Help Desk Coordinator
Published Sep 3rd, 2010 • Category: Job postingsLocation: Endicott College, Beverly, MA
Full-/Part-Time: Full-Time
Hours: Sat 11-3, Sun 12-4
Description:
1. Plan and manage the operation of the Information Technology Help Desk to provide support for the Endicott community including recruitment, scheduling, training and supervision of student assistants.
2. Mentor and assist Help Desk student worker team.
3. Responsible for incident tracking from receipt through closure and follow-up with customers.
4. Troubleshoot issues with end-users and work toward first call resolution.
5. Dispatch unresolved end-user troubles on priority basis to appropriate support staff.
6. Plan and manage the development of training programs in a variety of delivery formats including online courses, workshops, brown bags, lectures and demonstrations.
7. Oversee the maintenance of the Information Technology web page.
8. Produce regular reports to analyze service requests and identify trends to create a proactive approach to support the community.
9. Provide leadership role in development and enhancement of the Help Desk.
10. Develop and maintain Information Technology on-line support system area of Endicott College Intranet.
11. Work with the Information Technology staff to coordinate and develop computer support and technical assistance
12. Assist with administrative functions.
13. Other duties as assigned.
Qualifications:
A Bachelor’s degree in an area that relates to Help Desk and technology services is preferred. Experience in a higher education environment is preferred. High degree of experience and expertise with Microsoft Office suite of products. Superior troubleshooting skills. Applicants must have experience with a broad range of computer hardware – (Mac, Windows and handheld devices) Exposure to Active Directory, Adobe Acrobat and Cognos Impromptu preferred. Familiarity with MS Office, Virus Protection, TCP/IP, Internet Applications. Requires excellent analytical, organizational and communication skills and the ability to work independently on multiple assignments and to work collaboratively within a team.
