuring minimal disruption to users’ workflow

· Guide users through step-by-step solutions, documenting procedures and creating user guides

· Create and maintain proper documentation for administration/maintenance of applications.

· Conduct new hire training and handle specialized computer setup at the desk of new staff and faculty.

· Help identify problems and opportunities that can be impacted by application-based solutions.

· Interface with IT team members regarding testing and implementation of new tools and programs.

Qualifications:

Education/Experience Requirements:

· Highschool diploma with experience in similar position at a university.

· Experience providing advanced applications support, problem solving and end user training.

· Experience as a helpdesk analyst with very strong technical skills and knowledge of application configuration, administration and maintenance.

Knowledge, Skills and Abilities:

· Candidates must have extensive knowledge of Microsoft Office Suite

· Familiarity with current versions of Microsoft Windows, MacOS (a plus) client/server networking, Exchange, remote access protocols

· Must be able to work independently and be a team player with excellent interpersonal skills.

· Consistently provide confident and competent user support in a team orientated support environment to all levels of staff, faculty and management.

· Excellent verbal and written communication skills.

· Ability to communicate and train effectively to non-technical employees. Respond positively to change and new developments in technology and various applications, upgrades and initiatives.

· Self-motivation and strong sense of initiative and creativity is desired.

· Must have the ability to assess needs related to applications, programs, general and specific computer system training.