Information Technology Help Desk Coordinator

Ready to be part of a company that’s growing fast, making a real impact, and shaking up the veterinary healthcare world? This is your chance to join a high-energy, people-first organization where innovation, teamwork, and purpose drive everything they do. If you thrive in fast-paced environments, love being part of a team that’s building something exciting, and want a role where your work truly matters, you’ll fit right in here.

Compensation: $25/hr

Availability: Monday - Friday, 8am - 5pm.

Duration: This role is set to start ASAP and will last 3-4 months (at a minimum) but may be extended based on business needs.

The Temporary Support Ticket Coordinator will play a key role in ensuring a seamless, high-morale survey experience for all global Associates. This role serves as the first line of support, managing technical and administrative inquiries, troubleshooting Qualtrics access issues, and providing warm, empathetic, and rapid assistance to Associates. A central part of this role involves auditing and reconciling participant data by cross-referencing Qualtrics directories with complex employee metadata spreadsheets exported from Workday.

Duties & Responsibilities:

• Ticket Management & Customer Service (60%)
• Monitor, triage, and resolve high-volume support tickets related to using the Qualtrics Ticketing system and integrated support workflows.
• Resolve inquiries regarding login issues, missing survey invitations, opt-outs, broken links, and general troubleshooting steps using standard operating procedures (SOPs) and predefined FAQs.
• Provide highly empathetic, clear, and reassuring written communication to Associates, ensuring every interaction reflects the company culture and values.
• Ensure tickets are updated accurately and resolved within established Service Level Agreements (SLAs).
• System, Workday Data & Metadata Verification (25%)
• Troubleshoot Single Sign-On (SSO) issues, browser compatibility errors, and account/metadata discrepancies in Qualtrics.
• Analyze and cross-reference Workday-exported metadata spreadsheets containing complex organizational structures, manager hierarchies, and demographic data.
• Use Microsoft Excel to identify errors or gaps between active Workday profiles and active Qualtrics participant directories to verify Associate survey eligibility and correct reporting lines.
• Monitor internal communication channels (such as Microsoft Teams or Viva Engage) to address public-facing questions and direct Associates to the proper support channels.
• Escalation & Quality Control (15%)
• Identify and document recurring technical trends or systemic errors (e.g., mail delivery bounces or authentication failures within a specific department/region) and report them immediately to the Program Management team.
• Route complex directory issues, manager hierarchy alignment requests, or high-priority platform bugs to the appropriate escalation contact.
• Handle sensitive Associate and organizational data with the utmost confidentiality, strictly adhering to the Company Information Classification Policy.

Qualifications:

• Prior experience in an HR helpdesk, P&O support, Customer Success, or IT support environment utilizing survey management tools is a bonus.
• Hands-on experience navigating the Qualtrics platform, specifically utilizing Qualtrics' ticketing system, directory distribution tools, or survey administration interfaces.
• Strong experience working with and interpreting complex employee data structures and metadata spreadsheets exported from Workday (e.g., understanding job profiles, supervisor IDs, department codes, and organizational hierarchies).
• High proficiency in Microsoft Excel (e.g., sorting, filtering, XLOOKUP/VLOOKUP, index-matching, and conditional formatting) to audit and clean high-volume participant data spreadsheets.
• Basic knowledge of corporate SSO (Single Sign-On), web browser troubleshooting (e.g., clearing cache, incognito mode, cookie permissions), and URL diagnostics.
• Comfort using MS Teams and Viva Engage for internal coordination and community support.
• Exceptional written communication skills. The ability to draft responses that are warm, polite, direct, and supportive, especially when handling frustrated or stressed Associates.
• Ability to quickly analyze support tickets, identify the root issue, and apply the correct troubleshooting steps or canned response.
• Ability to quickly digest the MAS FAQ guide, understand escalation pathways, and adapt to changing guidelines in a fast-paced environment.

CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy.