IT Help Desk Coordinator

Major Responsibilities

Follow and enforce IT support policies and procedures, suggesting improvements when necessary.

Provide excellent customer service and technical support to the ICS Community, including faculty, staff, students, and parents.

Provide first-contact support via walk-ins and phone calls to the Help Desk.

Perform basic troubleshooting on Windows and Mac platforms.

Troubleshoot Wi-Fi connectivity issues.

Monitor critical ICS infrastructure components using industry-standard monitoring tools.

Conduct basic hardware repairs, such as screen replacements and hard drive swaps.

Respond to Help Desk tickets within agreed Service Level Agreements as Tier 1 support.

Track and report on projects that involve IT across different departments.

Manage Help Desk tickets in terms of priority, assignments, and overdue escalations, ensuring timely resolution.

Monitor and ensure compliance with device policies.

Keep management informed of urgent or widespread issues promptly.

Generate monthly help desk reports for management.

Assist with IT inventory and checkout processes.

Provide training and mentorship to students, teachers, and staff on technology.

Mentor IT team members in IT Help Desk processes and procedures

KNOWLEDGE, ABILITIES AND SKILLS

Bachelor's degree in a technical field, preferably in Computer Science or Computer Information Systems.

At least 6 years of experience supporting hardware and/or software in a technical environment.

1-2 years of relevant work experience in a Technical Help Desk environment.

Intermediate working knowledge of Windows Desktop, Windows Server, MS Office (Word, Excel), Google Workspace, and Mac OS.

Basic hardware repair skills.

Ability to prioritize work

Strong communication skills, both written and verbal.

Able to establish and maintain strong working relationships with team members to promote teamwork and collaboration.

Excellent problem-solving and data analysis abilities.

Process-oriented with the ability to follow established procedures.

Proficiency in spoken and written English.