What are the responsibilities and job description for the Help Desk Coordinator position at Horton Lees Brogden Lighting Design Inc?
As the Help Desk Coordinator at HLB Lighting Design, you’ll be the central point of contact for technical support across our creative and operational teams—both in the U.S. and internationally. You’ll play a vital role in ensuring our designers, project managers, and studio staff have uninterrupted access to the tools and systems they need to bring light to life. This role blends technical expertise with a service-first mindset, supporting a dynamic, design-driven environment.
Key Responsibilities
Global IT Support
Provide first-line technical assistance to HLB Lighting Design offices across North America and abroad, resolving hardware, software, and connectivity issues with speed and professionalism.
International Collaboration
Coordinate with global studio teams to ensure consistent IT support across time zones, adapting to regional needs and cultural nuances.
Help Desk Management
Monitor and respond to support requests via ticketing systems, email, and phone. Prioritize and escalate issues as needed, ensuring timely resolution and clear communication.
Knowledge Sharing
Develop and maintain internal documentation, FAQs, and training resources to empower users and reduce recurring issues.
Flexible Coverage
Support international offices by adjusting coverage windows and collaborating with regional IT contacts to maintain continuity.
Performance Tracking
Support the analysis of help desk metrics to identify trends, improve workflows, and report on service levels to leadership.
System Maintenance
Assist in deploying updates, patches, and upgrades across HLB’s network of studios and remote teams.