Title: Helpdesk Coordinator
VP Area: President's Office
Department: Information Technology
Published Salary Range: 45-50K
Job Summary/Basic Function:
Under the direction of the Chief Information Officer, responsible for the overall supervision of the helpdesk including hardware, software, and network support for faculty, staff, and students.
• Oversee the day-to-day administration and operation of the helpdesk
• Coordinate and prioritize incoming support requests to ensure timely resolution
• Hire, schedule, train, and supervise student helpdesk workers
• Monitor student worker productivity, attendance, professionalism, and assigned tasks
• Ensure tickets are properly assigned, updated, and completed in a timely manner
• Serve as a primary point of contact for helpdesk coordination and customer service issues
• Maintain organization of hardware inventory, deployments, and surplus equipment
• Assist with workstation setup, software installation, and basic troubleshooting as needed
• Coordinate computer replacements, office moves, and technology deployments
• Provide basic account administration support including password resets and user assistance
• Assist with documentation and process improvement for helpdesk operations
• Develop technical skills and knowledge related to university-supported systems and technologies
• Assist IT leadership with operational coordination and departmental support
• Other duties as assigned.
Minimum Qualifications:
Associates degree or equivalent combination of education and experience. Strong organizational and time management skills. Demonstrated ability to prioritize tasks and manage multiple responsibilities. Ability to supervise, mentor, and coordinate student employees. Strong interpersonal, communication, and customer service skills. Ability to learn and adapt to new technologies and systems. Dedication to providing courteous, efficient, and accurate resolution for all support issues.
Preferred Qualifications:
Supervisory experience
Experience working in a customer service or support environment
Experience with IT support center service ticket tracking systems
Physical Demands:
Must be able to read, write, calculate, maintain records and solve problems
Ability to hear the conversational voice, with or without a hearing aid as required
Ability to speak, understand, and be understood under normal circumstances
Full use of arms, hands, legs and feet as required to complete assigned tasks
Ability to individually lift up to 50 pounds
Ability to distinguish colors